Empowering Leadership

Investment. Growth. Potential. 

In addition to becoming increasingly global in scale, Our current economy and marketplace move and change rapidly. To remain competitive, improve performance, and boost productivity, businesses must adjust with great flexibility and resourcefulness.

“One of the core challenges for enterprizes in this epoch of globalization is to provide prompt responses to the customers to make them satisfied, and to increase productivity.”

Minhajul Islam Ukil, The Impact of Employee Empowerment on Employee Satisfaction and Service Quality

Companies face high risks of both employee turnover and customer dissatisfaction. For years, we have maintained strict organizational structures of management down to entry-level job positions. However, businesses struggle to keep pace with the constantly shifting demands of the market, precisely because the employees directly interacting with customers find themselves lacking the necessary authority, information, and autonomy to make decisions on the spot and improve service quality.

The rising generation of workers plan to shift jobs within 2 years, studies report, and the number of self-employed individuals continues to rise. That poses a significant problem for organizations, requiring them to focus more attention on recruitment and filling positions rather than customer service and satisfaction, investing and growing their current employees, or even engaging in research and development. 

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Empowerment

How do you create a culture that encourages employee retention and increases customer satisfaction?

Empowerment

Empowerment is a process that challenges our assumptions about the status quo, about power, service, work, achievement, and success. When you empower someone, you help them gain control over their lives, fostering their capability to act in intimate, business, and communal settings. 

Empowerment is multi-dimensional, occurring within sociological, psychological, economic, and other dimensions, and at various levels–individual, group, and community. By definition, empowerment is a social process, since it happens in relationships.

Notably, empowerment requires time and persistence. You cannot expect one action to sufficiently empower another person for good. Instead, you must invest in that relationship and work with the individual, group, or community for lasting change.

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Empowering Leadership

Empowering leadership involves equipping employees with enough authority and support to obtain high levels of customer satisfaction and enhance organizational performance. Empowerment affords associates the opportunity to work more effective by allowing greater autonomy and proactivity to alter and expand their roles and responsibilities.

Such empowerment is an effective tool to foster organizational performance, worker satisfaction, and service quality. In fact, it is crucial for a business’ survival and success. By providing employees with additional authority and freedom, people are more likely to participate and engage with their work and the company, acting from a strong sense of purpose and meaning. They perceive themselves as core assets of the organization, which creates commitment and belonging, grows trust and candid communication, and increases productivity and overall wellbeing.

Empowering employees hinges upon leadership, leadership that demonstrates strong work ethics, critical thinking, empathy, motivation, and a sense of purpose. Leaders have the unique opportunity to allow employees to utilize their creative thinking and abilities to improve work quality and organizational performance. It requires that they lead well, not merely delegating authority at random, but thoughtfully mentoring, training, and coaching, genuinely seeking to develop the talent and aid others in realizing their potential. Leaders must also establish guidelines and standards, delineating between responsibilities so that no confusion exists to slow down the decision-making process.

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Benefits of Empowering Leadership

So why would anyone want to invest the time and energy into developing habits of empowering leadership?

The benefits significantly outweigh the difficulty.

Several benefits of employee empowerment include employee motivation, job satisfaction, and dedication to work and the organization, which in turn influence fewer job switchings and enhance employee retention. There are even more benefits to empowering leadership, though, including: 

Accountability 

When you empower an employee to make decisions and accomplish tasks, you are telling him that you trust him, that he is intelligent and capable. As a result, he becomes more accountable, knowing that his leader has confidence in his ability to perform. An employee will work harder and smarter when you empower them with the necessary resources and personal faith in their reason and skills. 

Problem Resolution 

Nothing causes more frustration and delays than dealing with business issues and having to refer constantly to another person in the chain of command. If a person receives the resources and authority to get the job done without running around for ten authorizations, they can solve problems faster. You save time, and money, by investing and empowering others. 

Empowering leadership can help you make your own decisions and resolve problems yourself. You can have others research and think about potential solutions, setting a date for them to present those ideas to you. It’s about creating a network of problem solvers and critical thinkers, where every idea is valued and we all learn from failure. 

I recently heard of a company that was facing financial difficulties. They decided to mobilize their employees to solve the problem, asking everyone to think of some way they could save $27 every day. As a result, within a year, the company not only climbed into the black but was able to provide every employee who saved $27 a day with a $2700 bonus. Talk about empowerment and teamwork! 

Customer Service

Efficient problem solving naturally spills into customer service. When you give employees the ability to make decisions and act authoritatively, they can quickly respond to customers’ needs and requests without having to wait for permission from others. Empowering leadership results in higher quality service and a happier customer base.

Processes and Procedures

Finally, empowering leadership creates a culture of inspiration, innovation, and ideation. Empowered employees have the ability and impetus to ask questions, adopt multiple perspectives, and challenge the status quo. Furthermore, empowered employees know their role but are willing to expand beyond those set responsibilities to fill the gap wherever and whenever needed. 

Conclusion

Empowerment is about creating the opportunity for individuals to flourish, grow, and reach their potential (helping others as well), to choose their path in life and live with purpose and intention. It is the process of becoming stronger and more confident. Empowering leadership means investing in relationships and community, providing someone with the training, skills, resources, knowledge, connections, etc. to accomplish their dreams.

With empowering leadership, people feel connected to their work because they have control over it. Self-management leads to greater motivation and individual performance. Since they are more in-tune with their jobs, employees can focus on serving customers, thereby improving product and service quality. Ultimately, by investing in empowering leadership, companies can expect to thrive in our global, fast-paced economy.

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