Ownership &empathy

Ownership &empathy

Ownership • Prelude ….. • A frequent complaint from supervisors is that an employee or team member should be doing something…but they are not. • And they state that when an employee is doing what they should be doing…it is being done incorrectly. • The managers wrestle with getting the supervisors to act like better leaders and deal effectively with their “errant” employees.

…..a sense of ownership. • When employees and team members feel ownership about their work, they respond with more positive motivation for the work they do. • They also respond better to change and are able to make the necessary changes and successfully adapt.

Understanding ownership

Ownership • Organisations value individuals who take ownership of the processes related to their work. • When you own it, you put in your best effort and get best results. • Front-end employees are the face of an organisation and must demonstrate ownership of customer service processes to provide an excellent service experience

Employees with sense of ownership are : • More receptive to new ideas • Accept the need for change • Respond quickly to change • Support continuous improvement efforts • Act as partners • Take ownership of the industry away from work

Results of ownership • Employees are valued resources for any leader to have on their team. • Employees to act as partners at work and as advocates for their employer away from work. • Any business would benefit from having employees who can adapt to change. • Such employees understand the need for change, and do not resist changes. • This makes the difference between success and failure for any project implementation.

Employees with ownership provide … • Increased business flexibility • Processes becomes changeable • Continuous improvement and problem prevention become the norm • Increased commitment • Employees can sustain positive motivation • Employees make positive contributions

Employees with ownership provide… • Increased satisfaction • Workforce is more stable • Turn-over, hiring, and training costs are diminished • Employees are more satisfied • Supervisors have an easier job managing the employees • Improved business results • Management experiences a profitable balance sheet

Ownership • Mine • we must believe that it is • MY workstation, • MY customer, • My office, • the potential for intrinsic motivation goes up. • When people feel a sense of personal ownership and task identity, they are more likely to be intrinsically motivated.

Ownership • Effect on Others • When employees feel that what they’re doing at work has a significant impact on the lives of others, a job can become more intrinsically motivating. • Employees seldom are unaware of the value and importance of their daily/hourly work activities. • Employees feel like they are simply doing meaningless activity. • Help raise yourself’ awareness of the impact that you have on the others by visiting customers (internal or external), talking to customers, and learning how the work impacts these customers.

Ownership - Results • Goals being met • Team members making positive choices • Employees becoming advocates for the company, both at work and outside of work • Supervisors having opportunities to do things that really add value to the organization

Trainer to show the video Lead India and lead a discuss on owning a job.

Case 1: • You are at the MPCM counter. There are no customers in the queue. • However, there is a heavy queue in the Finacle/Sanchaya counter. • In addition, you are not well aware of the procedures and products of SB/Insurance. • What action will you take ?

Case-2 • You work in Head Post office • Recently, a nationalised bank has opened a branch nearby and many long standing customers are deflecting from you. • In addition, senior citizens seem to be preferring an old co-operative bank nearby. • You have spotted this trend. You are the junior-most supervisor in the office. • What will you do?

Case-3 • You are working in a busy post office as supervisor • Everyday, many forms are required to be filled up by customers for their transactions. • The office always runs short of forms because of which the staff is irritated and keeps on searching for forms. • This will lead to awkward situation in front of the customers. • You want to do something in this regard. • What will you do next?

Empathy!

Hatred begets hatred----- Empathy begets Love! • You cant understand another person until you walk a few miles in their moccasins.

Empathy – Look from other side

What is Empathy… • Identification with and understanding of another's situation, feelings, and motives. • The attribution of one's own feelings to an object. • The power of understanding and imaginatively entering into another person's feelings. • The attribution to an object, such as a work of art, of one's own emotional or intellectual feelings about it.

Empathy ---Sympathy • Empathy denotes a deep emotional understanding of another's feelings or problems, while sympathy is more general and can apply to small annoyances or setbacks.

Empathy can be …. • One step beyond service • Care for people • Understand the feelings of others • Shared communion

Empathy… • Relate to the need of the others • Don’t change what others feel but accept and share them • Compassion for others • Show charity, benevolence and goodwill

A small story … A farmer had some puppies he needed to sell. He painted a sign advertising the pups and set about Nailing it to a post on the edge of his yard. As he was driving the last nail into the post, he Felt a tug on his overalls. He looked down into the Eyes of a little boy.

“Mister," he said, "I want to buy one of your puppies." "Well," said the farmer, as he rubbed the sweat off the back of his neck, "these puppies come from fine parents and cost a good deal of money." The boy dropped his head for a moment.

Then reaching deep into his pocket, he pulled out a handful of change and held it up to the farmer. "I've got thirty-nine rupees. Is that enough to take a look?“ "Sure," said the farmer.

And with that he let out a whistle, "Here,Dolly!" he called. Out from the doghouse and down the ramp ran Dolly followed by four little balls of fur. The little boy pressed his face against the chain link fence. His eyes danced with delight.

As the dogs made their way to the fence, the little boy noticed something else stirring inside the doghouse. Slowly another little ball appeared; this One noticeably smaller. Down the ramp it slid. Then in a somewhat awkward manner the little pup began hobbling toward the others, doing its best to catch up....

"I want that one," the little boy said, pointing to the runt. The farmer knelt down at the boy's side and said, "Son, you don't want that puppy. He will never be able to run and play with you like these other dogs would."

With that the little boy stepped back from the fence, reached down, and began rolling up one leg of his trousers. In doing so he revealed a steel brace running down both sides of his leg attaching itself To a specially made shoe. Looking back up at the farmer, he said, "You see sir, I don't run too well myself, and he will need Someone who understands."

The world is full of people who need someone who understands. Show Empathy! Get Love!

Credit: Unknown Author

Activity • An illiterate aged person visits your office to send an application for social security pension to revenue authorities. • He does not know how to book an article. • The application also partially filled. • Counter PA refuses to book as the address not written on the envelope. • What will you do as a supervisor?

Activity • One of the beneficiary of social security scheme is getting the money through Basic savings account opened at your office • You received an information that the beneficiary is struggling to come to post office because of ill health to take withdrawal from the account • What is your action as a supervisor of the office

Thank You

Ownership &empathy