Delivering a dynamic employee experience

Michelle Thompson-Dolberry, MFS Chief Diversity, Equity and Inclusion Officer at MFS Investment Management

Through this interview Michelle Thompson-Dolberry, MFS Chief Diversity, Equity and Inclusion Officer at MFS Investment Management talks about the importance of human leadership in creating a supportive and inclusive workplace culture.

As the world challenges us with more complexity and conflict, meeting your employees where they are through dynamic DEI and HR support could help your workforce not only survive, but also thrive. Today, there are more societal and world events impacting the wellbeing and productivity of your employees, even if they don’t affect your business directly. Not only should employers acknowledge that impact, but they should also recognize that employee needs are changing. Today, employees want workplace support, psychological safety, connection and a sense of purpose. More and more, they will look to their leaders to provide that.

Understanding expectations and impacts

As Gartner points out, employees expect their leaders to actively listen to them, as well as acknowledge and care about what they are going through. In fact, Gartner reports that 84 percent of employees agree that leaders must operate with authenticity, empathy and adaptivity, what they call “human leadership.

“Transparency and consistency are very important. Employees with clear expectations for how leaders and the business will operate day to day are likely to be more confident and calmer during societal events.”

Why does this matter so much? When leaders and employees together foster an inclusive, calm environment – the workplace is more open to collaboration, innovation and fresh ideas. Companies that nurture a safe, inclusive workplace can harness the power of a diverse workforce and benefit from different perspectives combined to make better decisions.

Human leadership also creates trust, which is critical to employee wellbeing. Research published in Harvard Business Review showed that employees who trust their employers have 74 percent less stress, 50 percent higher productivity and 40 percent less burnout. Just as important, as Gartner reported, highly engaged employees improved their teams’ performance by up to 27 percent.

Further, engaged leadership and an inclusive culture not only help create positive employee experiences, but may also lead to greater productivity. According to Seramount research, leaders promoting employee engagement, satisfaction and DEI initiatives, have a positive impact on the business. On the other hand, a poor company culture is 10 times more impactful than compensation when it comes to predicting employee turnover.

Navigating change and meeting the moments

Understanding what your employees are going through is an essential first step. Now, what can you to do help them navigate pivotal moments, whether societal, work-related or personal – while keeping them focused and feeling supported? In other words, how can you help them “meet their moments?”

That’s a question we’ve asked ourselves at MFS, and we’re building a DEI/HR-connected initiative around the answer. Our program starts with helping employees and managers understand what behaviors help foster a safe and inclusive environment – such as empathy, civility, respect and allyship. We also encourage an inclusive environment through one of our company values, “celebrate all differences.” This value not only fosters acceptance, it also allows our employees to be heard, valued and included. We believe that if our workforce operates this way in periods of calm, they will support each other and navigate more effectively in times of crisis.

Providing essential resources

But that takes learning, education and adaptable ways of supporting employees. Providing resources like training programs, speaker events and mental health support can reduce anxiety and help employees navigate both day to day interactions and global events with limited distraction.

Why is the potential for that distraction more prevalent today? Consider our ‘new normal’ since the pandemic. The world has grown more complex. Politics are more polarized. And, social justice issues have heightened along with widening gaps in socioeconomic status. Add to that the fact that more hybrid and remote employment has integrated employees’ work and home lives. As a result, what impacts them personally could impact them professionally. In addition, with social media and a 24/7 news cycle, none of us can avoid hearing about and seeing what’s happening in the world outside the workplace.

That’s why transparency and consistency are so important. Employees with clear expectations for how leaders and the business will operate day to day are likely to be more confident and calmer during societal events. In addition, communication is critical to ensuring that employees know what extra resources and support are available to them.

To manage employee expectations, be sure to coach leaders carefully. As Gartner points out, leaders must be equipped with tools that support “confident, in the moment judgements.” That might mean training or extra guidance to help leaders help employees adapt during pivotal moments.

We’ve taken several measures to support our managers in this way. For example, we’ve used our monthly manager newsletter to provide DEI-related tips on how to foster a strong culture, work with diverse team members and cultivate a growth mindset within their teams. We’ve also provided conversation guides to help them navigate day-to-day and more challenging conversations with their teams. Considering how much of an impact managers have on employee engagement and the sense of belonging in a workplace, putting this support into place is well worth the effort.

Businesses that can adapt to world complexity while keeping their workforce calm, engaged and productive will ultimately have the greatest success. But that starts with a more dynamic and personalized employee experience delivered through multifaceted DEI and HR support. Add human leadership and your organization could be better prepared to meet pivotal moments.

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