how to build culture and engage employees through covid-19
Post on 03-Apr-2022
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How to Build Culture and Engage Employees Through COVID-19
VP, People Strategy & Analyticsernest.ng@salesforce.com
Ernest Ng, PhD
Free Up Energy for Self-Fulfillment
Needs to EMPOWER the Best: Innovation, Creativity, Professional Growth,
Giving Back, Equality, Wellbeing and Fun
Focus on Delivering on Psychological Needs
to Create MEANING: Engagement, Purpose, Belonging,
Goals, Feedback, Learning, Recognition
Efficiently Take Care of the Basic
Needs to Build TRUST: Employment, Equipment, Services, Safety,
Compensation, Benefits
Maslow’s Hierarchy of Needs
We Prioritize Our Focus Based on Psychological Principles
LOVE / BELONGING
SAFETY
PHYSIOLOGICAL NEEDS
SELF-ESTEEM
SELF-ACTUALIZATION
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2
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Employees who trust their employer are...
Investing in Employee Trust is a Business Imperative
more likely to advocate on behalf of their employer
more likely tostay loyal to their employer
more likely to be strongly engaged in their jobs and the customers they serve
Source: 2019 Edelman Trust Barometer Report
of people say that how a company treats its employees is
one of the best indicators of its level of
trustworthiness
Reduce employee anxiety and refine
support through a continuous cycle of
communications, surveys and program
alignment.
Create a sense of connectedness. Make relevant information readily available.
2X WEEKLY LOCAL LEADERS
(TUES, 9:30 am. PT // WED, 4:30 p.m. PT)
WEEKLY ALL HANDS CALLS
(Wed, 9:00 a.m. PT)
Plum Village Meditation App has been deployed to our mobile App Catalogue
30-Day Mindfulness Email Journey has launched to all employees (opt-in)
DAILY COVID-19 UPDATES
(Chatter // Email)
LOCAL SAFETY COMMUNICATIONS
(As Needed)
On-Demand Resources... Anytime, Anywhere
COVID-19 Response Center
A Single Source of Truth for Safety & Communication
Salesforce-on-Salesforce COVID-19 Employee Support
Concierge Help-Desk for On-Demand Answers
Salesforce Surveys for Strategic Decisions & ActionsMonthly & Daily Surveys for targeted response
6 TOPICS (~30 QUESTIONS)
General Concerns & Challenges
Job-related Challenges
Wellbeing & Support
Customer Challenges
Communications Challenges
Household Situations
3 TOPICS (5-10 QUESTIONS)
Event Content Feedback
Immediate Impact on Wellbeing
Suggestions
Transparency of Results Drive Realistic Expectations
Results around wellbeing, work and job changes, and return to the office are available to all employees
Dr. Uché Blackstock
Bringing in industry luminaries to support our employees and their families
B-Well Together: Daily Wellbeing Breaks
Arianna Huffington
Jack Kornfield
Tara Brach
Dr. David Agus
Dr. Kim Norman
Deepak Chopra
Larry Brilliant
Dr. Jane Goodall
Preparing Salesforce for Reopening Planning, prioritizing, and processing factors to be ready and flexible around reopening offices
Our Guidance Decision Matrix
Government Guidance
Review of local government restrictions and guidance.
Company Leader Input
Local leader assessment of business need to reopen.
Daily Cases Declining
Area case numbers declining through a two week period.
Health System Capacity
Patient demand no longer exceeds area hospitals’
capacity.
Transparency on the Decision Matrix Sets Expectations Employees are aware where their location stands and why decisions are being made
Employees Can Drill Into Their Location Building trust so employees know we are putting their health and safety, first.
CaseForecasting
Notes & Commentary
Building ManagementTrack overview of office readiness and
any status changes
Staggered ArrivalsDelivers office arrival pass to verified
employees, via mobile device
Team Shift SchedulingSchedule confirmed employees into shifts
with staggered arrival times
Daily Wellness Check-insManual contact tracing if needed
Health Tracking
Big Data Challenges in Returning to the Office
Efficient use of workspaces with lowered occupancy
● Assign specific teams to come in
● Manage split shifts to increase team use of the same spaces
Team Shift Management Is a New Challenge
Managing team shifts efficiently means we can bring the right groups together at the right time and pivot as required
Physical distancing drives down occupancy of workspaces
Business continuity even if someone tests positive on one team
● Flip over to other teams to come in
● Contact manage the positive case and the impacted contacts
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Survey Data Shows Our Employees Feel Supported
of employees say the content of the communication from Salesforce has been valuable.
of employees say frequency of communication from Salesforce is “just right.”
of employees feel confident that they have permission from their manager to prioritize their own wellbeing and/or family responsibilities.
Employee Feedback is the Best Measure of Sentiment
“I’m very grateful for the efforts that Salesforce leaders at all levels, from the C-suite down to my
direct manager, have made to ensure the wellbeing and safety of the entire Ohana.
“I feel so incredibly proud and grateful to be part of this company that takes such good care of its employees,
customers, community and the Earth.”
“...these talks are so incredibly helpful and informative, and [I’m] just so, so grateful to you guys for bringing us this every
day. #Gratitude #SalesforceOhana”
“I am daily reminded of one thing: Salesforce has my back. That’s an
amazing feeling. One that I will gratefully work hard to pay back in
kind. Thank you.”
“Thank you for bringing these rays of light to our days.”
“I’ve never been more thankful to work at Salesforce.”
Customer's
Customer
Candidate CRM
Employee Comms & Journeys
Employee Service & Support
Employee Service Front End
EmployeeApps
Collaboration via Quip
Employee Analytics
Employee Training & Certification
VolunteerForce on Philanthropy Cloud
Integration of HR and Business Data
Employee Communities
Employees
Salesforce Employee 360
Systems of RecordManage complexity, but aren’t built to be engaging.
Salesforce offers best-in-class employee experience.
System of Engagement
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