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Happy, productive employees make for a more profitable business and more enjoyable workplace. Here’s how to retain and engage your employees.

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While it’s true that the customer is always right, there is another group of people who are just as important to your business – your employees.Experts estimate replacing a valuable employee can cost a business<a href="https://www.afr.com/work-and-careers/careers/the-real-cost-of-losing-a-star-performer-20200217-p541go" rel="noopener noreferrer" target="_blank">&nbsp;two to three times the outgoing employee’s salary</a>&nbsp;thanks to costs associated with hiring, onboarding, reduced productivity and engagement.And the issue of employee retention has never been more relevant than right now.As we emerge from the pandemic, employees are increasingly rethinking their priorities – and their jobs. Resignation rates are so high –<a href="https://hbr.org/2021/09/who-is-driving-the-great-resignation" rel="noopener noreferrer" target="_blank" style="font-size: 20px;">&nbsp;4 million US</a>&nbsp;workers quit in July 2021, while<a href="https://www.theguardian.com/money/2021/nov/01/the-great-resignation-almost-one-in-four-workers-planning-job-change" rel="noopener noreferrer" target="_blank" style="font-size: 20px;">&nbsp;a quarter of UK workers</a>&nbsp;are planning to leave their jobs – that a new term has been coined: the Great Resignation.&nbsp;But it’s not just about employee retention; keeping employees happy, engaged and motivated is the key to ensuring they remain productive, and that your business remains successful.Recent<a href="https://www.gallup.com/workplace/349484/state-of-the-global-workplace.aspx?g_source=EMPLOYEE_ENGAGEMENT&amp;g_medium=topic&amp;g_campaign=tiles&amp;thank-you-report-form=1" rel="noopener noreferrer" target="_blank" style="font-size: 20px;">&nbsp;global research</a>&nbsp;found that just 20 per cent of employees globally are engaged, and estimated low employee engagement costs the global economy a staggering US$8.1 trillion.In service industries including retail, where customer experience is key, happy and engaged employees are particularly critical.So, how can you keep your employees engaged and retained – and reduce staff turnover? Here are our top tips for devising an employment retention strategy.<h2>Create a clear onboarding process</h2>Ever heard the phrase, ‘start as you wish to continue’? It's pivotal to your&nbsp;employee&nbsp;retention strategy.To ensure workers feel connected and, in turn, motivated to perform for your organisation, it’s important to create a comprehensive onboarding process.“Companies need to set up each new starter for success and ensure their newest team members have what they need in terms of knowledge, equipment, and employee networks,” says Leigh Davies, team leader of global recruitment firm<a href="https://drakeintl.com/global-en" rel="noopener noreferrer" target="_blank"> Drake International</a>.

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"Ensure newest team members have what they need in terms of knowledge, equipment, and employee networks."

That means ensuring each new employee has a clear understanding of the role and their responsibility – and perhaps creating an onboarding pack with all the information, contacts and log ins they need.&nbsp;This will help new members thrive in their new role and reduce the risk of employee turnover, Davies explains.&nbsp;The onboarding process also helps set realistic expectations about the role, says Wendy Jenkins, an HR manager-turned-certified resilience coach and founder of Ready Resilience.“[Employees] have had the marketing pitch in the interview, so we want to give them as much certainty as possible about what they’re there for, who they can reach out to, what benefits there are to them joining and what’s expected of them.“Where there’s potential for employees to feel stress or workload overwhelm, set them up with the tools to manage those stressors. It’s important they come away from onboarding feeling motivated, enthusiastic and confident in what they’re going to do; knowing they have everything they need to feel resourceful, autonomous, and ultimately thrive, ” Davies says.<h2>Keep managerial communication lines open</h2>There is an oft-repeated phrase that ‘employees don’t leave companies, they leave managers’, and a key part of the employee-manager relationship is keeping communication lines open.Employees who feel their voice is heard are<a href="https://www.forbes.com/sites/nazbeheshti/2019/01/16/10-timely-statistics-about-the-connection-between-employee-engagement-and-wellness/?sh=ffd485422a03" rel="noopener noreferrer" target="_blank"> 4.6 times more likely</a> to feel empowered to do their best work. In addition, according to the<a href="https://hbr.org/2016/12/what-great-managers-do-daily" rel="noopener noreferrer" target="_blank"> Harvard Business Review</a>, employees who get limited one-on-one time with their manager are more likely to be disengaged.

Employees want to feel supported and listened to.

