is for Clarity.
This is the third post of my Employee Morale From A-Z series, and C is for clarity. I talk about clarity so much with my clients that one of them started calling me the Queen of Clarity. I consider that a compliment…because in the hierarchy of things that contribute to a great workplace culture and build strong employee morale, clarity is at the very top of the list.
Employees need clarity about every aspect of their jobs, including (but believe me, this isn’t an exhaustive list):
- The goals they are working toward, and how those goals contribute to the organization’s mission
- Who they report to (you’d be surprised how often employees don’t know when I ask this question!)
- Job responsibilities
- How to perform the job correctly
- Priorities
- How their performance will be measured
- Who they can go to with questions
- When to arrive for work, where to park, what to wear
- When they get paid, when they’ll be eligible for raises
- Opportunities for professional development and promotions
- Details about sick days, vacation, PTO
Clarity is critically important to the well-being of employees because it helps put them at ease, makes them feel safe, and relieves anxiety and stress (allowing them to focus on work). Clarity also…
- Makes employees feel like they belong, are wanted and welcome
- Conveys that their leaders are on top of their game and know what they’re doing
- Gives the employee confidence
- Motivates them to perform at a higher level
- Builds trust
- Makes them feel good about where they work
- Adds meaning to what they’re doing
- Greatly reduces the aggravation (and sometimes even humiliation) of trying to figure out what they’re supposed to do; why and how they’re supposed to do it; when they’ll get paid for their work; and on and on.
When there is a consistent lack of clarity in some key areas, employees feel angry, stressed out, and even (as noted in the bullet point above) embarrassed (through no fault of their own). A lack of clarity also…
- Leads to employee feeling unsafe and insecure
- Keeps employees from feeling a positive connection with their employer
- Creates apathy, low morale, and presenteeism—when employees are at work—but their minds are somewhere else (the lights are on, but no one is home!)
- Causes employees to complain about their job and employer to co-workers, family, friends, and customers…which damages the company’s reputation
- Makes the very best employees start looking for another job
- Creates resistance
The last bullet point above is an important one. I’ve found that many employees who seem resistant or uncooperative are actually not difficult people at all. They are simply responding in a very normal way to a lack of clarity.
To ensure clarity, make a list of every detail that new employees need to know. It’s obvious to you where the new employee should hang her coat, get a cup of coffee, and find supplies, but that new person walking in the door knows nothing.
Here are some important tips for communicating with clarity with all employees:
- Don’t make assumptions about what employees may know or understand.
- When communicating to two or more people, always communicate to the least informed person.
- Talk more slowly when…
- Explaining something that is new or unfamiliar to the employee.
- The information is extremely important.
- The topic is relatively complex.
- Discussing something that is difficult for the employee to hear.
- Repeat what you’ve said (use an abridged version, if possible).
- Talk in complete sentences.
- Don’t use jargon, abbreviations, initials, or inside jokes unless you are 100 percent positive that the employee knows exactly what you’re talking about. No one wants to be exposed to JARGON MONOXIDE.
- Always ask if someone needs clarification. Each of us has unique experiences, backgrounds, and frames of reference. What makes sense to you will not necessarily make sense to everyone else. Just because something is clear to you doesn’t mean it’s clear to someone else. Also, remember that people learn and retain information in different ways.
- Never speak in a condescending way.
- Anticipate and address what may be confusing: “You might be wondering how the approval process works.”
- To encourage employees to ask questions:
- Ask them if they have any questions, need more information, would like to go over information again.
- Reward them for asking questions by saying things like:
- That’s a good question!
- I’m so glad you asked that.
- I can see why you’re confused about that.
- Don’t ever hesitate to ask me something. If I don’t know the answer, I’ll find out or we’ll figure it out together!
- When answering questions:
- Regardless of what you may be thinking, always show complete respect to an employee asking a question. This means:
- Do not laugh or smirk at a question you think is silly.
- If you believe the answer is obvious, don’t reveal that through your words, facial expression, or body language.
- If an employee asks the same question for the fourth time, assume that the problem lies with the person answering—not the person asking.
- AND FINALLY:
- Always be kind.
- Remember that interruptions are an important part of your job.
- Never ridicule or tease an employee.
- Do not do or say anything that might cause an employee to feel embarrassed or humiliated.
- Do not speak sarcastically to an employee.
- Say thank you.
- Always be friendly but professional.