Frontline leadership at active listening, isa sa mga sagot sa employee grievances sa bansa
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00:00.0
Very good. Pero ang ganda nung palitan na original.
00:03.4
So, that whole tagline talaga, it's not even a tagline, papakain lang yung GV, yung hashtag.
00:11.7
So obviously my age is revealed and hindi ako mag-manage sa hashtags.
00:15.1
But going back to your question, Orange, yung showing genuine care rin.
00:20.9
And there are intentional projects because, again, it's how you make people feel at the end of the day.
00:29.1
Kung frontline agent ako, napaka-importante yung interactions ko with my team leader.
00:34.4
And we admit, as an industry, because we've grown so fast, exponential growth itong industriya na to,
00:42.4
that what are we doing, are we doing enough to equip our frontline leaders?
00:46.4
Madalas ay hindi. And it shows in the engagement surveys.
00:50.4
They leave because of their supervisor. They do.
00:55.4
And you've heard it, na yung secretances nila,
00:58.4
it's not about pay. They leave because of how they're made to feel.
01:03.4
So it's very important for us, and we're both doing it internally and externally,
01:08.4
heavy investments, and Jamie can attest to this, on frontline leadership.
01:12.4
So it's not just getting, for example, a Jonathan Yabot or an Anthony Pagalina to speak.
01:18.4
Because it's very important how we follow through.
01:20.4
Cliche as it may sound, when you're walking the floor, and that's why I'm still affirming that,
01:28.4
I'm a believer that there's not enough technology built these past three years that will ever replace face-to-facing.
01:35.4
Zoom, ano pa ba, I don't know if there's Webex.
01:40.4
Because a face-to-face coaching and how you deliver that message is very important.
01:47.4
And I'll stop because I think that for us is our primary, if we address that large,
01:55.4
I feel that we're going to be able to craft that.
01:59.4
Cliche, I'll add to that. I hope I do justice with HR and Ray.
02:05.4
HR will always say, what is most important is that there is listening.
02:12.4
So as Cliche was saying, when you go to the floor, apart from the interaction,
02:17.4
those will be already the channels and opportunities.
02:21.4
Our employees will find out, hey, this is the right time.
02:24.4
Maybe I can tell Cliche,
02:25.4
or my boss, I have a little concern on this, I have a little concern on that.
02:30.4
Be a sponge, because those matter to them.
02:33.4
Try to recall it.
02:35.4
I will always hear HR saying, when you do that active listening, nothing is greater than the other.
02:43.4
So they need to bring that back to the leadership team and figure out,
02:48.4
is this something that we can really treat as a low-hanging fruit and do something about?
02:54.4
Then when you do that,
02:55.4
when you do that action, when the likes of Nikki go address it already,
03:00.4
then they care, they feel valued and cared for,
03:04.4
and then the part of the grievances now becomes overshadowed.
03:09.4
Because that was just another week, for example.
03:12.4
I just casually said it to Nikki, and right now they're saying that they're working on it.
03:18.4
So listening is really important. That's what HR would say.
03:21.4
That's fantastic.
03:22.4
And I love that there is that feeling also of justice.
03:24.4
That feeling also of genuine care.
03:26.4
Because you get to talk about it, meaning you are able to expel,
03:30.4
and then there's concrete action.
03:32.4
Because as leaders, we need to know what's going on to create those programs.
03:36.4
So great question also, RG.
