Connect with us

Strategies

Workplace study during pandemic finds managers should talk less, listen more

For communications professionals, remote work made it harder for them to build trusting new relationships. They, like others, felt isolated, missing critical conversations and small talk.

Published

on

Photoo by Vana Ash from Unsplash.com

Workplace communication often took a back seat this past year, as employees and employers rushed to work remotely, struggled with technology barriers and adjusted to physical distancing. But the pandemic has resulted in valuable lessons for communicating on the job, according to a Baylor University study.

During the onset of COVID-19 — along with accompanying layoffs and a recession — “there likely has never been a moment with such demand for ethical listening to employees,” said lead author Marlene S. Neill, Ph.D., associate professor of journalism, public relations and new media at Baylor.

“Ethical listening” was defined by one communication manager as “listening with an open mind and being able to hear the good, the bad and the ugly. Strategic listening is then taking the good and the bad and the ugly and knowing how to use the information.”

For the study, published in the Journal of Communication Management, researchers interviewed 30 communication professionals in the District of Columbia and 13 states in the USA: Arkansas, California, Delaware, Massachusetts, New Hampshire, New York, North Dakota, Ohio, Oklahoma, Pennsylvania, Texas, Virginia and Washington. Interviewees represented technology, financial and legal services, food and beverage, hospitality, energy, health care, trade associations, transportation, higher education and consultants.

The professionals interviewed stressed the importance of protecting confidentiality so employees feel comfortable giving feedback and do not fear retribution.

When COVID-19 hit and workers often no longer shared physical quarters, the use of Zoom soared, whether for large group meetings or one-on-one sessions, researchers noted. And while senior managers valued communication, it became less of a priority as companies made such quick changes as mandated quarantines.

For communications professionals, remote work made it harder for them to build trusting new relationships. They, like others, felt isolated, missing critical conversations and small talk.

“We heard that the pandemic posed challenges in internal communication due to the alienation many employees experienced, and it prompted us to reevaluate the moral responsibility communications holds for keeping employees feeling connected to their teams,” said co-researcher Shannon A. Bowen, Ph.D., professor of journalism and mass communications at the University of South Carolina.

The study shed light on companies’ challenges, how they strove to meet them and how they might use those strategies in the future.

For example, a communication manager for a trade association of the hospitality industry said that its members also are primary stakeholders in their companies.

“There were stakeholders who were saying, ‘I’m going to have to close my doors. Please do something.’ And there’s only so much we can do. It called for a different type of empathetic listening. This is these people’s livelihood. In hospitality, that’s like any business owner, that’s their baby. But it’s not just their baby. It’s a baby that generates income for the employees they deeply care about. It’s not just that it impacts them; it impacts their employees, which is a double cut to the heart.”

Meanwhile, a communication manager in health care encouraged senior leaders to schedule 30-minute “walk-around” sessions — whether masked and in person or via technology.

“Trust has to be built with actions and follow-through, not just words,” Bowen said.

For all the organizations studied, “the desire and follow-through to ethically listen to employees appeared to be a challenge,” Neill said.

Most participants said the ratio of management messaging to employees compared to feedback was lopsided, with far more talking than listening.

“We cannot promise we are going to fix everything,” said a communication manager in the financial services industry. “But we have the mantra if you are asking for feedback, it is critical that you close the loop and say that.”

Communications managers often have limited staff to analyze feedback. They also contend with a lack of communication between departments, especially in larger organizations.

To solve those problems, some communications professionals suggested having a team member to sit in on department meetings and serve as a liaison. One professional in a law firm said she makes it a point to invite the less vocal members to share their thoughts, while another uses on-on-one meetings for them.

“They open up a lot more when it’s just one on one,” she said. “In groups, large groups, they do not speak as freely, because there’s a hierarchy. If the older, more senior people are not saying anything, then the younger less seasoned attorneys more than likely will not say anything.”

Some internal communicators also said that during the pandemic, they saw a need for shorter, more focused meetings, in part to cut down on stress. And one consultant said that more visual communications, such as videos and video conferencing, seemed to help employees feel that they are cared for.

“I’m making sure that I have my eyes trained on the screen on the facial expressions,” said a communication manager for a trade association. “Part of active listening is also looking for visual cues of the reactions of your colleagues.”

Neill said the researchers were encouraged by the heightened level of empathy for the impact of organizational decisions on employees’ lives.

“We recommend that senior leadership and communication professionals seek ways to continue to improve moral sensitivity well after the global pandemic has receded, which can lead to more ethical decision-making,” she said.

Strategies

Tips to achieve healthy headspaces for a productive workplace

Eastern Communications, one of the premier telecommunications companies in the Philippines, believes that enterprises need to support their employees to help ensure productivity while mitigating the effects of isolation and uncertainty.

Published

on

The world’s response to COVID-19 has resulted in the most rapid transformation of the workplace. Working remotely is a challenging setup in the quarantine economy, as employees struggle to balance work and personal life. Moreover, uncertainty and isolation during the pandemic have caused various physical and mental health problems among employees. 

