Resilience is the capacity to recover from challenges or changes. It’s often also an indication of good stamina and endurance.
Within the workplace, resilience retains its core definition but must be collectively applied. It embodies a company-wide ability to experience a sense of stability, security, and capability in navigating challenges, daily stresses, and organisational changes, all while maintaining employee engagement and motivation.
It’s crucial to recognise that resilience, in any context, is akin to a muscle that can be developed and reinforced rather than an inherent trait of an individual or organisation. That said, having resilient individuals within a company doesn’t automatically translate to a resilient workforce.
An article from Forbes Magazine suggests, “Your most-resilient individual is only as resilient as the organisation will let them be”, and, consequently, that “Your organisation is only as resilient as the least-resilient individual in your workforce”.
This speaks to the idea that workforce resilience must be cultivated at a systemic level – that if resilience can be ingrained within an organisation’s culture, it will both influence individual behaviours and shape the overall ethos of the workplace. The undeniable truth is that they are intricately interconnected.
Why is workforce resilience important?
In recent years, our reality has changed – pre-pandemic times are no longer. Climate change, developments in AI, and societal upheaval make resilience essential. And, given that many employees cite their professional life as the number one cause of stress in their lives, establishing a robust culture of resilience becomes imperative for employee wellbeing as much as it does for business success.
The higher the level of resilience within your workforce, the more proficiency there is to manage business changes and industry shifts without yielding to excessive frustration, distrust, or uncertainty.
Workforce resilience is also key to fostering long-term employee retention and acts as a cornerstone in building and sustaining an effective, engaging workplace culture – especially during challenging situations.
But how can we better equip the workforce with values and skills to build resilience?
Providing opportunities to upskill and reskill
We believe people can only grow when they’re given the space and opportunity to do so.
Providing opportunities to upskill and reskill, therefore, goes beyond simply equipping employees with the tools they need to succeed; rather, showing that commitment and investment into people’s careers and futures supports job satisfaction and loyalty. This builds a positive mindset towards growing with the business and rolling with the punches, and that is resilience at its core.
The same Forbes Magazine article says: “Organisations are built around hierarchies that have been in place for a while. They were probably created for good reasons at one point (maybe), but now they just keep people feeling stifled and limited.”
As a technology-focused business, our industry is ever-changing. We must be flexible to accommodate change even when it disrupts the status quo. Upskilling and reskilling support our employees to keep pace with change, create opportunities for innovations and remain resilient.
At TSA, we implement several strategies to support individual and professional growth. Our industry-leading Knowledge Management Systems not only aids employees in their current roles but provides self-directed learning opportunities, allowing them to engage at their preferred pace. Leadership Development Programs impart vital leadership skills to support employees as they build their careers with TSA while helping identify a path within our business that aligns with the best use of their skills and areas of interest. Proactive coaching and mentorship are also deeply ingrained in TSA’s processes, which are invaluable for identifying gaps in employees’ skill sets, facilitating prompt upskilling and reskilling initiatives.
Prioritise employee health – both physical and mental
Individuals in good physical health are 3.5 times more likely to exhibit resilience. Offering employees the essential resources to maintain their physical health and fitness, coupled with a workplace culture that positively encourages their use, not only nurtures a healthy workplace but also plays a crucial role in cultivating resilience. In addition to wellness benefits and gym discounts offered through our Employee Assistance Program, our annual Happy Health Month promotes reflection and proactive steps toward nurturing holistic well-being.
Psychological safety is also something we take seriously at TSA. Particularly around cultivating an ecosystem that encourages open and honest communication. We want employees to know they can express their ideas, concerns, and feedback. From Pride groups to climate–focused communities, our employee-led initiatives that emerge and thrive is one of the ways our employees can have open communication and find support around their values and ideas. The organisational commitment to support and encourage such endeavours underscores our dedication to fostering a workplace where diverse perspectives and initiatives are not only welcomed but celebrated.
Time and again, individuals have proven to be infinitely adaptable, but they need to be enabled and supported if they are to thrive.
Lead with transparency
During times of change or volatility, workplaces need to communicate transparently and effectively. People need to understand more than what change will incur – they need to understand why it’s being made. Teams deserve to comprehend the background context of the change and its anticipated impact on the company’s future and theirs within it.
It’s easy to see why transparency goes hand-in-hand with having open lines of communication. At TSA, providing opportunities for employees to provide feedback and having two-way communication platforms enables employees to connect with leaders throughout the organisation, regardless of location, position or line of business. Beyond sharing information, we also encourage accountability and foster a culture that values learning from experiences and mistakes. Conversely, it also involves celebrating achievements and milestones – a balanced recognition of both challenges and successes.
As the foundation for trust in the workplace, transparency is crucial in supporting employees to feel valued. But when the going gets tough, that’s where leading with transparency can make a huge difference to overall resilience.
Ultimately, no business can foresee the situations that may unfold in the future. But, with a solid foundation of resilience, you can influence how a team responds to change or times of upheaval. And, the higher the level of resilience among employees, the greater the likelihood that they will remain engaged and motivated in their work.
Resilience is not static; it ebbs and flows. But, by fostering accountability and transparency, prioritising wellbeing, investing in learning, and embracing inclusion, we can have a profound impact on building a resilient and empowered workforce.
TSA are Australia’s market leading specialists in CX Consultancy and Contact Centre Services. We are passionate about revolutionising the way brands connect with Australians. How? By combining our local expertise with the most sophisticated customer experience technology on earth, and delivering with an expert team of customer service consultants who know exactly how to help brands care for their customers.