“What consistently comes up during my sessions is that employees want to feel supported and listened to,” says Jenkins. “They want to know their manager has their back. Again – it’s about minimising their uncertainty – the better you communicate, the more certainty they will feel heard. Sometimes people need to hear something more than you think, especially if they are in a stressful situation.”<h2>Foster connection between co-workers</h2>Creating open communication lines extends to co-workers, too, says Jenkins.“The majority of us are hardwired to want to connect with others. Providing opportunities for employees to engage with their colleagues outside of work processes is really important,“ she explains.&nbsp;&nbsp;Davies adds that employees perform better when they are operating “in a culture of positive reinforcement, support, and collaboration”.So, how can you build effective communication&nbsp;with and between employees, and foster a positive company culture amongst your workforce? The answer will depend on the size, structure and development phase of your organisation. However, here are some tips:

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Other ideas include offering regular engagement surveys and asking employees for feedback – both positive and negative. “Anonymous surveys encourage open and honest feedback, which can be used to create a safe space to provide feedback and ultimately to enhance the employees experience in the workplace,” says Davies.<h2>Help employees grow and learn</h2>Humans are inherently driven to grow and evolve – and this is true at work, too. One study recently revealed that over half of employees would<a href="https://assets.online.rmit.edu.au/cdn/ff/DdDm2DW8b5WnLbn2dQy1fgOenjzqCrpzYQv8F-vyngI/1612754024/public/whitepapers/RMIT%20Online_ReadySetUpskill.pdf" rel="noopener noreferrer" target="_blank"> choose extra training over free lunches</a> at work, and one in four would prefer $1000 a year to spend on training rather than a $50-a-week pay rise.In a world where technology is constantly changing, most employees understand the importance of upskilling and remaining relevant, says Davies.“Employees are valuing the opportunity to grow, which in turn positively impacts their career trajectory.”&nbsp;One business that prioritises education is e-commerce fashion giant<a href="https://www.asos.com/" rel="noopener noreferrer" target="_blank"> ASOS</a>, which LinkedIn named<a href="https://asoscareers.asos.com/ASOS/WorkingatASOS/LearningDevExperience.html" rel="noopener noreferrer" target="_blank"> UK’s most desirable company to work for</a> in 2018. It offers<a href="https://asoscareers.asos.com/ASOS/WorkingatASOS/LearningDevExperience.html" rel="noopener noreferrer" target="_blank"> ‘a range of bespoke and tailored learning solutions’</a> including a variety of mixed media and skills courses, along with career coaching, mentors within the business, team development days, career planning and sponsored qualification support.Jenkins explains that: “Training and development opportunities are important because they provide incentive and reward for individual employees. People want to feel there is something in it for them, that they are growing, and there is purpose to their work as well. Doing transactional work isn’t enough for most people – they want more; they want to feel that they are adding value and that there is meaning in the work they do.”<h2>Create a sense of purpose</h2>Offering a competitive salary is an important way to attract top talent, however, creating a sense of purpose and autonomy is crucial when it comes to keeping employees engaged with their job.The Harvard Business Review documents that<a href="https://hbr.org/2018/11/9-out-of-10-people-are-willing-to-earn-less-money-to-do-more-meaningful-work" rel="noopener noreferrer" target="_blank"> 9 out of 10 employees</a> are willing to earn less money to do more meaningful work, while a survey by LinkedIn found<a href="https://www.linkedin.com/pulse/5-factors-influence-employees-more-than-money-gajendra-balasingam-/" rel="noopener noreferrer" target="_blank"> only 13 per cent of employees</a> want to switch jobs because they want more money.A healthy work-life balance is increasingly important for many employees, too, especially post-pandemic, as workers become accustomed to working from home.In fact, a recent<a href="https://www.ey.com/en_gl/news/2021/05/more-than-half-of-employees-globally-would-quit-their-jobs-if-not-provided-post-pandemic-flexibility-ey-survey-finds" rel="noopener noreferrer" target="_blank" style="font-size: 20px;">&nbsp;study</a>&nbsp;found that half of employees would consider leaving their jobs if they weren’t afforded ‘some sort of flexibility’ post-pandemic, and nine out of ten employees want flexibility around when and where they work.“Flexible work is huge,” says Jenkins. “It’s a baseline expectation and the new way of working. Increasingly, it’s more of a ‘hybrid’ model; rather than a work/ life balance it’s a harmony of the two, a merging rather than a separation. It’s something both parties will have to negotiate.”Davies adds that employers may find themselves facing “a hidden war on talent” following the hiatus caused by the pandemic, with workers increasingly weighing up their priorities when it comes to flexibility and purpose.“Salary still needs to be competitive and in line with the market rates, as does any incentive plans being offered, [but] we are seeing a wide range of employee benefits being offered.”The key is to identify what your employees value most – whether that’s flexibility, wellness programs, mental health days or monetised incentives like bonuses, says Davies.

Find out what motivates your employees.

