Good leaders value employee feedback
BRONX TIMES REPORTER,34 OCTOBER 16-22, 2020 BTR
IHOP management and staff have meals prepared for Bronx Center residents.
Photos courtesy of Bronx Center
BY JASON COHEN
The convenient location of the
Bronx Center between Underhill Avenue
and White Plains Road is near
several different eateries, including
the International House of Pancakes
(IHOP) next door.
Prior to the COVID-19 pandemic,
residents enjoyed taking their luncheon
trips twice a month to IHOP,
during which about 20 residents would
sign up to go at a time.
So on Sept. 30, staff and management
at Bronx Center took their “shelter
in place” program to the next level
and treated 28 of the residents to a tasty
IHOP breakfast. Attendees enjoyed hot
pancakes, a large variety of tasty omelets,
coffee and juices.
“The IHOP managers and staff have
always gone out of their way to see that
our residents are welcomed, comfortable
and of course, well fed,” said Diane
Garofola, recreation director at
Bronx Center. “Having our properties
so close to each other, literally back-toback,
we have made great friends with
them, they have excellent staff and
management there. Thank you to the
staff and managers including Diane
and Rocco who prepared IHOP breakfasts
and lunches. ”
BY DOUG CLAFFEY,
ENERGAGE
In times of change, when
is it best to solicit employee
feedback? Company leaders
should ask themselves –
and their leadership team –
two questions:
Do you care what your
employees think?
Does it matter what your
employees think?
The fi rst is a heart question,
and the second is a head
question. How leaders answer
these two critical questions
will determine if and
when to survey employees.
Don’t do it if the leadership
team isn’t ready to take on
that feedback.
Leaders should realize
they will always get negative
feedback. And in a time
of great challenge, they will
probably get more of it. But
they also are likely to receive
some really inspiring
positive feedback. People will
step up to great challenges as
a team.
Negative feedback is part
of the human condition.
Some entrenched negative
folks are going to provide
that feedback. They’re going
to see any challenge as an opportunity
to turn up the volume.
Leaders need to parse
through the employee feedback,
particularly around
unstructured comment feedback.
Pick from that what
is constructive negative
feedback.
Also, choose inspiring
positive or constructive positive
feedback. Then use it
to make informed people
decisions that factor into
strategy. The negative feedback
is always going to be
there. Choose whether you
ignore it or look at it in the
proper context.
How do you communicate
around the feedback
you receive?
First, it is important to
share the context. Share the
areas where your organization
scores highest, and
also share where you have
the greatest opportunities
and challenges.
Second, it’s really good
practice to pick a representative
positive comment
(or two) that channel the
positive energy in the organization
and then share
it verbatim. Offer one action
you’re going to take as
a result of that feedback.
Choose an action that has
companywide benefi ts.
Here are some examples
of mission-critical insights
you can gain from
employee feedback:
Uncovering technology
challenges is an example of
a relevant insight you can
gain through employee feedback.
Often, employees on
the front line know where
there are struggles, but the
information doesn’t get up
through normal channels.
An employee survey surfaces
things like this right away.
In a time of great challenge,
pressures on new managers
are signifi cant. Often,
they don’t want to share that
they’re struggling, but the
people on the team are aware
of it. An employee survey
will bring it to light.
Veteran managers who
work well in less-stressful
times can crumble under the
weight of pressure. Use a survey
so management can take
action before it turns into a
truly diffi cult problem. Employee
feedback gives you
that early warning.
Doug Claffey is founder
of Energage, a Philadelphiabased
research and consulting
fi rm that surveyed more
than 2 million employees at
more than 7,000 organizations
in 2019. Nominate your company
as a Top Workplace at
amny.com/nominate.
Photo via Getty Images
Good people who live in An afternoon of IHOP
The Bronx and Queens...
I live in CA but my roots are in the Bronx.
My maternal grandparents lived there in the
fi rst half of the twentieth century. My mother
was born there in 1905 and lived there till
1925 when she married my dad. She and
my Immigrant grandparents were protected
by the wonderful cops of the Bronx. One of
those cops might have been John Cummings
dad. That’s why, from close to three thousand
miles away, I’m hoping you vote for John
Cummings who, if elected, will make sure that
everyone in the fourteenth district can lead
peaceful, productive, pleasurable lives...no
riots, no fi res, no looting...just friendly police
protection day and night.
God bless you all,
P.J. Springer
/nominate
/lives...no