Managing staff

Leadership in the workplace involves guiding, motivating, and inspiring individuals or teams to achieve common goals. Effective leadership is essential for fostering a positive work environment, driving success, and maximising the potential of staff. Below are some key aspects of effective leadership in the workplace.

Vision and direction	Effective leaders provide a clear vision and direction for their business. They articulate goals, priorities, and expectations, and align individual efforts with the plans for the business.
Communication	Good communication is a cornerstone of effective leadership. Leaders must be able to communicate openly, honestly, and transparently with their team members, conveying information, expectations, and feedback clearly and effectively.
Empowerment	Strong leaders empower their team members by delegating authority, providing autonomy, and encouraging initiative. They trust their employees to take ownership of their work, make decisions, and contribute to the success of the team.
Support and development	Leaders support the growth and development of their team members by providing coaching, mentoring, and opportunities for learning and skill development. They recognise individual strengths and weaknesses and tailor support to help employees reach their full potential.
Inspiration and motivation	Effective leaders inspire and motivate their team members to perform at their best. They lead by example, demonstrating enthusiasm, positivity, and resilience, even in the face of challenges. They recognise and celebrate achievements and provide encouragement and support during difficult times.
Accountability	Leaders hold themselves and their team members accountable for their actions, decisions, and outcomes. They set clear expectations and standards of performance, provide regular feedback, and address issues or concerns promptly and constructively.
Decision-making	Leaders are responsible for making informed and timely decisions that drive progress and achieve business goals. They gather relevant information, consider different perspectives, and weigh the potential risks and benefits before making decisions that impact their business.
Adaptability	In today's fast-paced and ever-changing business environment, leaders must be adaptable and flexible in response to new challenges, opportunities, and market dynamics. They embrace change, encourage innovation, and lead their team through periods of uncertainty or transition.
Ethical leadership	Strong leaders demonstrate integrity, honesty, and ethical behaviour in all aspects of their work. They lead by example and adhere to high moral and ethical standards, earning the trust and respect of their team members and stakeholders.
Continuous improvement	Effective leaders are committed to continuous learning and improvement, both for themselves and their team members. They seek feedback, reflect on their own performance, and actively seek opportunities to develop new skills and knowledge.

You can improve your leadership skills by conducting self assessments, attending workshops, or receiving coaching. Platforms such as CliftonStrengths and Everything DiSC offer opportunities for one or all three of these methods. They usually involve first completing a self assessment which then produces a report that provides you with insights and advice about your work and leadership style.

Allocating tasks

As leader, you will be required to allocate tasks to staff. This is not as simple as dividing the tasks equally between individuals, as it is important to encourage people to take on work they are good at and also feel excited by.

Key considerations when allocating work among your team:

1. Priority: This should be your first consideration when you distribute work and your priority list should be reviewed often. If a project is the first priority and someone is available and able to do it, then they can be given the task.
2. Skill sets: Understanding your team's individual skill sets and capabilities will help allocate tasks to those who are best suited to the work.
3. Availability: Once the priority and skill sets are determined, your next question is who has the time to complete the task.
4. Development: As a leader, ensuring staff have development opportunities is a great way to grow their capabilities.
5. Interest: The final consideration when allocating tasks is who has a particular interest in the work needed. Allocating work to those that are passionate about it can help achieve great results, so it can be helpful to create a balance between development opportunities and working on tasks of interest.

Providing feedback

Feedback is an essential tool in any workplace. Feedback should be given on an on-going basis so that staff know how they are performing and understand what is expected of them. It is also an important aspect of staff development.

Constructive feedback focuses on behaviour and performance, not on people or their personalities. Remember to provide positive feedback as well as constructive feedback. People do not always know when they are performing well, and positive reinforcement can help them to continue with their good efforts.

Here are some tips for providing feedback to your staff:

• Be problem-focused and specific: Remember to explain why something needs to change rather than just asking them to improve.
• Talk about the situation, not the individual: Use objective facts, so the staff member does not feel like they are being insulted or put down personally.
• Give praise where it is due: Make sure your staff know when they are doing a great job. If you have constructive feedback for one aspect of their work, but positive feedback for another, begin with the positive feedback.
• Listen: Feedback is a two-way conversation, so make sure your team members have a chance to respond to constructive feedback. This may present an opportunity to become a part of the solution.

You can structure your feedback using Center for Creative Leadership’s SBI model by describing the:

1. Situation
2. Behaviour observed
3. Impact of that behaviour

Watch

Introduction to The Center for Creative Leadership’s SBI Feedback Model

Duration: 4:19

Watch this video for more guidance on providing feedback and using the SBI model.

