Читать книгу Culture Hacker - Green Shane - Страница 8

Great customer service and experience requires a lot of effort, and effort is the result of the energy someone directs toward a task. But a focus on culture is not just about better customer service; it applies to all tasks, roles, and jobs. You have to invest in your culture to ensure that your employees give their best and perform at their best.

A big part of the difference among average, good, and great is the attitude or mindset that people have. Attitude affects energy levels, cognitive ability, and how people feel. Although you cannot guarantee or expect that everyone will be positive and happy all the time, you want to ensure that you are not causing undue stress or negativity and that, for the most part, the experience of working at your company supports a positive disposition. A study by economists at the University of Warwick in England found that happiness led to a 12 % spike in productivity while unhappy workers proved 10 % less productive. As the economists put it, “Human happiness has large and positive casual effects on productivity. Positive emotions appear to invigorate human beings.”19

The impact of a positive mindset cannot be downplayed in the work environment. Renowned sports psychologist Jim Taylor said:

Negative emotions can also hurt you mentally. Your emotions are telling you that, deep down, you're not confident in your ability to perform well and achieve your competitive goals. Your confidence will decline and you will have negative thoughts to go along with your negative emotions. Also, since your negative emotions are so strong, you will likely have difficulty focusing on what will help you to perform well; the negative emotions draw your attention onto all of the negative aspects of your performance. Finally, negative emotions can hurt your motivation to perform because you just don't feel good and it's no longer fun.20

In work as in sports, you cannot underestimate the impact of a negative attitude on performance.

One business that relies on and requires constant around-the-clock effort from employees is a cruise ship, where staff often work for weeks without time off, depending on the length of the cruise. During our time implementing a new culture within a European cruise ship company, the executive team focused on investing in the crew experience and found an improvement in effort and performance across all disciplines on the ship. When it comes to the amount of effort your employees put in each day, how they feel about their work and who they do it for matters significantly.