Supporting Managers in a Changing Workplace

So how can we support managers to lead successfully in a workplace where change and disruption are ongoing? Here are some ideas for getting started.

• Keep an open line of communication: Since the onset of the pandemic, every organization is taking a hard look at how work gets done, where it gets done, and who’s best suited to do the work. This process takes time, and leaders may not feel they have meaningful information to share. However, lack of communication leaves fertile ground for speculation and rumors. Even a little news is better than none, so connect with managers early and often to provide facts, offer updates and set expectations about what’s changing, both for them and for the company. And be sure to provide them with talking points, templates and other tools so they can keep employees informed and engaged.

• Go to the source: The onset of the pandemic has shown us that leaders at all levels must up their game when it comes to soft skills, such as empathy, compassion, flexibility and emotional intelligence. But don’t just look to external research as you rethink the role of managers. Ask your own managers where they are struggling and what resources and support they need to succeed. At the same time, ask your employees what they need from managers to perform at their best. Their feedback will help you customize your change strategy.

• Draw outside the lines: Instead of tinkering with their current manager function, some organizations are re-envisioning it altogether. A few are even looking at splitting the job into two roles — one focused on process tasks, such as scheduling, budgeting, workflow and reporting, and the other on people management responsibilities, such as career development, coaching and mentoring. While this approach may not be feasible for every company, take the opportunity to explore all your options.

• Leverage technology: Rethinking the manager role is not about having people work more, but having them work more effectively. So if you want your managers to invest more time as people leaders, be sure to look at what managerial tasks can be shifted, automated or eliminated. There are many technology-based tools available to help companies work smarter, faster and more cost-efficiently. Whether it’s scheduling software, voice assistance or AI-enabled reporting and feedback tools, you may find something that your organization can use to free up your managers so they can focus more on people, not process.

• Let them know you have their backs: While much has been written about managers needing to show more empathy and compassion, there has been little mention of how employers are extending empathy and compassion to managers. With leadership and employees demanding that managers do more, your manager group is feeling pressure from all sides. Allow for regular group and 1:1 check-ins with your managers to make sure they receive valuable time, attention and support — and be sure they are aware of the help available to them, whether it’s through leadership, HR, coaches, mentors, peers or external resources.

Clearly, there is no one answer when it comes to defining the role of managers moving forward. But no matter which path you take, managers will continue to play a pivotal role in your organization. According to Gallup, 70% of the variance in team engagement across business units depends on the quality of the manager. So as you proceed with your organizational changes, give careful thought to how your managers can best evolve, grow and thrive in the new world of work.