Ever sat in a meeting feeling like the odd one out? Like everyone’s just reading from the same playbook while you’re stuck trying to decipher the code? That feeling? It’s common. Especially in shared services where the tight-knit world of processes and procedures can sometimes make you feel isolated.
But here’s the kicker: leadership can change that. Leadership isn’t just about making calls. It’s about fostering an environment where every voice matters. It’s about creating a culture that doesn’t just tolerate diversity but celebrates it. So, how do we make leadership the catalyst for inclusion in shared services? Let’s break this down.
Understanding the Landscape
Consider this: shared services are designed to streamline operations and reduce costs. Yet, if the focus is purely on efficiency, we risk sidelining the very people who drive that efficiency. That’s where leadership steps in.
Leaders in shared services need to ask questions and seek input from their teams. Questions like:
- What challenges are we facing?
- How do we ensure everyone feels included?
- What skills or perspectives are we missing?
These aren’t just nice-to-haves; they’re necessity. When leaders take time to listen, it establishes a foundation of trust. Everyone deserves that voice in the room, and fostering this culture often leads to innovative solutions being developed, since varied perspectives can help solve problems that a homogenous group might miss.
Creating a Culture of Inclusion
Inclusion isn’t just an HR initiative; it’s a leadership imperative. Here are some practical steps to ensure your leadership drives inclusion in shared services:
- Lead by Example: Show vulnerability. Share your missteps. Highlight diverse team members in meetings and give them a platform. When leaders own their mistakes and showcase others, it encourages an open dialogue.
- Encourage Feedback: Regularly ask for feedback not just on processes but on team dynamics. You need to know what’s working and what isn’t. Anonymous surveys can be a great tool here!
- Invest in Training: Everyone comes from different backgrounds. Provide training that emphasizes the value of diversity, equity, and inclusion. When your team understands the ‘why’, they’ll be more likely to buy in.
- Celebrate Differences: Organize events or workshops that celebrate diverse cultures and perspectives. It breaks down barriers and builds relationships.
Effective Communication is Key
We’ve all had those days where a message gets lost in translation. That’s why effective communication is essential in shared services. Leaders should aim for clarity, active listening, and empathy in their conversations. Here are some tips:
- Use Clear Channels: Whether you’re using emails, team chat, or face-to-face meetings, ensure everyone knows where to communicate. Miscommunication leads to frustration.
- Regular Check-Ins: Schedule one-on-ones with team members. Make it less about performance reviews and more about how they feel within the team.
- Active Listening: When someone is speaking, put away your phone and truly listen. Acknowledge their inputs, and when they feel heard, the motivation skyrockets.
Implementing Practical Strategies
So, let’s get a bit tactical. What strategies can you implement to ensure your leadership effectively drives inclusion?
- Buy-in from the Top: Ensure that the push for inclusion is not just grassroots. The top leadership must model this behavior.
- Role Clarity: Make sure everyone understands their roles during the process. When individuals know what is expected, they’re more likely to feel secure and contribute.
- Encourage Group Interactions: Create cross-functionality in teams. Breaking down silos can amplify the exchange of ideas.
Stories from the Trenches
Let me share a quick story. There was a shared services center I worked with where one of the newer hires, a process expert, felt completely alienated. She was from a different country and initially struggled to fit in. One day, during lunch, the team leader noticed she was sitting alone. He took the brave step of inviting her to join him and a few others.
That simple gesture led to a series of lunch-and-learn sessions where team members shared stories from their backgrounds and experiences. It didn’t take long for the dynamic to shift. That same expert went on to lead an initiative that saved the center significant costs—all because someone took the time to be inclusive.
Measuring the Impact
Now, how do you know if your efforts to drive inclusion are making a difference? Measuring this might seem tricky, but here are some effective methods:
- Employee Surveys: Conduct anonymous surveys focusing on inclusion and engagement. Compare results over time to see if there’s improvement.
- Participation Metrics: Track involvement in meetings, events, and training sessions. Higher participation often means higher engagement.
- Performance Reviews: Look for changes in team performance relative to inclusion initiatives. Recognizing improvements can inspire others to engage.
The Road Ahead
As we push forward into an ever-evolving world of shared services, the role of inclusive leadership becomes undeniably crucial. It isn’t just about ticking boxes; it’s about genuine connection and collaboration. When leaders empower every team member—recognizing their contributions—we lay the groundwork for innovative, streamlined operations where everyone thrives.
If you’re looking for more insights and strategies to drive inclusion in shared services, check out THEGBSEDGE. We dive into topics around transformation, innovation, and leadership that can enhance your shared services journey.
Remember, driving inclusion is a journey, not a destination. As our industry evolves, so must our approach. So let’s embrace it together.
