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BUSINESS: Employee Engagement In Your Vision And Bottom Line, How Important Is It?

Published

10 years ago

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By Colleen Lindberg
June 4th, 2014 Edition

Employees are the front line to our business. They are usually the first person our clients and customers meet when they walk into our office and stores or are the first one they speak with when they call into our offices. If our employees are not engaged in our vision or the bottom line of our company, this can be a real hindrance factor on the experience of the customer.

Let me give you an example
“I heard about your product through a friend of mine, who passed along your company contact information, including your website. I took the time to go onto your website, search around, dabble a bit and then decided that I wanted to speak to someone to get my questions answered. I called the phone number that was provided on your website. Sally answers the phone in a monotone voice, a little mumbled and says “Thank you for calling xxx consulting services, how may I direct your call?” I let her know that I was on your website and wanted to speak to someone about my questions. Sally asks me, “What department would you like to speak to?” I tell her I am not sure, one that will answer my questions. She sighs and gets a bit frustrated on the phone, seeing that I am annoying her, I just tell her to transfer me to the customer service department, she says you are speaking to customer service department, how can I help you?” Now, I am frustrated at this point, as my time is being wasted and after I ask my questions to Sally she says to me “Oh I am not the person you need to speak to, you need to speak to sales”. So after all this experience, I am a frustrated customer, feeling underappreciated. I feel like I just wasted my time and my sense of things is “What is this company doing?“

Now this whole scenario could have changed if the conversation with Sally had been different. A few key things to note about Sally. She wasn’t happy from the first minute she answered the phone. Sally hasn’t been feeling appreciated in her role, she feels like all she does is answer the phones and her job is meaningless. She doesn’t align with the vision of the company, nor has anyone asked her about her opinion. You might be thinking, well Sally is only the Receptionist/Customer Service rep and she doesn’t make those kind of decisions. You are right, however you just read about a scenario where Sally is the first point of contact for the customers, she is the one that will dictate the customer’s first experience. If she was cheerful, helpful and motivated to do her job, the customer that called in would have felt appreciated and valued, instead of frustrated and confused now not wanting to engage in the services of the company because of the experience with Sally.

As business owners and leaders of organizations, we need to recognize that every person in our organization and every seat on the bus plays a pivotal role in the function of the company. All of the pieces are necessary to make it turn. So the real question is how do we include all of employees on a more consistent basis so that they feel valued and in turn your customers and clients are also feeling valued.

Here are three tips:
1) Ask your employees for their opinions when the company is making decisions and emphasize that every role and every person brings a voice that contributes to the company. When you are holding meetings to discuss changes and or new avenues of the business, consider having a meeting with all the team and brainstorming with them about these new thoughts or ideas for change. This will allow your team to feel a part of something bigger than just their role.

2) Host more consistent team building events. Whether it be a movie night, bowling, a spa day or game night, or a specialized workshop/training session, group workshops, or family barbeques where everyone can bring their kids and spouses. This will allow relationships to be solidified at different levels and the feeling of being a part of something bigger will be enhanced. It will also make our employees feel more valued as the company is going out of their way to enhance team building.

3) Lastly, consider having weekly mini meetings with departments ie: customer service, sales, manufacturing etc. to address key issues of the week, thoughts people have about changing things around, addressing customer issues and all around talking about everyone’s thoughts. This will allow the manager to engage his team on a more consistent level. It will also allow the team to discuss customer (department issues) issues as a whole and be able to address them on a more consistent basis. It will continue to solidify the team’s relationships for a more effective team synergy and understanding.

You may already have a great corporation that has growth and a solid vision and who knows you may have been around in the industry for 20 years already, I still ask you the question “Are your employees feeling valued and engaged?” “Do they know what the vision of the company is and do they feel like they are a part of it?” If you don’t know the answer to these questions or your answer is no, you might want to consider making some changes. As I said in the beginning, our employees affect our customers, the more appreciated our employees feel the more our customers will feel appreciated.

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Technology

How Toronto’s Caribbean Community is Leading in Digital Innovation

Published

1 week ago

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April 16, 2024

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Toronto’s Caribbean community is making significant strides in the realm of digital innovation, reflecting a vibrant and dynamic force within the city’s tech sector. This burgeoning influence spans across various sectors, including technology incubation, digital education, and entrepreneurship, underscoring a profound impact on Toronto’s digital economy.

