Navigating the Three Phases of Covid-19 – “The Employee”

By: Bob Dearing, CFE

Some of you may ask “why does the employee” come last in this trilogy of Navigating the Three Phases of Covid-19? The intention is not to relegate the employee to a position of lower importance but rather to illustrate the complexity and importance of how and by whom the consumer behavior changes will be incorporated into the next normal. The employee is the glue that binds all three pieces together.

That is not to say that the employee status quo has not been challenged by the pandemic.  To the contrary, much has changed with the relationship between the consumer, company, and employee. It is not a question of “ok, come back to work on Monday” and expect it to be business as usual. That just is not going to be the case.

 Let’s take a look at what you can expect in the way of changes in the workplace.

What should you expect?  

Look for new operational guidelines. It may be business as usual with the customer but not in your office. Meeting sizes may be restricted, and virtual meetings will become more the norm. Impromptu meetings, breakroom conversations, lunch breaks will be subject to social distancing guidelines. Visitors, vendors, or other guests in your office will be expected to follow company guidelines. These are just a few internal changes. Do not expect to see everyone you know back at work. Some may have moved on; some will be returning on a different schedule and others may not have been invited back.

If you are in a retail, or any other customer-facing environment, expect to follow the same internal changes just outlined. Be prepared to experience what you will find to be remarkable changes with consumer behavior patterns. The flight to digital and omnichannel distribution by the consumer has been quite phenomenal. Because of this in many cases it is likely that employees will find that their skill set prior to Covid-19 will be a challenge to carry them through the current consumer mindset changes. A recent article by McKinsey and Company entitled “Thriving after Covid-19: What skills do employees need” has identified four key skills areas that employees will need.  These areas are.

• Expanded ability to operate at pace in a fully digital environment. This means that every employee will need at least basic technological skills to feel comfortable and maintain seamless contact with the customer and the company’s modified business model.

• Further develop cognitive skills for redesign and innovation. The next normal has increased the demand for enhanced problem-solving skills, creativity, and workplace innovation. Employees will be called upon to think on their feet and provide creative solutions for company clients.

• Strengthen social and emotional skills to ensure effective collaboration, management, and self-expression. Employees will be called upon to maintain strong professional ties and grow client relationships, drive change, and support other employees. These relationships pre Covid-19 were done in person. Leaders will need advanced communication and interpersonal skills, including empathy.

• Build adaptability and resilience to thrive during Covid–19 aftershocks and beyond. It is important that employees learn to use today’s new experiences as a learning opportunity to support and build upon their self-awareness, self-confidence, and self-reliance. Business models continue to evolve, and employees must learn these skills to ensure they can always see a career path forward.

The employee responsibility

Employees are a crucial component of our country’s successful return from the abyss known as Covid-19. The consumer led the way and altered their behaviors, the company responded by reimagining business models and investing tens of thousands if not millions of dollars in sophisticated technology platforms. New business tactics were formed, new protective safety measures were implemented, all to accommodate the new behaviors. No small feat in a truly short period of time.

As an employee, you have but one responsibility and that is primarily to yourself. As you return to the workplace understand it will not be as you left it. Company owners and managers have invested countless hours and days to understand how best to serve the customer. Now it is your turn to help them fill in the gaps. To do that you must be willing, anxious, and committed to expanding your view of the next normal. The new paradigm shift will present you with many changes and challenges along the way. Embrace them and learn from the experience.

The company’s responsibility

Businesses are viewing their workforce through a completely different lens today than they did pre-Covid-19. The pandemic fallout has brought to the forefront the importance of the employee experience. Companies are keenly aware of concerns around personal safety, job security, compensation, and the company’s ability to manage change and remain viable in the market. Companies will be much more flexible in their approach to the workforce. Employee well-being has been moved front and center for companies as physical, mental, and financial security have become dominate issues.

Changes in business models, operating procedures and updated technology likely will uncover large-scale skills shortcomings. If a company is to successfully survive the Covid-19 crisis, they must quickly identify and address the skills issue. This is a shared benefit for both the company and the employee. Companies will strive to keep team members informed about strategic decisions and at the same time provide a platform for them to voice concerns or add suggestions.     

The next step

This is the third and final part of Navigating the Three Phases of Covid-19.   

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