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人情味,企业的吸铁石
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小松是公司的资深销售员,他和老板沟通工作时,每逢谈到困难处,老板是一句也听不进去。而若自己在工作中出点差错,老板总是不问缘由,直接克扣工资、警告甚至以开除相威胁,小松无奈跳槽。在新公司中,尽管也犯过错,但老板明事理,总是能静心听小松讲明事情来龙去脉,了解清楚情况后再有针对性地解决问题。而且新单位里,同事间互帮互助,与同事共同进步,销售业绩也逐年激增。
例子中新公司体现的,就是企业的人情味。中国科学院心理研究所组织与员工促进中心研发部主任肖震宇说,从心理学的角度看,企业的“人情味”就是组织中各成员间的“同理心”,它是企业发展的“保护色”,也是公司管理层的隐形“吸铁石”。“同理心”也称为通情、共情、移情等,是人们建立良好关系的关键。它是一种重要的沟通方式,是“能站在对方的立场,设身处地地体会当事人感觉”的心理过程。在企业中,领导者和员工都能从“同理心”角度出发,去感受对方的处境、态度和信念,并将自己的感受传递给对方,对方会因为被理解和尊重而产生满足感。这种满足感足以诱发彼此关心、信任的沟通氛围。这种氛围就是“人情味”,它更利于每个人工作的顺利开展;能够使团队成员在价值观上保持高度一致、在情感上互相信任、在行动上互相支持,并将公共利益当个人利益般看重,追求利益最大化。
在日本,公司经营者提倡让公司管理人员同工作人员一起办公、共同作息,要求基层管理人员以“关怀之心”关注每一位职工。中级管理人员有超过1/3的工作时间用在参与基层人员的活动上,高级管理人员则要花60%的时间去营造积极的、有人情味的公司氛围。在这些公司里,上司和下属聊天说笑,体验同工作、同辛苦、同享乐的感觉,员工会因此感到自己的人格、需求、价值被肯定和尊重,从而忠于职守、尽心竭力,提升工作效率,一心只为企业谋利。这样的“软”刺激,达到甚至超过了硬性规定的效果。
如今,企业员工越来越看重人际需求、个人价值,过去企业实行的“权威型管理模式”将不再适应社会发展,而成为有人情味的企业则是大势所趋。肖震宇对“如何让企业更有人情味”这个问题,给出以下几点建议:
其一,领导方式转型,从“权威型领导”转变为“魅力型领导”。领导一方面要具有真才实干,以能力吸引员工,将他们发展为自己的“粉丝”;另一面要有“同理心”,不仅能准确判断员工情绪,还要能够感同身受为员工提供帮助或一定程度上的心理宽慰和依靠,让员工在企业中找到归属感,增强员工与企业的联结纽带。
其二,沟通方式转型,从“表层”到“深层”。若员工在工作中出现差错,不能仅限于批评。首先,应该就事论事,对事情的负面影响做客观阐述,只批评但不做价值判断;批评后表扬,对员工其他做得好的方面进行表扬,让员工体会到认可、肯定,从而产生信心;还有,不带个人情绪约谈下属,尽量了解实情,对员工的情绪表示理解;最后,给出有效建议,用“解决问题”的态度去看待员工错误。
除了在大方向上进行转型,在细节上改变同样可以增加一个企业的人情味,例如:“感谢条”“内部点赞机制”“部门定期谈话”等。要想留住员工的心,就要给予员工更多关怀,这能最终使员工和企业达到双赢。
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