I'm not sure if something is in the air, the water, or just a collective breaking point, but lately there seems to be a common theme from all directions and in all industries. People are fed up with their jobs. Now when I say fed up, I'm not talking about just being upset now and then with day-to-day job responsibilities, but something much deeper, darker, and yes, more dangerous. From florescent lit offices to hot cafe kitchens and factory lines to hotel rooms, employees are exhausted mentally, physically and emotionally.
If you really look around and talk to people, you will notice that the signs of being overwhelmed, and stress are everywhere. Antidepressant prescriptions have increased 60% in the past decade, job turnover is at an all-time high and job satisfaction seems to have packed up its desk and left the building.
Burn out isn't new, but what's happening now is more than burn out. What seems to be occurring is more than long hours, not enough vacation time, or even money. It's not about a workforce that is tired, but from a workforce that is done. A workforce that has given up, waved the white flag and has adopted a robotic attitude of "get it done and go home". Their "give a damn" is busted. For many people, work has become a place where they are made to feel undervalued, unheard and, worse, replaceable.
When leaders refuse to pick their battles, avoid looking in the mirror or fail to show empathy, the entire system becomes flawed and negatively affects the entire team. Trust soon erodes, communication shuts down, and productivity takes a nosedive. Before you know it, no one is walking on eggshells anymore, instead they are walking out the door. And you? You're left trying to fill another open spot, that more often than not, no one wants. Word spreads quickly; both good and bad. Employees can either provide your best or worst advertising.
Unfortunately, instead of asking why, all too often managers respond with tighter rules, more pressure and the presumption that "people just do not want to work anymore!" Consider that maybe, just maybe, the devil is in the details. When was the last time you took a quick assessment of your team? Do team members smile? Is there laughter and conversation between employees before or after a shift? Does your team appear energetic, or worse, do they seem overwhelmed, despondent, down or depressed? If so, is it possible the team could be experiencing the effects of a toxic environment, failed policies, unnecessary rules, and/or micromanagement? Understand that real world KPI's are Key People Issues (Not Key Performance Indicators). Customers do not care about metrics, call stats, scripted responses or why you are short staffed. Customers seek genuine concern for their problem and expect a representative to be equipped to resolve the issue without seeking approval or transferring to another person. Customers expect quality products in a timely fashion and want to be treated like they matter, whether they are waiting on a coffee refill or extra towels for their room. A leadership team must be allowed to lean in when necessary and let go when appropriate.
Managers must be able to recognize subtle mood changes like increased staff whispering, obvious sadness, productivity decreases, increased absenteeism or body language that screams "I just don't care anymore"? These are telltale signs of possible personal issues outside the workplace, illness or yes, work-related stress. Unless you know your team and have routinely communicated positively, you will not be able to discern the difference and be able to work toward a solution. Unless these types of issues are addressed with caring and empathy, most likely the result will be turn-over or medical leave.
Managers, you can turn this around! Incorporate an "open door" style. Let your team know that they can speak with you confidentially without fear of retaliation or confrontation? If performance goals are not met, work with the employee to provide additional training. Realistically evaluate overall performance expectations. Coach with kindness. Get rid of micromanaging, employees are adults. Trust them to make decisions without seeking approval for every little thing and back them when they do. There are exceptions, but these should be far and few between. No one is perfect (including you) and if and when a wrong decision is made, use that as an opportunity to discuss and coach to it. Never, ever berate someone for a mistake. Employees who are given the ability to resolve issues on their own demonstrate increased productivity, gain confidence, usually go above and beyond, and yes, they plan to stay and work toward advancement.
That said, we do not live in a perfect world and yes, there will be times when disciplinary action is needed. When it comes to discipline, incorporate a "pick your battles" mindset. Avoid knee jerk criticism or sending impulsive emails. Take time to STOP, THINK and EVALUATE the current morale before coaching, delivering a disciplinary action or sending an email? Have you assessed the reason why disciplinary action is being considered? What is the end goal? What steps have you taken prior to prevent have to deliver disciplinary action? Could another approach achieve the desired result? Have you asked the employee what they believe would help them improve and then, give them time to improve? If it becomes obvious that the employee is not going to succeed, don't be a hard ass. Try helping them find employment in another department or even another company. Discuss their interests, skillset and goals to help determine the best pathway forward.
Every job is not a good fit for everyone, but everyone is a good fit for the right job.
Tammie Tuley is an independent writer, Certified Grant Consultant, motivation speaker, and author of
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