Putting People Back at the Heart of Work

By Doug Shaw – For Workplace Trends 2012

We are born with a sense of fairness and community, and a desire to share

Some of us are also born with a questionable dress sense, a love of the outdoors and an interest in cycling…

People matter…

…though maybe not, according to F W Taylor

• Transfer control from workers to management

• Enforce standardization

• Enforce working conditions

• Enforce cooperation

As our service expectations rose, so did our reluctance to be controlledSmart businesses empower people to give better service.Employee service first, customer service follows.

This is how customer service felt back then!

Communication……..not broadcast

Social tools can be a part of the solution….when the cultural fit is right

Collective Conversations – Make Work Better Your views matterInvolvementDiverse

Authenticity:Bringing the real you to work

True ActionsTrue voice

Vulnerability:Being the real you at work

Tough, and worth it

Simplicity:Enabling your best work

1 – Use your best j

udgement

2 – There will be no other ru

les

Transparency:

Understand why

Start from full disclosureand work back

Bring the outside in

Lunch is Not for WimpsVital for Engagement

Fear…

So Why Isn’t Work Better Already?

…of spiders? Nope.

…of vampires? Nope.

…of rollercoasters? Nope.

Fight the Fear!

Start Small:Collective ConversationsLunch and LearnWatch The Belief and Confidence Grow

The Trust Overlap

What You Say

What You Do

When what you say and what you do overlap, you get trust. And that’s cool. When they don’t, you get trouble. And that’s what you deserve.

Further Reading

WithoutPeopleYou’reNothing

Photo CreditsPhotos © Doug Shaw, except:F W Taylor http://en.wikipedia.org/wiki/File:Frederick_Winslow_Taylor_crop.jpgCustomer mousetrap http://www.flickr.com/photos/gordon2208/6237893181/Theatre masks http://thebyt.com/2011/07/audition-advice/Status Update http://www.breakingcopy.com/social-media-flowchart-statusCollective Conversations – UnknownRussian Dolls http://www.flickr.com/photos/mrlerone/3510863467/Vulnerable http://www.flickr.com/photos/pinkcotton/3477692376/Rulebook http://www.flickr.com/photos/lyngraft/5874905800/Cloudless Sky http://www.flickr.com/photos/allanrojas/311157831/Lunch and Learn - UnknownSpider http://www.flickr.com/photos/26438163@N00/336571638/Roller Coaster http://www.flickr.com/photos/nic/125931314/Fear Cartoon drawn by Creative ConnectionAcorns http://www.flickr.com/photos/aoimedia/5111813088/Joe Strummer - Unknown

doug.shaw@wgalimited.com07736 518066

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