A TCF work culture is built on what we do every day
A healthy work environment contributes directly to the success of our organisations and their ability to deliver a TCF experience to our customers. Building and embedding a TCF culture takes time and effort; it is not built in a day. Becoming co-authors of our culture, i.e. shaping the behaviour and daily practises, is essential as our work impacts all of our relationships. As we spend a substantial portion of our day at work, it makes sense to contribute to the impact it has. Co-creating your culture helps produce a positive impact, rather than a negative one.
Here are 4 ways to develop and maintain a TCF work culture:
1. Take ownership of your contributions
A TCF culture is based on what we do each day; it is not a document or strategy. To build a more positive work environment we need to take ownership of what we contribute, and become co-authors of the culture. An attitude that someone is 100% wrong (or right) can negatively impact the way we operate professionally. It can be easy to feel that someone else should take most of the responsibility for an issue, especially when we think we are only partially at fault. In an organisation where taking responsibility often means blame, this is understandable but it is important to remember that only when we take responsibility can we effect change. Research demonstrates that owning what we have contributed to an issue can help others become less defensive, and begin to work towards a co-created solution. Instead of assigning blame and avoiding responsibility, own your contributions and then begin seeking solutions.
It matters what we do each day.
2. Trust and respect matter in a TCF work culture
One of the best ways to build trust and respect is through listening – asking questions to really understand another person. Sharing our humanity through a little vulnerability can be a powerful relationship building tool whether with colleagues or customers. We tend to respect someone we feel is human, and not too perfect or invulnerable. We may feel others are being dishonest (or even that they don’t respect us) when they pretend to be perfect. It is hard to relate to those who seem perfect, particularly as we are often so aware of our own vulnerabilities. A key element of crafting a positive TCF work environment is building supportive relationships with our co-workers. It is these relationships that form the foundation of support that allows us to create a win-win TCF experience for customers. Getting to know our colleagues and clients as individuals helps build trust. Nobody wants to be seen as a role, or as just a number. We want to feel like someone cares. Learning who someone is, what makes their hearts beat faster and what they dream about can help build mutual understanding, and a basis for professional understanding. When we know our efforts won’t be undermined by the fragile ego of another, our work tends to be more collaborative and productive. Respecting each others ideas, even when we disagree with them, can help us when we need to ask them for help.
3. Have an attitude of gratitude
Learning how to show genuine appreciation to colleagues and customers for their contributions is a valuable life skill. Something that we have in common with our CEO, colleagues and customers is that we all want to feel appreciated. It is not only up to management to offer a heartfelt “Thank you” to team members. We all have an opportunity each day to contribute to the culture of our organisation, and to demonstrate effective TCF behaviours. What we pay attention to and acknowledge gets repeated. In our brains the reward centres light up when we receive praise, in a similar way they do when we receive a cash reward. However, the research shows that cash rewards can have a diminishing impact over time. An often forgotten incentive that can have a significant impact on performance and productivity is appreciation. Few of us ever feel we are acknowledged enough in our daily lives. A heartfelt “Thank you” shared by a colleague or manager for a job well-done can be contagious, and leave a lasting impact. A TCF work culture requires teamwork, and thrives in a supportive environment.
4. Have a zero tolerance for bullying
Employees leave teams with bullies, and the organisation that doesn’t manage them. Bullying or poor work behaviour by anyone in the organisation (leaders or team members) should be dealt with immediately. Have a zero tolerance for bullying policy. Bullying increases talent drain and contributes to a toxic workplace. Bullying decreases collaboration and innovation, making it harder to attract qualified professionals (the word spreads quickly about toxic work environments). The latest research on the real cost of replacing a skilled employee is now estimated at over 1 1/2 years salary. The cost of hiring, training and integrating new hires is expensive, but the real cost of bullying is in the damage to your culture, and how your people treat customers. It is substantially harder to build a culture focused on treating customers fairly when employees work in a toxic environment.
Don’t wait, take ownership of your contributions and help build a TCF work culture now!
Latest posts by Richard (see all)
- What does Treating Customers Fairly mean, and how will it impact you? - March 24, 2017
- Embracing and embedding TCF compliance principles - March 22, 2017
- Elements for customer onboarding in Financial services - March 13, 2017