October 18, 2017
Calls for commercial property sector to have a greater focus on customer experience
The UK commercial property industry is undergoing a fundamental shift towards a more customer centric approach, with an increasingly greater emphasis being placed on delivering outstanding customer service to occupiers. This is the key finding of a new report from The British Council for Offices (BCO) entitled ‘Office Service Standards and Customer Experience: a best practice guide’. While for those who hold a very traditional landlord occupier relationship this change in thinking, attitude and operation may feel revolutionary, the report argues we are already seeing the industry evolve across the board. It claims that this is accelerated by new ‘property sector disruptors’, who are driving a shift in the relationship between property owners and corporate occupiers. To ensure they are keeping pace with their changing requirements and aspirations, property owners and managers are increasingly realising the need to invest in building strong relationships with their occupiers
The majority (83 percent) of workers view flexible working as an important benefit to them but two thirds (66 percent) believe that taking up flexible working halts progression at work. One of the reasons for this dichotomy suggests the results of the Hays UK Gender Diversity Report 2017, is because nearly a third (32 percent) of employees believe men will be viewed as less committed to their career if they take up shared parental leave, and women are less likely to be promoted after having children. While a majority (84 percent) of workers say it’s important that flexible working options are available to them in their workplace, many choose not to take any, and two-thirds think doing so will have a negative impact on their career. Women perceive it will have a negative impact, with over three-quarters (76 percent) reporting this concern and 65 percent of men. Interestingly, both men and women think flexible working options have helped improve the gender balance in senior roles, with 61 percent saying flexible working has improved the representation of women in senior positions, indicating that employers need to address and overturn the negative perception of flexible working and communicate its benefits.
The number of large scale Internet of Things (IoT) projects have doubled in the last year, as projects move from small pilots to global rollouts, according to Vodafone’s fifth annual IoT Barometer Report. The range of benefits that users are getting from IoT is also widening as adoption increases – greater business insights, reduced costs and improved employee productivity top the list globally. Large scale users report some of the biggest business gains with 67 percent of them highlighting significant returns from the use of IoT. Energy and utility companies are at the forefront of the largest IoT projects worldwide, with applications such as smart meters and pipeline monitoring. Security in IoT is still the biggest barrier for organisations regarding deployment. However, in companies with 10,000 or more connected devices in operation only 7 percent say security is their top worry. Organisations are taking more steps to tackle security concerns including an increase in security training for existing staff, working with specialist security providers and recruiting more IT security specialists.
UK workers are still uncomfortable about having honest conversations at work, with nearly two thirds (61 percent) feel they keep an aspect of their lives hidden in the workplace. The research from Inclusive Employers found family difficulties (46 percent) was the most likely hidden issue at work, followed by mental health (31 percent). One in five also admitted they would hide their sexual orientation while at work. It also found a generational divide, with 67 percent of employees aged between 18 -24 years old keeping something secret compared to 55 percent of those over aged 55 years or over. The data, released to mark National Inclusion Week 2017, found this lack of openness can have negative impacts on workers and employers, with over a quarter of workers (26 percent) admitting they would feel less connected to their workplace if they hid an aspect of themselves and 18 percent saying their performance would suffer.
A third of line managers have admitted they would struggle to identify mental health issues and a similar percentage wouldn’t know what to do if a team member had a mental health problem. This is according to new data from Bupa which argues that while mental health and wellbeing support in the workplace has significantly improved in recent years, and employer support is gaining attention with two in five managers being trained; line managers would still benefit from support and advice to identify mental health issues within their teams. These findings come at a time when NHS figures identify that almost a third of fit notes issued by GPs are for mental health problems – making it the most common reason for people to be signed off from work. Recognition of the role employer support plays in helping colleagues with mental health conditions is clear as two in five (41 percent) line managers have already received related training from their employer. And conversations around mental health at work are being reframed as more than a third (35 percent) of employees feel more comfortable talking to their manager about their mental health than before.
October 9, 2017
Our Twentieth Century approach to ergonomics has to change
by Mark Eltringham • Comment, Flexible working, Technology, Wellbeing, Workplace design
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