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The Human Touch

The Human Touch

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Published by lucidleagueltd
Although it’s been used so much that the word “Empowerment” may draw yawns, the fact is that there is no better way to improve service levels and productivity than treating employees with trust and respect. Wonderful things happen when employees are given input and control; they become more confident and focused. They know what’s important, and feel comfortable taking initiatives and making decisions that affect the business. Best of all, their positive attitudes permeate everything they do, inspiring co-workers and customers alike.
Although it’s been used so much that the word “Empowerment” may draw yawns, the fact is that there is no better way to improve service levels and productivity than treating employees with trust and respect. Wonderful things happen when employees are given input and control; they become more confident and focused. They know what’s important, and feel comfortable taking initiatives and making decisions that affect the business. Best of all, their positive attitudes permeate everything they do, inspiring co-workers and customers alike.

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Published by: lucidleagueltd on Oct 06, 2008
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06/16/2009

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The Human Touch
Although it’s been used so much that the word “Empowerment” may draw yawns, the fact isthat there is no better way to improve service levels and productivity than treatingemployees with trust and respect. Wonderful things happen when employees are given inputand control; they become more confident and focused. They know what’s important, andfeel comfortable taking initiatives and making decisions that affect the business. Best of all,their positive attitudes permeate everything they do, inspiring co-workers and customersalike."Go by your feelings," is an old saying. Recent studies indicate that customers who believethat retail employees are positive about their jobs are more likely to become repeatcustomers. Research also confirms that customers have higher expectations of service andproduct knowledge. Today, price is only a platform to keep retailers in the race; their keydifferentiators are the front line people.Many companies have launched programs to give employees more training, accountability,and recognition. The results speak for themselves. Energy levels and enthusiasm shoot up.Extra things get done, problems get fixed, housekeeping improves, there is more smiling,and people are focused on priorities. As associates take on more responsibility and need lesssupervision, there’s more time for management to make things happen, explore new ideas,negotiate the best price, talk to customers and, most importantly, meaningfully recognizetheir employees' contributions.Despite all of the training and consulting support available to help achieve this state of Corporate Zen, many companies continue to resist. To holdouts, the empowerment routeseems frustrating, the results elusive and too slow in coming. But for those organizationsthat buy into the theory, there are long-term and lasting gains and rewards. However, ittakes a long time to change a company’s culture, and employers often slip into their oldhabits.Unfortunately, training programs, reorganization or re-engineering won’t get you there bythemselves. You must find ways to encourage, as well as sustain, positive attitudes andconfidence, and to create an environment where employees and the company are bothsuccessful.What steps can a manager take to promote a climate of productivity, quality service andhigh morale?Involvement, Communication and Celebration!Start gently and gradually to involve everyone in setting company and individual goals.Make sure goals are meaningful, measurable and achievable. Reach an agreement on how

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