Customer Engagement

Compliance Customer Service

Interview Questionaires for Freshcare Team

Link to Feedback SheetAge? Living location? Marriage status (single/ with kids/etc)? Background before joining FreshcareHow long have you joined Freshcare? What made you decide to join the company and stay until date?

Can you describe a typical working day for you? Do you currently face any challenges at work in general, and How does your Freshcare colleague help you overcome them?

What kind of technology and communication channel you are using at Freshcare? How comfortable you are with the new technology usingand how long does it takes you to learn new tools? (Microsoft Team, Zoom, trello board, etc)

How was your experience working during the quarantine? Did it take you long to cope with work-from-home conditions? How do you feel about other colleagues at Freshcare coping with WFH mode?

How often Freshcare team use to have social gatherings and meetings when you used to have a physical office? What do you think will be the most challenging issues for Freshcare team when we move to 100%etc.work remotely? (Suggestions: Technical issues, connecting with customers, social elements, feeling attached and engaged with the team.?)

What are your personal concerns if you work remotely 100%? (suggestions: Expenses, communication, working tools, etc).

Will having flexible working hours at any location help you achieve better efficiency and complete more work, or do you feel you focus better on a formal office-wise atmosphere?

Do you have a decent space at home to set up work from home station? During the day, do you have any major disruption from external factors which may affect your work?

Powerpoint outline

Opening: Cover slide & Team

Slide 1, 2: Summarize of issues of Freshcare if change to 100% WFH format and risks (from Interviews)

Internal issues

Managers Issues Interaction among team members

Assign the right amount of work to be done

Misunderstanding/Misinterpretation in communication platform (quick/short answer; non-verbal reaction cannot be seen and via chat can lead to impolite, etc)

Staffs Issues Internet connection

High workload

Working too many hours without exercising, drinking water, eating dinner...

Risks Loss of cohesion

Quality of work

Uneven communication

External issues:

- Tool overload, online information, fishing and scams,- Do not champion HR (outsourcing) => Ensure all required legal staff are updated in the labor contract.

Slide 3: Benefits of WFH

- Saving costs of the company

- Flexible at working hours => Striking the right amount between working and rest

- Saving time commuting

Slide 4-11: HOW TO ENGAGE and INNOVATE from Working-From-Home

Slide 4-5 Background theory (importance of supervisors,) (2 slides)

How supervisors can motivate their employees to work remotely

Managers can boost remote workers productivity and well-being via designing high-quality remote work. For example, managers might incur a lot of costs in setting up monitoring systems (Groen et al., 2018), but the desirable effect of monitoring on work effectiveness was not supported by our data. Managers should instead engage in more supportive management practices especially in this extraordinary context, such as communicating with subordinates using motivating language (Madlock, 2013), building trust within the distributed team (Grant et al., 2013), and sharing information rather than close monitoring (Lautsch et al., 2009). (Wang, et al., 2020)

Rewards, Feedback and promotion(Slide 6-7-8)

Slide 6: Why Rewards - Feedback is important in employee engagement

Good feedback and rewards systems, clear appraisal reviews, and well-defined career paths are critical for organisations operating 100% remotely due to the following reasons, substantiated by academic theories and references:

1. Enhances Employee Engagement and Motivation:

Explanation: Good feedback and rewards act as job resources, fostering employee engagement and motivation by fulfilling their psychological needs and reducing burnout.

Reference: Bakker, A. B., & Demerouti, E. (2007). The Job DemandsResources model: state of the art. Journal of Managerial Psychology. https://doi.org/10.1016/S0001-8791(03)00030-7

2. Fosters a Sense of Belonging and Reduces Isolation:

Explanation: A well-defined career path and regular feedback foster a sense of belonging and identity with the organisation, reducing feelings of isolation common in remote work settings.

Reference: Tajfel, H., & Turner, J. C. (1979). An integrative theory of intergroup conflict. In W. G. Austin & S. Worchel (Eds.), The social psychology of intergroup relations.

3. Promotes Learning, Development, and Adaptation:

Explanation: Clear career paths and appraisal reviews facilitate continuous learning and development, which is crucial for adapting to the evolving demands of remote work and enhancing individual and organisational success.

