Tuesday Dec 07, 2021
The Communication Gap - Frontline Innovators - Episode #029
Jennifer Pickert earned her degree in theater and has adapted those skills to help in her role as Manager of Change Leadership - Front Line Operations at Southwest Airlines. While directing plays in college she learned how to have interactions with people that built great relationships. Jennifer shares with host Justin Lake that sometimes the best way to solve issues facing those on the frontline is by simply asking them what you can do to better help them.
Takeaways
- The biggest challenge facing frontline workers today is finding a way to communicate effectively with management about what changes are happening and what it means for them.
- You need to understand the struggles that everyone goes through at different locations. Not all frontline workers are going through the same issues.
- There is a fear that with the advancement in technology it could replace deskless workers but that isn’t the case, and it needs to be made more clear
- A solution to an issue doesn’t always have to be complicated. Sometimes the answer is simply asking how those on the frontline can be better helped.
- Not every company has a corporate email or device for frontline workers to use, and those aren’t the best method for reaching those employees.
- It’s going to take time for employees to adapt to new changes, so that needs to be kept in mind because those employees will remember how it went last time.
- Jennifer likes to see the changes in technology and making employees lives easier through these changes.
Quote of the show:
2:29: “Truly at the end of the day I really believe what moves that needle, are relationships. It's not going to be about the fancy newsletter that you put out with a digital sign that you show, it's really about understanding the culture and the dynamics at a specific location. Be that an airport, an area headquarters, like wherever that environment is and going there and understanding what people are up against, understanding what their days look like, understanding what's most important to them. You can't win hearts and minds without knowing their language.”
Links
- LinkedIn: https://www.linkedin.com/in/jennifer-pickert-6273391/
- Company Website: https://www.southwest.com
Ways to Tune In:
- Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
- Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
- Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
- Stitcher - https://www.stitcher.com/show/frontline-innovators
- Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
- YouTube - https://youtu.be/_2CgquYxQSo
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