How Can I Encourage Open Communication and Engagement in Our New BPO?

Dear All,

Please let me know the best way to interact with employees to learn more about their jobs, responsibilities, expectations (from seniors, HR, Org, etc.), and their plans for future growth.

Our organization (BPO) is new, having just completed 6 months, with a staff of approximately 250 employees (100 in Corporate and others at branches).

The situation is quite challenging as employees are only coming in to complete their assigned work. They have minimal interaction with their superiors and colleagues to discuss any issues.

From day one, I have been striving to create a comfortable environment for everyone to approach me and discuss any concerns, whether official or personal. Unfortunately, only a few employees have taken the initiative to interact with me.

Please assist me as I am doing my best to foster a healthy environment in our organization where everyone can enjoy their work and openly share their opinions and feedback.

Regards,
Manoj.

Hi Manoj,

First things first: assumption is the worst string to go by. You need to find out if the employees are really under any form of external or internal pressure or hindrance to interact. So, ideally, conduct a meeting or a small feedback session. Ask them what's bothering them and why they don't interact.

Then, in case you get a sizable amount of feedback, categorize them into do-able and not do-able. From there, it's your people skills that will help you solve the problem.

Realizing that there is an issue is the first huge step. You have already done that, so from here, it should be a cakewalk for you and your organization. Trust me, if you think that it's hard, it will always be hard. If you know where to nip it, you're on the right track.

Cheers and good luck with the interactions.

Dr. Anuroop Nair.

Dear Manoj,

Speak to the employees from your heart and look for something where you can really help each of them, perhaps on a personal level. They will definitely turn back to you and listen to you. The conversation should not convey that you are trying to extract information; it should be casual and friendly. Your words should come from the heart.

Try it out!

Best Wishes, Nagasubramanian.V 9444 27 61 86:-D

Dear Manoj,

I feel that you need to arrange a get-together party, maybe for your birthday or another occasion, and invite all your colleagues to participate. It would be a great opportunity to have a close talk with all of them, share jokes, and lighten the mood. After some fun, you can address the group, emphasizing the importance of coming together closely. I believe this situation will be beneficial as all the employees will be in a relaxed, offline mood.

Please consider trying this out if possible.

Hello Manoj,

I think you can arrange for an outing for your employees, where you can conduct some HR games that will pique their interest.

Dear Manoj,

You can arrange a small party in your office itself with some light snacks. Christmas is nearing, so ask everybody to decorate their department/work stations, and the best-decorated will be given a surprise gift (it can be a movie ticket for a couple, some gift voucher, or some household item, etc.). Also, inform them that we will be having a small get-together after office hours or an hour before the leaving time. Additionally, organize some management games for them to participate in. Request to get sanctioned some of the HR budget from the management. By doing these activities 2-3 times, you will notice an improvement in the atmosphere. It will really work.

Dear Manoj,

If you are an HR professional, then I'm sure you must know that the most important skill is man management; that is, we need to understand the psyche of each individual at a personal as well as a professional level and then try to motivate them to channelize their energy in the proper direction.

As far as employees opening up to HR, I feel it is just a matter of time. If we show our concern and enthusiasm to address their grievances and take the initiative to solve their usual day-to-day problems, they will surely notice and appreciate our efforts. Automatically, you will see that they are approaching you for all their personal and other work-related issues.

BOTTOM LINE IS TO EARN THEIR RESPECT AND WIN THEIR TRUST.

Regards,
Mini

Dear Manoj,

I feel that HR of any company is on the challenging and powerful side. Everybody does accept it. You can apply the carrot and stick theory. However, the best way would be to interact with them vividly, so that they can realize your importance too. Whenever you interact with them, always keep in mind that they are a matchless, dynamic resource, so they need more care. Adopt a positive approach. Talk about them, and definitely, they will come and listen to you. These are my personal views.

With Regards,
Ashfaque

Hey Manoj,

Probably you could have a meeting between top management and the employees (of course with a few selected employees). You could also organize some kind of events and make the employees participate, maybe like sports. You can also celebrate festivals like Diwali, etc., and allow your employees to bring their spouse and children to the party. After all, these exercises are just to break the ice. You can even think of more activities or outings for your employees.

Shobi

Dear Manoj,

I can understand the problem you are facing. I also understand that you have made this post after trying everything from your side. Now, as per my advice, please try to be reachable for your employees. Let them feel that their problem is your problem. Try all possible ways to help them. Spend more time with them and try to understand their needs.

You mentioned that there is a lack of interaction between team members and the supervisor. To address this, consider organizing some team-building activities to make work more enjoyable. These activities can help team members understand each other better.

Remember, HR serves as the communication bridge between employees and employers. Act accordingly, and things will improve.

Thanks & Regards,
Kumar Gourav

Dear Mr. Manor,

Try to understand them through the employee database like their educational background, personal background, and experience with other companies because these things will have an influence on their behavior.

