There is a lot of talk in the HR world these days about how to best optimize the employee experience (EX), and with good reason. Today’s employees want jobs that mean more than just a paycheck…and they certainly have plenty to choose from.

Talent pool shortages, a growing economy, and the increasing array of incentives proffered by employers have made it easier for job seekers to be picky. As the competition to attract and retain top talent heats up, employers are even more invested in creating an environment with a positive EX where employees thrive, grow, and want to stay for the long term.

There are many factors that play into the EX as a whole. However, according to IBM Analytics, leaders and managers play a particularly powerful role in setting the overall tone and direction of an organization, effectively setting the stage for a more positive EX. How organizations cultivate exceptional managers to help employees “feel the love” is essential for a great EX.

Invest in Manager Training and Development

Many times, managers become managers because they excel at their jobs as individual contributors. It may seem like the most logical linear route in a career path, but the truth is, most people who move into a management role don’t have any experience managing people at all.

Becoming a leader is not always an innate skill. Organizations need to provide ongoing support to both their new and experienced leaders by investing time and effort into their training and development. With regular development, managers become more confident in their leadership roles, and employees reap the benefits of a manager who has the ability to bring out their best.

Knowledge-based vs Skill-based Training

It’s no secret that managers need to have a solid foundation of knowledge and skills to understand important concepts, achieve strategic objectives, effectively interact with their employees, and, quite simply, excel at their jobs. Although these fundamentals may be learned on the job, according to SHRM, managers usually require ongoing training to be successful in their jobs in the long term.

A well-rounded management training program combines both a knowledge-based and a skills-based curriculum, defined as:

Knowledge-based training provides managers with a good foundation of how their organization operates, and allows them to gain a better understanding of how their role and the roles of their employees tie in with the big picture.

Skills-based training is critical for developing the important day-to-day skill sets needed to effectively guide and interact with employees. How managers handle these daily interactions ultimately becomes the test of how employees assess their managers. Learning how to proactively engage with employees in a positive way fosters trust between manager and employee (see our March 2019 post on trust), and contributes to a better EX for all employees.

A management training program may include the knowledge-based and skills-based topics outlined below.

Knowledge-Based

  • The organization’s business model
  • Organization-specific processes, procedures, and product offerings, if applicable
  • The organization’s financials (revenues/profits/expenses), marketing/sales strategies, customers, and growth plan
  • Internal ethics programs or policies
  • Applicable employment laws and HR management theory
  • Managing change, including succession planning
  • Continuous Quality Improvement (CQI)

Skills-Based

  • Interviewing and selection
  • Performance management, such as goal-setting, giving candid feedback, creating performance improvement plans, etc.
  • Motivating employees
  •  Conflict management
  •  Team building
  • Problem solving, negotiation, and decision making
  • Organizational communication and interpersonal skills
  • Organization and delegation of work (time management)

A successful approach to management training provides:

  • Diverse topics and training methods
  • Ongoing development at all management levels
  • Continuously updated trainings, following the latest standards of the industry, organization, and employment law.

In a nutshell, train your managers thoroughly, often, in different ways, and keep the trainings fresh!

Coaching

Not only is a formal training program a boost to manager development, but implementing a coaching program for managers is also helpful. Coaching may be very casual, such as meeting for a monthly lunch to check in, or it can be a more formal process with a structured framework and evaluation criteria.

According to SHRM, the training that produces the most significant impact is one-on-one training with upper management. Managers may be matched up with executives, other managers, or outside coaches to help guide them through the challenges and expectations of being a manager.

Another useful method of coaching is to establish a peer coaching network. Arrange a luncheon with managers of similar levels and an expert facilitator for collaboration and problem solving. Not only do managers benefit from the ideas and advice of other managers, but they also learn more about other departments and the work being done within the organization, giving them a more holistic perspective.

Partner with HR

Finally, organizations who value HR as a true business partner, rather than just “paper pushers” have the advantage of an additional resource for empowering their managers.

Managers who feel comfortable leaning on HR for support, benefit from the insights of those who are hands-on in the daily business of people management. Not only can HR help provide guidance and solutions to management challenges, but they can also help to facilitate coaching and training opportunities that may help other managers in the organization as well.

Because HR interacts with employees at all levels in the organization, they are able to see the challenges from multiple perspectives and tailor their manager development strategies based on specific areas of need in their organization.

There is no doubt that giving managers the tools they need to succeed makes for better managers, and in turn, more satisfied employees and an overall better EX. If your employees are worth keeping, then training and developing your managers is worth the investment!