By Mary Anane AWUKU
A few years ago, I worked with a startup where the Head of Customer Service was incredibly insensitive to the staff. There was one incident that really stuck with me. An employee came in late one day, apparently unwell. As a punishment, that employee was sent to the filing room and made to file documents for hours. The employee had to stand the entire time, and it got to the point where the employee was visibly shaking. The Customer Service head was harsh, constantly screaming and shouting at everyone for not completing tasks.
This experience taught me some important lessons about dealing with staff. From that day, I promised myself that if someday I become the head of any institution, I would do all I could to treat my staff well. When you join an organisation and treat your employees well, building a bond with them, they feel comfortable giving you feedback. They come to you with suggestions: “Madam, I think this is happening. Can we do it this way?” You learn a lot from them.
Conversely, if you promote panic and anxiety, staff members will not report problems to you. They might even privately wish you fail, either because they are terrified to speak up or because they don’t care about the performance of the company, given the horrible treatment they endure. The company’s workers are stakeholders, hence they should be appreciated and handled as such.
Let me share with you how I have managed to mine the gold in human capital in my organisations for the past years.
Importance of human resources
I see human resources as a critical part of every organisation. HR can make or break an organisation depending on its organisational culture—the way people live and behave at work. If the organisational culture is friendly and makes employees feel at home, they will stay longer than in most places.
Employee retention and organizational culture
Many organisations complain about training their human resources only to see them leave soon after. We’ve all learned from these mistakes. Over the years, I’ve realised that employees will leave or stay based on how you make them feel. Do they feel like they’re coming home, or do they feel like they’re just being used for work? I’ve created a very warm environment for my staff where they feel appreciated.
Incentives and appreciation
At the school that I run, for example, we offer incentives like free education for staff wards. Staff members who have been with us for over five years don’t pay school fees at all. New staff pay only a portion of the fees. We also organise various events for staff, like retreat programs, get-togethers, end-of-year parties, and other motivational activities. There are many ways to show staff appreciation. You need to connect with them, talk to them, and make them feel like part of the organisation.
Building relationships with staff
I interact with my staff and let them know that if I’m seen as a successful entrepreneur, it’s because of their hard work and support. Regular motivation and showing concern for their personal lives are also crucial. I do one-on-one meetings with them because I understand that issues at home can affect their productivity at work. It’s essential to bring them closer and address their concerns.
Reducing employee turnover
This approach can help reduce high employee turnover. It’s not always about the salary. I’ve had staff tell me they received better offers but chose to stay because they feel at home here. This makes me incredibly happy and reassured that something good is happening. Knowing they might get a better offer but are hesitant to leave because of the unknown culture and environment of the new place is gratifying.
Advice to employers
My advice to other employers is to not see your employees as just workers who come to do their job and leave but create a warm environment for them where they feel at home. Of course, when you need to reprimand, do it. My staff knows that while I am nice, I am strict about work integrity and performance. They understand the balance between work and play.
Ultimately, employees shouldn’t leave their homes to come to a stressful, hostile environment. Treat them as human beings, not just labor. Smile with them, laugh with them, and work with them. When they are relaxed and happy, they are more productive. Above all, just treat people well and watch your business grow.
>>>the writer is a serial entrepreneur, an industrial and organizational psychologist, a business and personal development coach, a researcher in the field of entrepreneurial psychology, and the author of the book – Entrepreneurial Success. This book is enriched with research findings in competencies, motivations, challenges, and opportunities for small and medium enterprises in Ghana.
She is the Founder and CEO of a multi-national facility management company and the managing director of the fastest-growing international school in Ghana. She holds several certificates, having participated in a series of international business-related programmes from prestigious universities around the globe. Her extensive expertise equips her to provide valuable insights, strategies, and support for individuals and businesses seeking success and development. To explore more about Mary, visit http:www.maryananeawuku or find her book on Amazon