Eastern Communications, one of the premier telecommunications companies in the Philippines, believes that enterprises need to support their employees to help ensure productivity while mitigating the effects of isolation and uncertainty. In a recent webinar entitled “Leap Forward” hosted by Eastern Communications, key opinion leaders gathered to discuss ways on how productivity can be boosted in today’s work from home setup. 

Prioritize employee well-being

Cat Trivino, MindNation Chief Marketing Officer, shared that companies that make the well-being of their employees a top priority not only create a healthier workplace but also produce a happier and more productive workforce.

According to Premier Value Provider’s Employee Mental Health survey in 2020, the highest levels of critical stress (31%), anxiety (47%), and depression (46%) were recorded during May 2020 and this was most prevalent among the younger workforce. 

“Normalize conversations around mental health and overall wellbeing, as well as advocate self-care. Seeking help during this time is important because we get to put to practice that empathy that the world so badly needs, and you need to practice that with your team. Make sure that they feel that openness and that trust to talk about these things,” she added.

A mentally healthy workforce in general will not only improve productivity but also boost employee morale and retention. 

Utilize digital tools for seamless and easy collaboration

Part of helping employees when it comes to their well-being is also giving them convenient yet efficient ways to collaborate while working from home. According to Diana Montes, Eastern Communications’ Strategic Manager, facilitating seamless communication and easy collaboration in the workplace can decrease stress levels.

Based on her experience, integrated tools like cloud-based solutions help in the effectiveness and well-being of a workforce. They also maximize the use of these collaboration apps by staying connected even for non-work-related activities.

“Here at Eastern, we’re quite grateful that even before the pandemic hit, our systems for productivity and collaboration were readily in place. So essentially, we just transferred physical meetings, discussions, and consultations virtually,” she said.

Montes also recommends using a project management tool or planner app to monitor the progress and overall productivity of the entire team on a certain project. Everyone involved has visibility and this way they can prioritize projects that need more assistance.  

“I also receive reports about the amount of time I spend using these collaboration tools and it gives me a notion of when to take on more work or slow down. This helps very much since like I said, sometimes we just lose sight of how much work we’ve already been doing at a particular period,” she added. 

The pandemic has highlighted the importance of developing an overall strategy that puts employees’ well-being first. Through Eastern Communications’ Leap Forward series, businesses are able to learn digital solutions and strategies from experts that will ensure business continuity while supporting the health and morale of the team.

Continue Reading

Strategies

In a negotiation, how tough should your first offer be?

New research shows the first offer can have a significant impact on the eventual outcome, and if you try to drive too hard a bargain, it could backfire.

Published

on

Photo by @chromatograph from Unsplash.com

In a negotiation, how tough should your first offer be? New research shows the first offer can have a significant impact on the eventual outcome, and if you try to drive too hard a bargain, it could backfire.

Whether you’re buying a house, a car, or second-hand furniture, it’s likely you will need to negotiate the price, so being able to negotiate effectively could save you significant cash.

Behavioral economist Professor Lionel Page from the University of Technology Sydney (UTS) said opening offers in real-world negotiations are sometimes intended to signal the “toughness” of the buyer – but whether this strategy actually works was not known.

“This experiment allowed us to study whether and how the level of the opening offer influences the beliefs of buyers and sellers, their actions and the final bargaining outcome,” said Professor Page.

The researchers conducted the experiment using a bargaining game where players exchanged offers for a split of $10. The aim was to mimic the start of a typical negotiation process.

They found that the success or failure of a negotiation depended not only on the final offer on the table but also on the emerging dynamics of the bargaining process.

“The intermediary offers made during a negotiation can be interpreted as suggesting either kind and compromising intentions, or unkind and uncompromising ones,” said Professor Page.

“And the perception of these intentions can, in turn, influence the final outcome. Low offers are perceived as disrespectful, so players react negatively and can be spiteful in their counter-offers.

“In a substantial number of cases, the responder chose a ‘‘punishing’’ counter-offer that was lower than what he believed was the buyer’s minimum acceptable amount,” he said.

This means it is not the best strategy to always be as tough as possible in a negotiation.

Previously there has been two conflicting views on first offers in negotiations, said Professor Page.

One view is that a low opening offer works as an “anchor” that moves the final offer in the direction of the first offer.

The second is that a more reasonable initial offer achieves a better outcome because it doesn’t sour the atmosphere and endanger the agreement.

Professor Page said their study showed support for both these ideas.

“We found that there is a small window where an offer is lower than an equal split, but not so low that it triggers negative emotions. It was viewed as ‘fair game’ to start the negotiation at this point.”

So in summary to strike a good bargain your opening offer needs to be not too hard, or you risk a spiteful counter-offer, but not too soft either, or you might be taken for a ride.