Staff conflict

Earlier in this topic, we spoke about conflict resolution more broadly in business relationships. In this section, we will focus on resolving conflicts between your staff members.

When attempting to resolve conflict within a team, you first need to understand the cause of the conflict, and then arrange a meeting with the relevant staff members. Here are some steps you can take in this meeting:

• Clarify what the disagreement is: Continue to ask questions until you are satisfied you understand what the disagreement is about. Sometimes parties see the disagreement differently, so it is important to understand how each staff member views the issue.
• Establish a common goal for all parties: Establish what each staff member would like to see happen. If both sides agree on a common goal, they are more likely to work through the required changes or process to reach it.
• Identify barriers to the common goal: Understanding possible problems that can occur is important so a solution can be determined.
• Determine the solution: Discuss possible solutions together and agree on a plan moving forward. Establish the responsibilities of each staff member in implementing the plan and maintaining the solution. It is a good idea to have all of this in writing and for yourself and the staff members involved to have a copy.

Developing a conflict resolution policy and procedure can help resolve conflicts quickly, fairly and consistently.

Later in this topic we will look at what you need to do if you need to take disciplinary action against a staff member.

Workplace culture refers to the shared values, beliefs, norms, attitudes, behaviours, and practices that characterise a business and shape the work environment. It encompasses the collective personality of the business and influences how employees interact with each other, how work gets done, and how the business is perceived both internally and externally.

Here are some key aspects of workplace culture:

• Values: Workplace culture is often rooted in the values that guide the business’ mission, vision, and purpose.
• Behaviours: Workplace culture establishes expected behaviours that govern how staff interact with each other, customers, and other stakeholders.
• Leadership: Effective leaders model the desired culture and set the tone for employee engagement and performance.
• Communication and transparency: Businesses that prioritise clear, honest, and frequent communication create an environment of trust, collaboration, and accountability among staff.
• Staff engagement and wellbeing: Businesses that invest in staff development, recognition, and work-life balance create a supportive and inclusive culture where staff feel valued, motivated, and empowered to succeed.
• Diversity and inclusion: Workplace culture should embrace diversity and inclusion by valuing and respecting differences in background, perspectives, and experiences. Culturally diverse and inclusive businesses foster innovation, creativity, and adaptability by leveraging the unique talents and contributions of all staff.
• Rituals and traditions: Workplace culture is reinforced through rituals, traditions, and symbols that celebrate achievements, milestones, and shared experiences. These may include team-building activities, recognition programmes, company events, and rituals that reinforce the business’ values and identity.

We will explore some of these aspects further in the following sections.

Code of conduct

A business’ code of conduct is a set of guidelines that provide clear expectations for how staff should behave towards one another, customers, and stakeholders. It helps ensure a positive, productive, and ethical work environment and ensures that all staff are held to the same standards, promoting fairness and consistency.

Supporting diversity in the workplace is essential for fostering inclusion, equity, and innovation.

Diversity and inclusion in the workplace encompass a wide range of attributes, including culture, gender, disabilities, age and sexual orientation. Fostering diversity and inclusion involves creating an environment where all employees feel valued, respected, and able to contribute their unique perspectives and talents.

Here are some ways you can support diversity in the workplace:

• Policies and practices: Ensure your policies and practices are inclusive and equitable for all staff. This includes recruitment and hiring practices, promotion and advancement opportunities, and policies related to flexible work arrangements, religious accommodations, and accessibility.
• Cultural competency: Provide training and education for all employees to increase awareness, understanding, and appreciation of different cultures, lifestyles and perspectives.
• Celebrate cultural heritage: Foster a culture of celebration and appreciation for diversity by organising events, activities, and initiatives that align with and pay respect to events such as Matariki and Pride Week.
• Lead by example: Demonstrate a commitment to diversity, equity, and inclusion in your words, actions, and decisions.

One example of how you can create a more inclusive work environment is through the use of pronouns in email signatures.

The Pronouns guide linked above mentioned the pronoun ‘ia.’

Māori and Pacific peoples in the workplace

Embracing cultural diversity enriches the business' culture, enhances employee engagement, and contributes to business success.

Māori and Pacific peoples are two of the major ethnic groups in New Zealand.

Watch

How to Build an Inclusive Environment | Māori and Pasifika Strategies in the Workplace

Duration: 2:17

Watch Global Women's panel of leading experts on Māori leadership give their insights on the importance of building an inclusive environment.

