National Customer Service Association
...Customer First
Belonging Matters
According to the SHRM article “Why Belonging Matters,” the following statistics were found in a survey measuring employees’ sense of belonging in the workplace:
25% of workers reported not trusting their manager to treat them fairly.
26% of workers do not feel emotionally safe at work.
27% of workers say that their workplace does not clearly provide opportunities for employees to openly discuss issues without fear of penalty, punishment or retaliation.
27% of workers did not think their manager encourages a culture of open and transparent communication.
45% of black workers say their workplace discourages discussions about racial justice issues (vs. 30 percent of white workers).
Being accepted at work is crucial, not only for human dignity but also for maintaining consistently top-notch customer service. While employers may hesitate to delve into employees' emotional lives and may feel unequipped to address such issues, neglecting this aspect can result in staff feeling disconnected from the business, their managers, co-workers, and customers. This leads to decreased quality of work, overall dissatisfaction, and negative impacts on the bottom line.
Regardless of organization size, contracting with an Employee Assistance Program (EAP) can provide necessary support for employees. Demonstrating care for employees and acknowledging when assistance beyond the employer's expertise is needed are essential responsibilities for everyone. Building personal connections with staff fosters mutual dignity, fulfilling a fundamental human need.
Addressing anything hindering functional and emotional support within the organization is imperative. Each individual has a role in ensuring this happens. Communicate personal needs for optimal work performance and alignment with the organization's expectations. Employers and managers should seize opportunities to connect with staff on a personal level, fostering a true WIN-WIN.