Fostering a Culture of Innovation

The Caribbean community in Toronto is actively contributing to a culture of innovation that is pivotal for the city’s future advancements. Through collaboration with local and international businesses, startups, and academic institutions, this community is part of the driving force behind Toronto’s position as a hub for innovation. The city is home to over 70 incubators, accelerators, and co-working spaces, offering programs that support startups in technology, manufacturing, food production, fashion, arts, and music.

Central to this ecosystem is the MaRS Centre, one of the world’s largest urban innovation hubs, which houses entrepreneurs building Canada’s next generation of growth companies. Toronto’s impressive tech industry, supported by giants like Microsoft, IBM, Cisco, Google, and Facebook, benefits from the diverse talents and innovative spirit of the Caribbean community​​.

Digital Education and Entrepreneurial Spirit

The Toronto Caribbean community’s commitment to digital education and entrepreneurship is evident through initiatives such as the Toronto Reference Library. This hub invites users of all ages and skill levels to explore digital creation, offering activities and workshops on topics like 3D printing, graphic novel book clubs, and crafting circles. Such programs are crucial for fostering a culture of lifelong learning and innovation, enabling community members to acquire and refine digital skills.

Contribution to the Digital Economy

In the rapidly evolving digital economy, Toronto’s Caribbean community is not just a participant but a trendsetter. This is evident in the diverse range of digital services thriving in the city, including sectors such as life sciences and healthcare. The community’s innovative spirit contributes significantly to the city’s standing as a leading North American tech hub, with a vibrant biotechnology cluster and a comprehensive network of hospitals, research institutes, business incubators, and venture capital organizations. Also, initiatives like the Caribbean Digital Summit and The LEGUP Wealth Symposium featuring leaders from Caribbean governments and the tech industry, exemplifies the community’s active engagement and leadership in digital transformation and governance on a broader scale​​.

The real-time table games in Canada exemplify the wide array of online services prospering under this innovative umbrella. This digital sector benefits from the technological advancements and entrepreneurial drive within the Caribbean community, illustrating the diverse impact on Toronto’s digital landscape.

Toronto’s Caribbean community is playing a pivotal role in shaping the city’s digital innovation landscape. Through a commitment to education, entrepreneurship, and collaboration, this vibrant community is contributing to Toronto’s reputation as a global hub for technology and innovation. The synergy between the Caribbean community and the broader tech ecosystem in Toronto is proof of the power of diversity in driving progress and creativity in the digital age.

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Technology

Jamaica’s Back-to-Back CONCACAF Gold Cup Final Appearances

Published

1 month ago

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March 11, 2024

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Jamaica, a small island in the Caribbean, may not be one of the first countries that come to mind when you think of soccer. However, in recent years, the Reggae Boyz have been making waves. And following the underdog stories unfolding at the current African Cup of Nations, the Jamaicans may well feel that success is just around the corner.

2024 – A Big Year For International Football

In the Ivory Coast this winter, AFCON has been making waves following the stunning early exits of almost every heavy hitter. The likes of Algeria, Tunisia, and Ghana all bowed at the group stage, while Egypt and Morocco followed them in the round of 16.

But it isn’t just Africa that has a continental competition taking place this year. Both the 2024 European Championships and Copa America will take place, tournaments that online sports betting sites have made England and Argentina the favorites to win, respectively. Caribbean involvement will have to wait until next year when the 2025 CONCACAF Gold Cup gets underway, and Jamaica will be hoping to channel their success from years gone by into action.

2015

The 2015 CONCACAF Gold Cup was held in Canada and the United States, with Jamaica competing against some of the best teams from North and Central America. Despite being underdogs in many matches, the Reggae Boyz managed to make it all the way to the final. Inspired by the performances of former Premier League wingers Jobi McAnuff and Gareth McCleary, the Caribbean outfit defeated the highly-rated Costa Rica to top Group B.

That set up a meeting with Haiti in the quarterfinals, and a goal from former Derby County man Giles Barnes was enough to secure a narrow 1-0 victory. In the semifinals, they met a much fancied United States in front of 70,000 raucous fans at the Georgia Dome. But they weren’t intimidated, racing into a two-goal lead before clinging on for dear life in the second half and eventually running out 2-1 victors. Unfortunately, they were ultimately downed 3-1 by Mexico in the final, but not before they had captured the hearts of North America.