We explored ngā kaupapa o te Tiriti o Waitangi in the previous module. By embracing the principles of Te Tiriti o Waitangi in the workplace, businesses can create a more inclusive, equitable, and culturally rich environment that benefits all employees and stakeholders. This involves acknowledging the unique rights and perspectives of Māori, fostering partnerships and collaboration, and working towards a shared vision of prosperity and well-being for all.

The previous article mentioned incorporating te reo Māori in the workplace, doing so is an important step towards promoting cultural inclusivity, not just for your staff, but for engaging with customers and other stakeholders. Here are some ways you can get started with incorporating te reo in the workplace:

1. Use bilingual signage in the office for rooms, common areas, and directional signs.
2. Encourage the use of Māori greetings and farewells in daily interactions and communications.
3. Include Māori greetings and phrases in email signatures.
4. Use te reo Māori names for towns and cities in Aotearoa.
5. Actively participate in Te Wiki o te Reo Māori (Māori Language Week) by organising events, activities, and promotions that encourage the use of te reo Māori.
6. Celebrate Matariki (Māori New Year) with cultural activities such as sharing kai (food), storytelling, and the use of te reo Māori.
7. Consult with Māori language experts and cultural advisors to ensure respectful and accurate usage of te reo Māori.
8. Provide staff with a list of common te reo Māori phrases for everyday use.
9. Build in time for whakawhanaungatanga (relationship building) into team hui (meetings and workshops), as well as space for whakataukī (proverbs) or karakia (prayers) at key points throughout the session.

Get to know your team and ask them what aspects of their cultures they would like to be reflected in the workplace. Work with them to incorporate these ideas where appropriate.

Discrimination

In New Zealand, discrimination law is primarily governed by the Human Rights Act 1993 and the Employment Relations Act 2000. These laws are designed to promote equality and to protect individuals from unfair treatment based on various personal characteristics such as age, sex, race, disabilities, religious beliefs and political opinions.

Staff have the right to work in an environment free from discrimination and harassment. As an employer you should take proactive measures to address bias, discrimination, and harassment in the workplace, not only to comply with the law, but because it's the right thing to do. These measures can include:

• Ensuring that recruitment, selection, promotion, and other employment practices are free from discrimination.
• Providing training to staff on discrimination and harassment.
• Developing policies that promote equal opportunities and prohibit discriminatory behaviour.

As mentioned earlier in the programme, businesses can apply for recognition of equitable practices such as the Rainbow Tick and GenderTick.

Unconscious bias

Unconscious bias refers to the attitudes, stereotypes, and beliefs that influence our judgments and decision-making processes in an unconscious or automatic manner. These biases are formed based on our personal experiences, cultural background, upbringing, and societal influences, and they can affect how we perceive and interact with others, often without our awareness.

Watch

What is Unconscious Bias? 

Duration: 2:36

Watch this video to learn more about unconscious bias and how you can become aware of your own unconscious bias.

Here are some common types of unconscious biases that can occur in the workplace:

Some methods to reduce unconscious bias include:

• Awareness training: Conduct regular training sessions to make staff aware of unconscious biases and their impacts.
• Standardised procedures: Implement structured and objective criteria for hiring, evaluations, and promotions to minimise subjective judgments.
• Diverse panels: Use diverse interview and decision-making panels to balance out individual biases. Ask your panel members to help write the interview questions to avoid a single perspective.
• Blind recruitment: Remove personal information from resumes during initial screening to focus solely on qualifications and experience.
• Feedback mechanisms: Establish channels for staff to report bias and discrimination, and ensure these reports are taken seriously and acted upon.

Watch

Mentally healthy work: What good looks like with Masolino

Duration: 3:42

Earlier in this programme, we introduced looking after mental wellbeing, not just physical wellbeing, as a part of health and safety, and you watched a video from WorkSafe’s mentally healthy work series. Here is another video from that series that also touches on aspects of workplace culture and inclusivity covered earlier in this topic.

Here are some key components of workplace wellbeing and methods of support:

Development of staff can take two key forms:

• Training: To ensure that staff have the necessary skills to perform their role.
• Professional development: Providing opportunities for professional growth that will benefit both the staff and the business in the long run.

Let’s take a look at the key differences between training and professional development.

Training	Professional development
Aims to improve immediate job performance. Focuses on teaching specific skills or knowledge needed to perform a particular job or task. Typically short-term and task-oriented. Addresses specific gaps in skills or knowledge related to the current role. Examples include software training, safety training, customer service training, and compliance training.	Aims at the long-term growth and career advancement of employees. Focuses on building a broader range of skills and competencies that can benefit career progression over time. Ongoing throughout employment. Examples include leadership development programmes, advanced certifications, attending industry conferences, mentoring, and pursuing higher education.

