Concerns about the overuse of “Sorry” in the workplace, have left some people confused (dare we say, “jaded”) about how and when to sincerely apologize.
Apologizing for everything including things that don’t warrant a response can signal a character flaw of untruthfulness; in fact, such insincerity has been dubbed “a backhanded apology” or a “nonpology”. However, NOT apologizing in a situation when it IS necessary expands the breach between you and the other party.
For incidents that truly warrant an apology, make every effort to genuinely express regret.
That said, apologies take on a different energy in the workplace…corporate culture may have a lot do with it.
Keep these three ideas in mind for workplace apologies:
1) Apologize as soon as possible. Rectifying the issue quickly enables all parties involved to move forward instead of unnecessarily brooding over the matter.
2) Own what happened. Taking responsibility for what occurred will open the door to empathy. Avoid explanations that may be perceived as a defense mechanism…it could lead to a debate which could completely derail the apology.
3) Discuss with those who were offended what you learned from the mistake. Doing so will demonstrate that you have the capacity to evolve and that you won’t make the same mistake again. Make sure your discussion and the apology are concise.
In the comments below, share your tips for crafting the perfect workplace apology and don’t forget…make it a great day!
Many people find it difficult to be on the receiving end of constructive criticism. It can feel like an attack—especially if it isn’t delivered thoughtfully and with empathy.
We can’t stress enough how important it is to mentally reframe corrective action as an opportunity for continuous growth and improvement. As an employee makes performance adjustments based on feedback, their performance reviews/ratings will increase (not to mention job satisfaction!). When an employee can effectively process corrective feedback, they will be happier and more productive.
Here are a few practices that you can share with your team from Forbes.com:
1) Actively listen. Repeat and affirm what you’ve heard. This gives the brain time to process without becoming defensive. Body language is also a component of active listening. Check your posture. Are your arms folded? If so, relax your arms and maintain good eye contact.
2) Thoughtfully consider the feedback given to you. Avoid quickly rejecting or accepting the person and take your time to evaluate the information. Consider the impact of the requested change. Reflect on how frequently you receive similar feedback from other coworkers or in other environments, i.e., at home.
3) Remain open…ask followup questions using the start, stop, continue format. Begin by asking, “What is something that I am not doing that you would like me to start doing?”. Next ask, “What is something that I am doing that you would like me to stop doing?”. Finally ask, “What is something that I am doing that you would like me to continue doing?”.
Take these tips into your next feedback session and leave with clear understanding and amazing opportunities for improvement.
Share your best practices for receiving corrective feedback in the comments below. Make it a great day!
Dialing up the client services department to complain (or compliment) about your buying experience can be a hassle. Let’s be honest, it’s just easier to use social media to convey good or bad consumer experiences to solve our problem.
Social media customer service was once a rarely used service channel, however, that has changed. Companies are bringing customer service pages back to the internet.
According to Forbes Business Magazine, addressing service quality on a social media platform boosts a company’s brand. When executed with empathy, it presents situations to the public that describes how the business treats its consumers (this can also be a golden opportunity to shine if you’re delivering exceptional quality care).
To thrive in commerce on the world wide web, your customer service had better be on point. So, consider this:
1) Identify which social media platform you’ll use to communicate with customers. Ideally, it should be the same platform the majority of your customers currently use.
2) Decide on an appropriate response time. How quickly will you commit to responding to your customers? Most customers expect feedback within an hour. Establish customer expectations with automated responses that identify turnaround time. Post your service hours.
3) Make sure your company’s values are reflected when acknowledging customers criticisms. Coach employees on proper verbal and written tone of voice. Offer specific examples and encourage role play to enhance the training.
4) Monitor conversations on your social media platforms in order to gain insight into public opinions about your business and products. Use it to improve your weaknesses.
Tell us how social media has impacted your customer service delivery.
Remember, make it a great day!
According to Wikipedia.com, cancel culture is a form of “shunning or boycotting” an individual based on their egregious behavior or controversial statement. Undoubtedly you’ve heard of celebrities being “cancelled” and falling victim to cancel culture, but what about companies? Yes, companies have also gotten caught up in cancel culture. Look no further than your breakfast table and you’ll find examples of companies and brands such as Goya Foods, Aunt Jemima (Pearl Milling Co.), and Cream of Wheat that have recently faced such backlash.
Being prepared is a company’s best defense when it comes to cancel culture. First and foremost, hear your customer clearly and assess the gravity of the situation. Never underestimate the power and reach of social media. Baby boomers may mistakenly view social media as frivolous; however, it is important to actively monitor your social media for customer complaints. Addressing customer complaints quickly and properly is imperative. Using social media to solicit solutions from customers is a great way to show customers that you care and you’re listening.
Second, consider all the ways your message could be interpreted. This is one of the reasons diversity is important. Despite your intent, your message can be interpreted differently by others based on their life experiences and beliefs. Draw on your team’s diversity for feedback.
And finally, mistakes are bound to happen. But it is important to quickly address errors and accept responsibility. Offer an empathetic and genuine apology alongside your plan for improvement or prevention.
Now, let’s go out there and make it a great day!
How to Attract Generation Z Talent
Generation Z is bombarded with online information at all times so companies need be sure that job postings capture and keep their attention. Job postings should be short, engaging, and mobile friendly. Adding short video on YouTube, Instagram, or Facebook that tells them about life at your company will grab their attention and prompt them to look closer at your company.
Here are three more ideas on how to attract qualified Gen Z prospects:
1) Provide growth opportunities. Dog-friendly offices and daily free lunches are not the magnet for Gen Z as it is with Millennials. Financial incentives and career advancements are the ticket that will draw them. In fact, according to LinkedIn, almost 60% of Gen Zers want to learn professional skills in order to make more money. They cite Entelo, a recruitment software company, as awarding all of its employee $1,000 each year to spend on continuing education and professional development
2) Gen Z expects workplace technology to be state-of-the-art and operate with optimal speed. According to Dell Technologies, 80% of Gen Z students aspire to work with cutting edge technology and 91% say technology would influence their job choice.
As artificial intelligence (AI) continues to invade our daily lives, workplaces need to determine how to keep up and make use the skills that young digital natives (Gen Z) possess.
3) Champion their independence and entrepreneurial spirit. According to ServiceNow, Gen Zers want:
Professional growth/learning opportunities: 37%
- Interesting and relevant work: 29%
- Remote work location/flexible work schedule: 25%
- Job security: 25%
- Worklife balance: 23%
- Reputation of the company as a great place to work: 23%
Keep in mind that Gen Z embraces, authenticity, truthfulness, and empathy…all the more reason that the foundation of your corporate culture and core values should be based on inclusion and belonging.
Make it a great day.