4 abril 2022

Experiencia de Empleados en entornos VUCA

Por Fanny Santeliz Veracoechea.

¿Y en medio de una crisis sanitaria que lleva casi dos años en curso, es obligatoria la pregunta de qué está causando este fenómeno tan inesperado y repentino?  La primera impresión de los denominados “desertores” (quitters, en inglés) es que quienes abandonan suelen estar exhaustos emocionalmente a casa de la exigencia del trabajo, sumado a una situación global ya de por sí estresante, sintiendo que necesitan imperiosamente una pausa para llenarse de sí mismos, después de haberse vaciado para el sistema.

Esto evidencia que no solo la crisis mundial generada por la pandemia de enfermedad por coronavirus (COVID-19) ha puesto de manifiesto las asimetrías existentes entre las economías desarrolladas y las economías emergentes y en desarrollo, en lo que respecta a su capacidad de respuesta,  tanto para implementar políticas encaminadas a mitigar los efectos sanitarios, económicos y sociales de la crisis como para impulsar una recuperación sostenible, sino que ha hecho cuestionarse al empleado, acerca de qué tipo de trabajo tiene y cómo invierte su mayor reserva: el tiempo.

En aras de la objetividad, resulta importante mencionar que este siglo XXI ha traído consigo aportes significativos en el ecosistema de negocios, hoy día hablamos de neuro-marketing como una de las herramientas para poder materializar la Experiencia de Usuario (UX), estamos ante esquemas colaborativos para fortalecer redes empresariales y contamos con el mundo digital como plataforma clave para globalizar productos y servicios. Y gracias a la evolución de áreas de enfoque hoy podemos evidenciar con estudios que las emociones condicionan los comportamientos mil veces más rápido que las razones. Según Martin Lindstrom, gurú del marketing, “más del 75% de las decisiones de compra las tomamos con el cerebro emocional”. Entonces, ¿no son nuestros Empleados nuestro primer cliente?

Partiendo del SI como respuesta y reconociendo que la primera venta intangible que hacemos como líderes a lo interno en las organizaciones, es lograr que nuestros colaboradores “compren con gusto” y se apropien del propósito de la empresa. Hoy dia, el empleado del siglo XXI se mueve en pro de valores compartidos, mirada del hoy basada en la confianza, el respeto, el compromiso mutuo y la ruta puesta en que el futuro lo construimos juntos, porque no solo nos necesitamos, sino que queremos recorrer el camino como equipo.

En entornos volátiles, complejos y donde los cambios abruptos requieren de agilidad, identificación de riesgos, integralidad de los procesos, comunicación asertiva, escucha activa y seguimiento claro de cada escenario; resulta un reto para las organizaciones también gerenciar la emocionalidad de su gente.

La Experiencia de Empleado pues, parte de la premisa que da igual lo grande que sea la empresa, en el momento de la relación es Pedro el que habla con María y las personas somos seres eminentemente emocionales. Así que, es clave poder trabajar en base a:

  • Garantiza que tu gente tenga claros los objetivos de su unidad y los objetivos individuales. Es vital que el colaborador sepa lo que se espera de él. Esto permitirá que se enfoque en resultados integrales.
  • Desarrolla reuniones proactivas, precisas, con agendas claras pero con pensamiento amplio. Donde sean escuchadas las opiniones de los colaboradores y se genere un compromiso en la solución de los eventos de manera clara y con responsabilidades establecidas.
  • Recuerda ser el senior que soñabas cuando eras junior. La paciencia y el respeto al ser un mentoring de soluciones es vital para poder generar ideas y formar gente que tenga cuestionamiento proactivo.
  • Valora los esfuerzos individuales y cuando sea necesario exigir, hazlo con argumentos objetivos en función de acciones evidenciables. No te limites a actitudes o comportamientos subjetivos.
  • Invierte tiempo en tu gente. No malgastes tiempo en detalles que no mueven al equipo hacia resultados.
  • Acciona desde el ejemplo.

Esto no se trata de recetas perfectas, cada organización cuenta con una personalidad propia que la caracteriza, nuestra manera de liderar no es un traje estándar para todos. Esta Experiencia de Empleado va dirigida hacia construir la sostenibilidad integral de los ecosistemas de negocios, teniendo al ser humano como centro.

Fanny Santeliz Veracoechea | Directora de SERGIA C.A.

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