The study: Driving a hard bargain is a balancing act: how social preferences constrain the negotiation process, by Professor Lionel Page and Dr Yola Engler was recently published in the journal Theory and Decision.

Continue Reading

Strategies

5 Practical ways to keep your finances safer online

Kaspersky’s fresh data for Q2 2021 showed a 60% increase in mobile banking Trojan attacks blocked in the region versus same period last year.

Published

on

Photo by Blake Wisz from Unsplash.com

Kaspersky reveals its Q2 2021 mobile threat report for Southeast Asia (SEA) where it has monitored a 60% uptick in the number of attacks using malicious mobile bankers detected and blocked in the region. 

Mobile banking Trojans – or bankers – are used by cybercriminals to steal funds directly from mobile bank accounts. These malicious programs typically look like legitimate financial apps, but when a victim enters their security credentials to try to access their bank account, the attackers gain access to that private information.

Overall, since the beginning of 2021, Kaspersky products have foiled 708 incidents across six countries in SEA. This is already 50% of the total number of mobile bankers blocked in 2020 which was 1,408.

Indonesia and Vietnam logged the most number of incidents during the first half of the year. However, globally, the two countries are not among the top 10 countries affected by this threat. Vietnam is only 27th and Indonesia is 31st as of June this year.

The five countries with the most number of mobile banking Trojan detections in Q2 2021 are Russia, Japan, Turkey, Germany, and France.

*Mobile banking Trojans attacks detected from users of Kaspersky mobile security solutions in the country

While the number of mobile banking Trojan attacks in SEA remains low, 367 incidents from April to June 2021 versus 230 detections during the same period last year, the continuing pandemic continues to force users to start using mobile payment systems.

“We are almost at the second year of the pandemic which has fast tracked the mobile payment adoption in the region at a breakneck speed. During the beginning of this health crisis, our survey already showed that the majority of internet users here have shifted finance-related activities online, like shopping (64%) and banking (47%),” comments Yeo Siang Tiong, General Manager for Southeast Asia at Kaspersky.

The same survey revealed that seven in 10 (69%) are worried about conducting financial transactions online and 42% of the respondents admitted to being afraid about someone accessing their financial details through their devices.

In addition, another Kaspersky report titled “Making Sense of Our Place in the Digital Reputation Economy” discovered that the majority (76%) of 861 respondents from SEA confirmed their intent to keep their money-related data away from the internet. The sentiment is highest among Baby Boomers (85%), followed by Gen X (81%), and Millennials (75%).

“Clearly, there is an awareness about the threats present when we do banking and payment transactions through our mobile phones. But there is still a gap between knowing and acting on it. So to help users from SEA embrace the power of their smartphone and also keep their finances safe, we suggest some practical tips but also encourage everyone to please look into using security solutions as a safety net in case they accidentally clicked a malicious link or downloaded a rogue mobile banking application,” adds Yeo.

Here are some practical tips from Kaspersky which you can do to beef up your money’s safety online:

1. Get a temporary credit card

Cyber criminals have developed incredibly sophisticated techniques and malware that can sometimes thwart your best efforts for safe online shopping. As another level of security for safe online shopping, you can use a temporary credit card to make online purchases, in lieu of your regular credit card. Ask your credit card company if you can be issued a temporary credit card number.

Just remember to avoid using these types of credit cards for any purchases that require auto-renewal or regular payments.

If a temporary credit card is not possible, an alternative is to use a credit card with a low credit limit.

2. Dedicate a computer to online banking and shopping

If you have more than one computer, it may be wise to dedicate one for online banking and shopping only. By avoiding using the computer for any other Internet browsing, downloading, checking email, social networking, and other online activities, you effectively create a ‘clean’ computer that is totally free of computer viruses and any other infections. For added security for safe online shopping, install Google Chrome, with forced HTTPS. This ensures you are visiting only secure websites.

3. Use a dedicated email address

Create an email address that you will use only for online shopping. This will severely limit the amount of spam messages you receive and significantly reduce the risk of opening potentially malicious emails that are disguised as sales promotions or other notifications.

4. Manage and protect your online passwords

Using strong passwords and using a different password for each online account is one of the most important things you can do for safe online shopping. We know it can be difficult to remember so many different passwords, especially when they are composed of numerous letters, numbers, and special characters. But you can use a password manager to aid you in keeping strong passwords for multiple accounts.

5. Use a VPN

If you absolutely must shop online while using public Wi-Fi, first install a VPN (virtual private network). A VPN will encrypt all data that is transferred between your computer or mobile device and the VPN server, preventing hackers from hijacking and viewing any sensitive data you input.

In the Philippines, Kaspersky endpoint solutions like Kaspersky Total Security (KTS) that have a password manager and  VPN features is currently included in its 9.9 promos in Shopee and Lazada.  Filipino customers can enjoy up to 50% discount.

Continue Reading
Advertisement
Advertisement

Like us on Facebook

Trending