31/05/2022 Building Loyalty Through the ABC
Communication is the basis of every relationship, both professional and personal. If we improve our communication, we will improve our relationships – and better relationships drive organizational success. The ABC we’re discussing in this blog is an acronym for three important aspects that create an environment of growth, achievement and employee retention.
What does ABC stand for?
Appreciation. Belonging. Challenge.
These are literally the ABCs, the basic, sometimes so obvious feelings, that we tend to neglect them. Take a moment to reflect on what these three words mean to you, personally.
Because, while all three are crucial in every company culture, how we prioritize them and how we expect and express appreciation, belonging, and challenge in a workplace is very individual.
Some may place belonging ahead of challenge. For others, appreciation could be the deciding factor in staying or leaving a company. One thing is clear though. When there is a gap between how ABC is perceived by the organization and managers to how it is perceived by employees, there is a problem. This gap can greatly affect employee motivation, performance, and retention.
Feeling appreciated
Appreciation is the acknowledgment of a job well done, meeting or exceeding goals. We all want to be noticed, feel that our work is meaningful, and receive credit for our efforts.
Ask a manager if s/he shows appreciation to their team and the answer will probably be “yes, absolutely.” Ask their team if they feel appreciated and they may give a very different answer.
Why does this happen? Different people expect to receive appreciation in different ways.
Just because you feel you are showing appreciation doesn’t mean people feel appreciated. While some crave being in the spotlight, others will cringe at being in the center of a public shoutout.
Find out what makes people feel important and then match the acknowledgement to both the recipient’s interests and to the effort invested.
In some situations, a handwritten thank-you note and a box of chocolates would be a suitable acknowledgment, while in other situations, it could be “too much” or “too little” and therefore not an appropriate token of appreciation.
Whenever, and however you choose to show appreciation, make sure that it is clear exactly what you are appreciating. I spoke to an employee who got a reward for excellence, but when I asked him what he did to earn this reward, he honestly had no idea.
Take action to show appreciation:
Find out how people expect and want to be appreciated.
Manage expectations, and agree on the: what, when, and how you can show appreciation.
Show people “I see you”. If you see them doing something well, be specific about what exactly they did well and give them appreciation that is proportional to their efforts.
Tell us: what makes you feel appreciated? How have you shown appreciation in a creative way?
Feeling a sense of belonging (to people and/or a higher purpose)
A sense of belonging is a basic human need. We all want to feel a part of something significant and important, greater than ourselves. To belong is to feel a connection with a group of likeminded people with a shared purpose and common goals. Feeling part of a community is a powerful motivator. It could be believing and identifying with the company’s products or service, or feeling aligned with the company’s values. And yes, a sense of belonging can be inspired by a company’s leaders that one feels proud to follow.
Most people want to feel that they are connected with people they like, trust and respect. That they have made a valuable contribution to a team that creates something meaningful. This can include activities that are not necessarily related to the company’s core business.
For example, corporate responsibility, giving back to the community, and employees’ volunteering work sponsored by the organization.
When a company’s reason for being, or way of doing business, clashes with an employee’s personal values, it can cause friction and have a negative impact on their performance. Ultimately, not feeling a sense of belonging can result in decreased loyalty and increased employee churn.
A sales person in one of my workshops told me he was planning to resign because his work resulted in increased consumerism. He had developed a dislike for what he was promoting because he believed in sustainability.
Take action to create a sense of belonging:
Create opportunities for people to connect and interact informally.
Social gatherings and celebrations where personal connections are formed.
Clearly communicate core values and the purpose of your organization, then show how these values translate into action that every role in the company contributes to.
Create opportunities for employees to interact socially and get to know each other. Let them find ways to collaborate on a professional and personal level.
Invite employees to share what is important to them and look for common interests. Let people Initiate work together on something that they find meaningful.
What makes you feel a sense of belonging to your company?
How do you build a sense of connectivity and belonging with the people you work with?
Being open to being challenged
Challenging means pushing mental, physical, and emotional boundaries in a way that helps people to move forward, learn, and grow.
It is a two-way street. Feeling safe to challenge others and letting others feel
comfortable to challenge us.
Some people will welcome a good challenge, and enjoy problem solving. Others will prefer not to be challenged, they want to keep things (and themselves) as they are. Even if they still perform well by avoiding change and challenge, they will not grow or learn.
The challenge is to present a challenge in a way that people will be open to receive it as something positive, rewarding and achievable .
A stretching challenge is more welcome when it also feels attainable. A challenge without a strong and clear incentive is less attractive. If you want to motivate people to say, “challenge accepted”? Give them a compelling reason.
To face and overcome our limitations is immensely rewarding. It is also the only way for people and organizations to grow and transform
If it doesn’t challenge you, it won’t change you. There is a whole generation that is eager to learn new things. Challenge them in the right way and watch them outperform your expectations
Take action to challenge people:
1. Present a task or a challenge as a request or problem that is intriguing, stretching and at the same time achievable.
2. Make sure that you present the challenge in a step-by-step manner, with clear and with specific benefits for the short-term and long-term. Build a support system that helps people feel safe and comfortable enough to accept the challenges.
3. Be a role model and set a personal example. Encourage others to invest mental energy and physical effort into growing themselves and developing their careers by continuous learning.
The benefit of focusing on ABC behaviors is loyalty, productivity and a healthy working environment people enjoy working in. In times of the Great Resignation, employees are looking for more than just an attractive pay package and cool stuff to eat in the cafeteria, loyalty is becoming rare. The ABC is not a magic formula and it takes effort and energy to create and sustain. However, it can go a long way to help employees become the best versions of themselves.
And just imagine all the amazing things people will do when this happens
There’s a lot more to say about each of the ABCs. What would you like to read more about in our upcoming blog?