Reference: Becker, G. S. (1964). Human Capital: A Theoretical and Empirical Analysis, with Special Reference to Education. University of Chicago Press.

https://www.nber.org/books-and-chapters/human-capital-theoretical-and-empirical-analysis-special-reference-education-first-edition

Slide 7- Recommendations for Feedback and Rewards System

requires a focus on flexibility, inclusivity, and regular communication to encourage staff engagement. Heres a suggested feedback system:

Feedback Systems:

Weekly Check-ins:

Frequency: Weekly.

Content: Progress updates, feedback, and support discussions.

Operation: Virtual one-on-one meetings using video conferencing tools like Zoom.

Monthly Team Reflections:

Frequency: Monthly.

Content: Team achievements, challenges, and improvement areas.

Operation: Group video calls to discuss and reflect on the past months work.

Rewards/Recognition Systems:

Personalised Appreciation Notes

(Employee of the Month, Peer-to-peer recognition platform, etc.)

Frequency: As needed.

Content: Personalized messages acknowledging individual contributions.

Operation: Email or hand-written notes sent to employees.

Skill Development Opportunities:

Frequency: Quarterly.

Content: Learning resources or courses related to professional development.

Operation: Provide access to online courses or workshops based on individual needs and interests.

Milestone Celebrations:

Criteria: Work anniversaries, project completions, or achieving key goals.

Method: Virtual celebrations or acknowledgments in team meetings or newsletters.

Reward: Personalized gifts, certificates, or shout-outs.

Innovation and Creativity Award:

Criteria: Innovative ideas, problem-solving, or creative contributions.

Reward: Recognition and a reward such as a learning opportunity, a gift, or a bonus.

Frequency: Quarterly or as applicable.

Implementation Tips:

Inclusivity and Diversity: Ensure the recognition and rewards system is inclusive and considers employees' diverse needs and preferences.

Regular and Timely Recognition: Recognize and reward employees regularly and promptly to maintain motivation and engagement.

Transparency and Fairness: Communicate the criteria and process for recognition and rewards and ensure fairness and consistency in implementation.

Encourage Participation: Promote a culture of appreciation and recognition by encouraging all employees to acknowledge their peers.

Align with Organizational Values: Design recognition and rewards that reflect and reinforce the values, mission, and goals of the NGO.

Clear Communication: Clearly communicate the feedback system's purpose, process, and expectations to all employees.

Confidentiality: Maintain confidentiality and anonymity where needed to encourage honest and open feedback.

Monitoring and Evaluation:

Feedback and Surveys: Regularly collect feedback and conduct surveys to assess the effectiveness and impact of the recognition and rewards system.

Adjustments: Continuously refine and adapt the system based on feedback, changing needs, and organisational objectives.

https://www.forbes.com/sites/carolinecastrillon/2022/11/20/why-employee-recognition-is-more-crucial-than-ever/?sh=60436562e032https://www.forbes.com/sites/jefffromm/2023/05/17/employee-recognition-is-key-to-driving-business-growth/?sh=6d244c1254c3https://possibleworks.com/blog/21-effective-ideas-for-employee-rewards-and-recognition-program/https://hbr.org/2016/10/give-your-team-more-effective-positive-feedback

Slide 8: Recommendation of a Apprasial/Review System

Goal-Based Performance Reviews:

Frequency:

Quarterly Reviews: For ongoing feedback and adjustments.

Annual Comprehensive Review: For in-depth evaluation and goal setting.

Content in Each Review:

Performance Assessment: Evaluation of tasks, goals completions.

Developmental Discussion: Identification of learning needs, career development plans, and goal setting.

Feedback and Recognition: Constructive feedback, recognition of achievements, and discussion of improvements.

Well-being Check: Discussion about work-life balance, mental health, and support needs.

Operation: Virtual meetings to discuss performance and set new goals.

Peer Review System:

Frequency: Annually.

Content: Feedback from peers on collaboration, contribution, and behaviour.

Operation: Anonymous surveys to collect peer feedback followed by discussion meetings.

