Do you, like me, have a client that you immediately put into the ‘friend column’? Penny St. Antoine of MCAP is that person for me. Her integrity, intelligence and openness make her someone who is delightful to be around.
Penny is Senior Vice President of Single-Family Operations and I got to know her four years ago when I flew up to Canada to do a training program on trust for their senior team. It didn’t surprise me at all that she focuses on trust since she has said on many occasions:
“Trust is one of the biggest factors when it comes to developing a great team.”
Last year during the height of COVID, I presented another workshop to her group virtually and over half were new managers that had not been in the original training session.
One of the questions I asked this time was: Given the choice, would you go back to the office now or continue to work from home?
The division was enlightening. Younger managers said if they had the choice, they would continue to work from home. The senior managers consistently voted for a hybrid model with 3 days at home and 2 in the office.
In research for this article, I called and talked to Penny about what she saw in the future for MCAP and the people who work in the contact centre.
Penny said she could understand why her managers would prefer to work from home. If all the people you manage are working from home, why should you come into the office? Penny said, “But there is something they need to consider…”
Managers aren’t only responsible for their team. They are also interacting with other departments and showcasing their talents and building relationships to advance their career. You can’t do that when you are working from home. People won’t see you or know who you are.
To build trust within the organization, you must be seen. You must communicate and build relationships. Although you can do that with your team virtually, many important interactions happen in those moments when you see someone from another department walking down the hall and you have an opportunity to share intel.
What about you? Are you getting the best out of your team? Do they all understand the importance of building trust?
Call me and ask me anything about trust. Together we can work on strategies for building trust within your team. Maybe that’s all you’ll need to create a conflict-free and engaged workforce… and the first call is free. Click here to book a call.