We’re Heading Back To The Office (A Bit) – Now What?

As the world continues to battle with Covid-19 and move through various stages of locking down and unlocking, this month I have found myself talking with my clients about what to do now that some of their team (and themselves) have started to return to the office.

What’s the right thing to say or do as a leader? Is it ‘as you were’? Or is it all completely different?

Whatever our own personal experience, all of us are living through generation defining change, and in this different, changed world into which we all emerge, gradually - and blinking, the reality is that as we start to return to the office, it will feel either very weird or very familiar.

Our challenge as leaders to lead change, engage others with change, drive change, create a culture in which change feels good… so, as we get used to the reality that Covid-19 is with us forever, and our working patterns will be different (for some - forever), the absolute priority for us do now is step up the quality and quantity of our communication.

Why?

Because the default human response to change is consistent around the world - namely, what will I lose?

Given that reality, being a better communicator as a hybrid leader now means:

1. Avoid the mantle of the keyboard warrior. Of course I realise that if you’re running a global business with a 5,000 employee strong organisation then that’s not as easy as it sounds. However it’s no less important to communicate more often, through more channels, with more clarity. Written communication (in long or short form), will never be as effective as the spoken word. Make time for it; defend time for it; and review the impact of your conversations afterwards. That’s the inescapable and outstanding reality of our communication. We can measure its impact in the response we get. If our teams are confused then it means we weren’t clear. If our people are disinterested that we’ve not been persuasive enough. If our organisation doesn’t care, then we’ve not involved them in the right way to engage them.
2. Don’t assume you have to have all the answers. Leading change effectively is never about having all the answers, it’s always about having the right questions. No business, no government, no country, no executive team, no company had a playbook for Covid-19. Why on earth would we assume that there’s a playbook for hybrid working? We’re all working this out as we go. We all need to stay curious, be experimental, get comfortable with failure (and we will sometimes). This is all new. So, what do you need to ask now? What do you need to know from your teams now that which enable you to help them be more effective as they navigate new working patterns?
3. Listening is underrated and poorly executed. And it’s got worse through remote working. What’s really being said here? I am visible? Present? Suspending my agenda and deeply listening to the words being said and those not being said? Or am I half- hearted, jumping ahead, trying to ‘send that quick message’ whilst professing to care? The greatest delusion is that we think others won’t notice. They do; always. The greatest gift we can give others is our time and undivided attention. How much of your time and your attention are you really offering to your teams at present?
4. Reflect, rehearse and refine key messages. I’m not talking about rehearsing everything you want to say before you say it. However, what I am talking about is the absolute, pinpoint accuracy with which you craft the messages which reach people. For those of you who have worked with me in the past, you know I’m a fan of the number three. What top three messages need to land with your teams immediately? Remember, these are the messages that resonate, change minds, win hearts and drive the right behaviours. What are the top takeaways that you want your team and the wider organisation to hear, understand, believe… and repeat? Rehearse them to ensure brevity, precision and impact.
5. Encourage conversations and connections between teams and individuals. Who needs to be connected with whom? Where is there an opportunity for learning? Mentoring? Best practice sharing? We’ve all been away from the office, at home, with overbooked calendars, kids being home schooled, no delineation between ‘work time’ and ‘home time’, plus longer days, more stress, a lot of uncertainty, illness, sadness, grief, loss. The initial excitement of Zoom virtual drinks or wearing silly hats has long since gone. Who do we want to get talking to whom? Great conversations change people. When we change people we change performance.

What all hybrid leaders need to do now is get even better at having, facilitating and driving better conversations with and between their people.