2017

Two years later, in 2017, Jamaica once again found themselves in the final of the tournament. This time around they faced the reigning champion Mexicans in the group stage, holding them to a goalless draw. Victories against Curacao and a draw with El Salvador were enough to seal their spot in the knockout round however, they headed into the latter stages as an unfancied side once more.

In the quarterfinals, the Jamaicans duly brushed aside Canada thanks to goals from Shaun Francis and Romario Williams. That set up a meeting with Mexico once again, and this time around, they would have their redemption. Fullback Kemar Lawrence scored the only goal of the game in the 88th minute, leaving El Tri stunned and sealing the Reggae Boyz’ spot in the final.

There, they faced off against the hosting United States at Levi’s Stadium in Santa Clara, California – home of the San Francisco 49ers. The Jamaicans were hoping to repeat their heroics of two years prior and come out on top, however, this time around it was the Stars and Stripes that ran out victorious. With the contest level at one goal apiece, Seattle Sounders striker Jordan Morris popped up with an 88th-minute winner to secure the victory.

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Business

Victim Services of Durham Region invites Ontario schools and youth to Youth Violence Prevention Symposium

Published

2 months ago

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February 24, 2024

By

BY PAUL JUNOR

Victim Services of Durham Region (VSDR) is committed to educating and informing young people with the knowledge and education they need to make informed decisions regarding critical issues that affect their lives.

In order to fulfill its mission, it will be hosting its annual online Youth Violence Prevention (YVP) Symposium. It will take place over a two-week period on Monday, February 26th and Friday, March 8th, 2024.It will be geared to Grades: 7, 8 and 9 students who will be able to access it using the online learning platform, Learn Worlds.

VSDR has been active over the years in the Durham Region where it has provided a range of services to help those affected and impacted by crime, or sudden tragedies. It is the only one of its kind that offers specialized services and support 24/7, 365 days per year to these individuals.

Their vision is to have a safe community where people are supported, empowered and thriving. The press release states that they provide trauma-informed, anti-oppressive crisis intervention services, including emotional support, safety planning, and financial assistance. In addition, there are translation services available in over 300 languages to those who need them. Case management services are also available, which assist individuals to bypass bureaucratic roadblocks with available:

subsidized housing, income support, medical and police services.

VSDR provides tailored support to survivors and witnesses of all crimes; 85% of its clients have experienced gender-based violence, including: survivors of intimate partner violence, sexual assault and human trafficking.

Some of the programs VSDR offers are:

  • Crisis Response
  • System Navigation
  • Victim Quick Response Program
  • Human Trafficking Prevention/Intervention
  • Youth Prevention Workshops
  • Professional Training
  • Hotel Staff Training

The symposium will consist of accessible online modules that will be broken down into educational content, specific videos and in-class activities that are grade specific and align with curriculum targets. The six modules per grade are:

  • Consent & Healthy Relationships
  • Human Trafficking
  • Online Safety, Cyber Bullying and Image Sharing
  • Teen Dating Violence
  • Gang Violence & Peer Violence
  • Empowerment & Self-Care

The following are aims of the symposium:

  • Protect and empower young people.
  • Engage with issues like human trafficking, consent, healthy relationship, sextortion, teen dating violence, gang awareness, and cyber safety.
  • Provide insights on vulnerabilities and risk factors through activities and presentations.

Through partnerships with schools and educators it has been possible to:

  • Provide interactive online modules, games and videos.
  • Focus on learning in a safe setting.
  • Information on where to seek support provided on the event day and beyond.

Since 2020, the annual Violence Prevention Symposium has made a significant impact in the lives of young people as its program evolves from just focusing on Anti-Human Trafficking to issues that reflect emerging youth trends.

Some of the Impactful Results are:

  • Youth knowledge increased from 35% to 97%
  • Over 300% decrease in the number of youths educated since 2020
  • 48 disclosures received in 2023 as a result of symposium education.

VSDR is anticipating great things from the 2024 symposium. They will continue to adapt and adjust the programs and services they deliver in light of the changing landscape and rapidly evolving world of teenagers.

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