Try to organize as many meetings and events as possible, such as welcome meetings for birthday celebrations and project completions.

Encourage people to talk about their experiences at every event.

Conduct team-building events like games and quizzes in free time or allocate a particular time for the same.

Regards,
Jayanthi

Dear Manoj,

Please arrange a family get-together. This will create an opportunity for us to understand each other better and break down any formal barriers.

Regards,
Pankaj

Dear Manoj,

I appreciate your concern towards the working atmosphere in your organization. Keep it up.

With my personal experience, I suggest you meet your colleagues individually, in small groups, and department-wise. But before conducting this exercise, please put up a notice or send it via email as shown below:

TO ALL XYZ ASSOCIATES, (XYZ is the name of your company)

The undersigned would like to meet you all individually, in groups, and by department to discuss THE issue that will strengthen the cordial working environment in our organization. The date and time of the meeting will be conveyed to you after consulting your department head.

I expect your cooperation in this matter.

THANKING YOU ALL

-sd-

MANAGER - HR

I am sure this notice will break the silence of your colleagues, and they will start perceiving you positively. In the meeting, it is crucial to touch their pulses so that they will take the initiative in your desired work.

All the best,

Vijay Gaonkar

Senior Manager

Hi Manoj,

There has been a similar crisis faced by one of the top BPOs in India. My suggestion is to follow the same methodology they implemented.

Create a new post titled "Relationship Managers" (23-28 years old, preferably female candidates would be best suited) in your organization. The main task for this role will be to engage with employees and build trust. I believe this can be effectively carried out by a new employee. Current employees will likely open up to them as they may perceive this individual as not being involved in company politics.

I hope this message is helpful. :)

Thanks & Regards,
Archana

In any organization, the effort to integrate employees with the organization usually has to come from the top. There are many ways of gaining employee trust, involvement, and commitment beyond just their duties.

One of the proven exercises is the "Visionary Leadership Programme," which is the process of working out the Vision, Mission, and short/long-term goals of the company. This is done with the involvement of all staff at all levels in the organization. A precursor to this could be the Right Man for the Right Job exercise in which you could use psychometric appraisals very effectively.

The first job for you is to boldly take up the issue with your seniors, in fact, the senior-most in the company, and then go ahead and do the rest.

Prasad.

Dear Manoj,

This morning, I conducted a class on the fundamentals of employee and HR manager relationship. I would like to quote from my notes: "An employee is not a bulk commodity but a collective noun. It is individuals, and every individual has their own identity."

Here are the suggested actions:
- First action: Start meeting and treating individuals.
- Second action: Earn their confidence by taking actions to help them, not just verbal assurances.
- Third action: Prove your worth before expecting them to accept you as a friend. (When I took over an establishment at the age of 60, it took me 6 months to prove my worth to the 150 staff of various levels.)
- Lastly: Maintain a personal database and keep it updated.

I have been in HR since 1962, working in both civil and military sectors. I learned two important points from my first boss, Col. Amrik Singh Malhi, now residing in Chandigarh:
1. "Do not pass or cross a person on the road or corridor without talking to them for a few minutes."
2. "Do one good deed for every person working with you or under you at least once during your tenure."

Best of luck! Please provide us with feedback.

Blessings,
Dr. Ram

Hi Manoj,

Have some meetings with the TLs of different departments to identify the team's problems. Then, create a welcoming environment for employees by organizing outings, special games, or programs where they can freely communicate with each other.

Regards,
Arun

Dear Manoj,

I would suggest you start things like "SPEAK UP." You should have a fair understanding of the type of industry you belong to, making that as a base, like "Voice of Customer." Then, sit with one of the department heads and look at the quick fixes and long-term solutions for the problem areas. This will surely help you be trusted and approachable rather than just pushing yourself with employee engagement and whatever tools, as this will help them know you are with them and for them.

TRY THIS, IT WORKS!

Regards, Shruti

Dear Seniors,

Thanks a lot for the suggestions and help. 😊😊

Good news, I got the approval mail from our top management for conducting one-on-one sessions with the employees.

One more request. Please provide me with materials (like a list of standard questionnaires, feedback forms, etc.) required to conduct these sessions.

Thanks and Regards,
Manoj 😊

Hi,

This is my opinion. If I'm hurting you, I'm sorry for that. But one thing to consider is that it depends on us how we interact with the employees—whether we are very strict or have a friendly attitude. Most of the time, we need to act as a friend so that they feel comfortable sharing their problems or whatever is on their mind. However, it is also necessary to maintain a level of strictness regarding their attitude and work. Avoid being too lenient with employees.

It also takes some time to establish a friendly rapport with employees, especially when you are new to the organization, and the organization itself is new. Don't worry about it. Take care.