Here are key steps for training staff to excel in their positions:

WATCH

Digital staff training

Duration: 2:01

This video case study shows how another business utilises digital tools to train and support staff.

Here are some ways you can support the professional development of staff:

• Formal learning: Staff can enrol in courses, workshops, and seminars on topics relevant to their roles, industry trends, and emerging technologies. This can include technical skills training, leadership development programmes, communication and interpersonal skills workshops, and industry-specific certifications.
• Mentorship and coaching: Pair staff with those more experienced to provide guidance, feedback, and support in their professional development journey. Mentorship programmes can help staff learn from seasoned professionals, gain valuable insights and perspectives, and navigate their career paths more effectively.
• On-the-job learning: Encourage on-the-job learning and skill development through hands-on experiences, challenging assignments, and stretch projects. Provide opportunities for staff to take on new responsibilities and work on special initiatives that expand their skills and knowledge. As with mentoring and coaching, timely feedback is key.
• Continuing education: Support pursuit of further education and professional certifications by offering student fee reimbursement programmes, scholarships, or access to online learning platforms and resources. Encourage staff to pursue lifelong learning and stay updated on industry best practices and advancements.
• Professional development plans: Work with staff to create individualised professional development plans (PDP) that align with their interests, strengths, and career aspirations. Identify potential growth opportunities within the business and outline clear pathways for advancement, skill development, and career progression.
• Feedback and performance reviews: Provide regular feedback and performance reviews to staff to assess their progress, identify areas for improvement, and recognise achievements.

Professional development plans

Creating a professional development plan (PDP) involves a structured approach to helping staff identify their career goals, assess their skills and development needs, and outline actionable steps for growth and advancement within the business.

Steps to create and implement professional development plans for staff:

1. Engage staff: Involve staff in the development of their professional development plans to ensure they are actively engaged and invested in the process. Encourage open dialogue and collaboration between staff and their manager to identify career aspirations, strengths, areas for improvement, and development goals.
2. Assess current skills and competencies: Utilise insights from past performance reviews and conduct a skills assessment to evaluate current knowledge, skills, and competencies relevant to their roles and career aspirations.
3. Identify development needs: Based on the skills assessment, identify specific areas for development and growth that align with career goals and the business’ needs. This may include technical skills, soft skills, leadership abilities, industry knowledge, or specialised expertise required for future roles or responsibilities.
4. Set goals: Work with staff to establish goals for their professional development. Ensure that goals are clear, actionable, and aligned with career aspirations and the business’ goals.
5. Explore development opportunities: Ask the staff member to research and identify relevant learning and development opportunities that support professional growth and skill enhancement. This may include formal training programmes, workshops, seminars, online courses, industry certifications, conferences, mentorship programmes, or on-the-job learning experiences.
6. Develop action plans: Collaborate with staff to develop action plans outlining the specific steps and activities they will undertake to achieve their development goals. Include details such as learning objectives, timelines, resources needed, and accountability measures. Encourage staff to take ownership of their development plans and commit to their goals.
7. Provide support and resources: Ensure that staff have access to the necessary support and resources to pursue their professional development goals. This may include financial assistance, time off for training, access to learning materials and tools, mentorship or coaching support, and opportunities for skill practice and application in the workplace.
8. Track progress and provide feedback: Schedule regular check-ins and feedback sessions to review progress, discuss challenges, and provide guidance and support as needed. Recognise and celebrate achievements and milestones along their development journey.
9. Review and adjust regularly: Periodically review professional development plans to assess progress, revisit goals, and make any necessary adjustments. Encourage staff to reflect on their learning experiences, accomplishments, and areas for growth, and update their plans accordingly to stay aligned with evolving career aspirations and business priorities.

Performance reviews

A performance review is a formal assessment of staff performance over a specific period, typically annually or every six months. It involves discussing the employee's strengths, areas for improvement, and setting goals for future performance. This process helps ensure that employees are meeting expectations and provides feedback for professional growth.

A performance review provides the feedback and insights that form the basis for creating or updating a professional development plan tailored to the employee's growth and improvement needs.

