I currently manage a Tier 1 and Tier 2 Service Desk supporting a little over 3,000 users. Over the last year we have encountered a lot of issues regarding attendance with two individuals with medical conditions. Both individuals were average to poor performers, but due a morale dilemma on my part and FMLA regs, I've not been able to backfill the positions. We have brought in contractors to help out, but the constant "here one day, gone the next" has made task assigning very difficult.
One of the individuals decided to leave the company, while the other is out on a company support leave. This, coupled with other absenteeism, has drug down morale in my shop. I'm having conversations with those with excessive absenteeism and taking disciplinary action where necessary. Overall this has really lowered morale on the team. I've put extra focus on ensuring team leads are conducting their one-on-ones and are regularly giving feedback. I have to also admit I've been lacking in this area as well.
I'm trying to figure out different ways to raise morale, like a team event etc. but I've always been told that team events can actually hurt morale even more. If we did a team event, I'm also afraid participation would be low unless we did it during working hours, thus forcing people to be there. This doesn't sound like a good idea either.
I'm not sure how to proceed...any advice?
Raising Morale - Options to Improve
Jay - first of all, I think you're really on the right track by trying to fix what's broken (like addressing absenteeism). Morale is a by-product of your organization - reflecting whether it works or not. So it's difficult - though popular - to try to "address" morale directly.
I've done a lot of events over the years, and put in ways to improve employee engagement. The ONE THING I'd tell you is to [b]be genuine in any efforts[/b]. Make sure anything you do is based in reality and reflects your genuine intent - otherwise people will see through it in a heartbeat.
-Hugh
Raising Morale - Options to Improve
Morale is a side effect of people feeling good about the work they do, and the folks with whom they do it.
Sounds like you're doing some of the right things: address absenteeism, weed out the underperformers. You must raise the bar. You must expect more out of your staff.
You need to have measurable goals, rewards for hitting those goals, and consequences if they don't. The best "event" is doing well at work.
And if you go on a one day outing without addressing work performance day-to-day, everyone will know you're focused on the wrong things, and morale will erode.
There are a number of steps you'll need to take: determine goals, measure performance, do your one-on-ones with your directs, provide feedback, coach, etc.
How much of the MT "Trinity" have you already put into place?
John
Raising Morale - Options to Improve
[quote="jhack"]
How much of the MT "Trinity" have you already put into place?
John[/quote]
So far I've instituted One-on-Ones and the Feedback model, albeit with some issues. I can see where the One-on-Ones my directs do with their directs need to be more consistent. I recently learned that one my directs hasn't held a one-on-one with a difficult team member for several months.
Also, I feel I'm still weak with the Feedback model, and found the podcast on rolling out the Feedback model very helpful.
I'm hoping with having more consistent one-on-ones and more practice with the Feedback Model will help improve things.
Raising Morale - Options to Improve
It takes time for the trinity to really kick in. Building trust can't be done quickly. As M&M say, it's not sexy, it's boring and repetitive.
Keep at it. Also: The MT-members podcast from 2007-05-16 on TeamBuilding 101 is pertinent to your situation.
John
Raising Morale - Options to Improve
[quote]I recently learned that one my directs hasn't held a one-on-one with a difficult team member for several months[/quote]
Just a real quick comment on this is necessary. This could be considered differentiated treatment by the HR and legal folks and could erode your case in the event of having to fire. Everyone in that directs org gets one on ones, feedback etc or no one does.
Raising Morale - Options to Improve
You might also want to set some metrics to rate your people for that can be adjusted for medical leaves and other absences. (e.g. average customer satisfaction, or average calls closed per day) Based on those metrics, you can create a case for replacing your poor performer(s) objectively and without being punitive due to their condition.
As an alternative to a team event, setting a goal/reward might be more effective. So if they can boost XYZ by the end of the year, everybody gets a gift card or a party or whatnot.