Slide 9: Team activities, online events (1 slide) (examples of activities,)

Stand-up call twice a week to give everyone an update on current work, difficulties, weekly plan (on Monday) and weekend plan (Thursday)

Weekly discussion/ meeting 1-1 between managers and staff or fortnightly (with a clear agenda with all pending, coming tasks, )

Virtual team building activities. (ClassPass: online yoga practices, meditation classes, mediation hour, lunch reminder instead of traditional lunch together),

Enhance monthly team meetings with topics of the month/week, focusing on the social side. (get suggestion from staff interests)

Creating more activities for firms can participate in the distance: CSR events, walking for fundraising,

Organising an internal workshop on knowledge sharing on how to deal with particular issues while working from home: to set priorities, how to create a self-productivity system (via a calendar, set up alarm clock, blocking time/reminder on exercising), and how to get better sleep, ..Birthday gifts, holiday gifts ( ex: women day)...(options: voucher, gift sets..)

Slide 10: Benefits (mental health care, learning programme) (1 slide)

Mental healthcare:

Provide supervisor training on how to support workers recovering from mental illness and stressful life events.

Facilitate flexible sick leave.

Modify duties and work schedules when appropriate.

Provide emergency number that staff can contact whenever they need

Offer health checking semi-annually with online specialists

Learning program:

Provide staff with free access to learning courses on Linked In or any other platforms that company can support

Set a rule for the number of courses that need to be completed based on staff level

Give staff the right to choose the course field, it can be staffs favor to develop themselves

Slide 11=> Challenges implementation/ Limitation (1 slide)

Lack of Engagement:

Challenge: Online participants may be less engaged or easily distracted compared to in-person settings.

Solution: Use interactive tools, break content into shorter segments, encourage participation through polls, discussions, and Q&A sessions, and make sessions visually appealing.

Time Zone Differences:

Challenge: Participants from different time zones may struggle to find suitable meeting times, leading to exclusion.

Solution: Consider scheduling events at rotating times to accommodate various time zones or provide recorded sessions for later viewing

Content Overload:

Challenge: Presenting too much information can overwhelm participants and reduce retention.

Solution: Prioritize essential content, break it into digestible chunks, and provide resources for further exploration after the session.

Inadequate Preparation:

Challenge: Poor planning and execution can lead to disorganized and unproductive online activities.

Solution: Thoroughly plan and rehearse online sessions, create detailed agendas, and assign roles to team members responsible for facilitating and moderating.

Maintaining Engagement Over Time:

Challenge: Keeping participants engaged in long-term online programs can be challenging.

Solution: Plan for a variety of activities, set clear goals, and regularly evaluate and adapt the program based on participant feedback

Slide 12: Innovation (Tools, apps,)

Focusing on using Technology for operation because the business turns to 100% remote working

Application: merge and unify all working applications to 1 application

Social Contract Psychological

Guide book: standard setting, solving problem, effective communication

Policy

Training videos/ materials

Tests

Online meeting

Online training Check-in & Check-out time (automatically counted from starting opening the application)

Reminder: eating time, drinking water, have a walk

Using VR techonology to supervise from far distance

Using AI to learn and develop the the system

SOCIAL CONTRACT - OTHER CONCERNS when WFH

Slide 13-14: Work place policy

=> Requirements:

. Provide a safe work environment, machinery and structures

. Ensure safe use, handling and storage of machinery, structures and substances

. Provide and maintain adequate facilities

. Provide any information, training, instruction or supervision needed for safety

. Monitor the health of workers and conditions at the workplace.

=> Suggestions:

. Employers should ensure that all employees complete a health and safety workspace checklist

. Take reasonable steps to prevent and deal with any bullying or harassment in remote working environment

. Undertake a risk assessment of the designated workspace before commencing any work from home

. Regularly monitor and assess the home workspace wherever possible.

and employment contract (2 slides)

Update within employment contract with NES with any new the revision following new Working From Home conditions =>

. Maximum weekly hours

. Working Location

. Parental leave and related entitlements

. Leave

. Public holidays

. Notice of termination and redundancy pay

. the FWIS and the CEIS

Slide 15: Conclusion

(Reference Slides)