Steps for conducting effective performance reviews:

1. Prepare in advance: Before the performance review meeting, gather relevant information and documentation, including staff self-assessments, performance metrics, feedback from peers and stakeholders, and any previous performance evaluations. Review the job description, performance goals, and any relevant policies or guidelines.
2. Schedule the meeting: Set a date and time for the performance review meeting well in advance, allowing both of you ample time to prepare. Communicate the purpose and agenda of the meeting and encourage them to come prepared to discuss their performance, accomplishments, and goals.
3. Create a positive atmosphere: Start the performance review meeting on a positive note by acknowledging staff contributions, strengths, and accomplishments. Express appreciation for their hard work and dedication and emphasise the importance of the performance review process as a tool for growth and development.
4. Discuss performance goals: Review staff performance goals and objectives established during the previous performance review period. Assess the progress towards these goals, discussing achievements, challenges, and areas for improvement. Set new goals for the upcoming performance period.
5. Provide constructive feedback: Offer specific and constructive feedback on staff performance, focusing on both strengths and areas for improvement. Use examples and evidence to support your feedback and avoid making generalisations or personal judgments. Be honest and transparent in your feedback and encourage open dialogue and discussion. You can structure your feedback using the SBI model covered earlier in this module.
6. Address development needs: Identify any skill gaps or development areas that may need to be addressed to improve their performance or progress in their career. Discuss potential training opportunities, resources, or support mechanisms available to help develop these skills and achieve performance goals.
7. Discuss career growth and opportunities: Talk about their career aspirations, interests, and long-term goals. Discuss potential career paths, advancement opportunities, and development plans that align with their aspirations and the business’ needs. Offer guidance and support to help them navigate their career path and achieve their career objectives.
8. Document the discussion: Take detailed notes during the performance review meeting, documenting key discussion points, action items, and agreements reached. Use a standardised performance review form or template to capture feedback, goals, and development plans, and ensure that both of you have a clear understanding of expectations moving forward.
9. Follow-up and support: After the performance review meeting, follow up with staff to provide any additional clarification or support they may need. Offer ongoing coaching, feedback, and guidance to help them achieve their performance goals and address development needs. Keep lines of communication open and encourage regular check-ins to monitor progress and provide support as needed.
10. Review and reflect: Reflect on the performance review process and outcomes, identifying any areas for improvement or adjustment in future performance reviews. Seek feedback from employees on their experience with the performance review process and use this feedback to inform improvements and enhancements for future iterations.

If staff leave your business, you should handle their departure professionally and follow the correct process to ensure legal compliance and a smooth transition.

There are a number of different ways in which staff may leave your business. Refer to these guides for each:

• Resignation
• Retirement
• Redundancy
• Dismissal
• Abandonment

Regardless of how a staff member leaves the business, there are a few key things you need to do before or following their departure.

It’s a good idea to be prepared for when a staff member leaves to ensure a smooth transition. Some ways you can prepare include:

1. Develop succession plans: Identify and train potential internal candidates who can step into critical roles. Establish mentorship programmes to transfer knowledge and skills from experienced staff to potential successors.
2. Cross-training: Ensure multiple employees are trained in essential tasks and responsibilities. Implement job rotation schemes to build a versatile workforce familiar with different roles.
3. Documentation and knowledge management: Create detailed procedures for key tasks and processes. Maintain a centralised knowledge base where important information and documents are stored and easily accessible.
4. Outsource temporary staff: Establish relationships with staffing agencies to quickly fill gaps with temporary or contract workers. Keep a list of reliable freelancers or consultants who can be brought in when needed.
5. Emergency hiring procedures: Develop a fast-track recruitment process for urgent hiring needs. Maintain a talent pool or database of potential candidates who can be approached quickly.
6. Communications plan: Establish clear processes for informing teams about staff changes. Ensure the relevant customers and stakeholders are informed appropriately to maintain confidence and trust.

Exit interviews

Conducting an exit interview was mentioned in the employee exit checklist above. A good exit interview allows you to gather valuable feedback. Here are steps and best practices to conduct an effective exit interview:

Open questions that encourage detailed responses in an exit interview can include:

• What motivated you to seek a new job opportunity?
• What did you enjoy most about your role here?
• What could we have done to make your experience better?
• How did you find the communication and support from management?
• Were your career goals and development needs met during your time here?
• Do you have any suggestions for improving the work environment or processes?
• Do you have any suggestions for improving our onboarding for new staff?
• Would you consider rejoining the business in the future? Why or why not?

Summary

Managing staff involves overseeing and coordinating employees to ensure they are productive, motivated, and aligned with the business’ goals. This includes allocating tasks, providing feedback, and encouraging professional development. A positive and productive workplace is one that provides a culturally safe and inclusive environment and recognises the importance of wellbeing.