How do you know what your employees value? Davies is clear: you have to ask them. “It is important to survey your staff and find out what will motivate them and what will make the workplace appeal to them in order to increase retention and employee satisfaction."&nbsp;<h2>Optimise your employee experience</h2>Regardless of your industry, a business is only ever as strong as its employees. The best thing you can do for your customer experience is optimise your employee experience, recommends Davies.“With the Great Resignation forecast in 2022, and worker shortages being experienced across many industries, employers need to be doing everything they can to retain employees and achieve high levels of employee retention.&nbsp;“We know [focusing on retention] boosts morale and also saves on recruitment and training costs,” she explains, while prioritising employee retention and employee engagement also affects reputation.&nbsp;&nbsp;&nbsp;“If a business has a high employee retention rate, it sends the message to top talent and employees that it’s a desirable place to work,” Davies explains. “While workplaces have endured plenty of challenges during COVID-19, they had stressors long before the pandemic, and they will face stressors long after. We can’t stop these things from occurring, but businesses can boost employee engagement and retention by helping them feel valued, heard, supported and resilient.”

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Happy, productive employees make for a more profitable business and a more enjoyable workplace. Here's how to retain great employees

Learn top strategies about employee retention and how to ensure reduced staff turnover for your business.

Employee retention: strategies on how to retain staff

Employee retention: learn strategies that will retain your staff

How to retain employees: top tips for keeping employees engaged

Forget traditional recruitment methods. Here’s how to reach - and retain - young employees

They are young; they’re well-educated; they’re technologically savvy – recruiting and retaining Gen Z and Millennial workers should be a crucial part of any employers’ recruitment strategy.&nbsp;Why? Not only are Millennials becoming the leaders of today, they’re the customers and consumers of today, too. Meanwhile, Gen Z are the leaders of the future – the changemakers who bring a fresh perspective to the job.&nbsp;So, how can businesses attract, hire and retain the labour market’s newest next-gen recruits?First, it’s important for employers to understand the differences between the two cohorts when hiring, and to set aside any preconception they may have about them.

<h2>The secrets to hiring Millennials and Gen Z</h2>1.&nbsp;Speed up your recruitment process&nbsp;Millennials and Gen Z have been dubbed the ‘on-demand generation’, having grown up with everything from food deliveries to movies available when they want it, where they want it. Having grown accustomed to instant gratification, they have little patience for long delays - and that includes slow recruitment processes.“Time to hire is important – you have to move fast,” emphasises HR leader<a href="https://www.linkedin.com/in/lucy-wilson/?originalSubdomain=au" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(0, 0, 0);"> </a><a href="https://www.linkedin.com/in/lucy-wilson/?originalSubdomain=au" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(17, 85, 204);">Lucy Wilson</a>, founder of<a href="https://www.linkedin.com/company/that-people-culture-co/" rel="noopener noreferrer" target="_blank" style="background-color: transparent; color: rgb(0, 0, 0);"> </a><a href="https://www.linkedin.com/company/that-people-culture-co/" rel="noopener noreferrer" target="_blank" style="background-color: transparent; color: rgb(0, 0, 255);">That People &amp; Culture Co</a>. “Consider the pace of the recruitment process; is it fast? Is the form easy to fill out? Can you do it on mobile? How long does it take to complete the process and how long till [you] make contact with them? Millennials and Gen&nbsp;Z don’t wait.”2. Get clear on your purpose&nbsp;Millennials and Gen Z care about purpose and values – so, as an employer, you need to be able to define and articulate your business’ mission, vision and values.&nbsp;Three easy ways to ‘show the why’:<ul><li>On your website – either your main site or a special portal for candidates&nbsp;&nbsp;</li><li>A special handout pack outlining your vision and mission&nbsp;</li><li>Organise for candidates to talk to other employees&nbsp;</li></ul>3. Create an attraction strategy&nbsp;With employers grappling with retention rates due to the so-called <a href="https://hbr.org/2021/09/who-is-driving-the-great-resignation" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(17, 85, 204);">‘Great Resignation’</a>, it’s time to get crystal clear about what your workplace offers potential new recruits when hiring. Enter: the attraction strategy – a document that clarifies who you are trying to recruit, your key messages, and the benefits you offer.&nbsp;That might include your culture, the tools or tech you offer and the career opportunities available.4. Use platforms that Gen Z are using&nbsp;Don’t wait for Millennials and Gen Z to find you – go to them by using the platforms you know they’re on.&nbsp;Nearly half of all under-30s have a TikTok account for example, and some<a href="https://www.cnbc.com/2021/07/18/chipotle-target-using-tiktok-to-find-workers-in-tight-job-market-.html#:~:text=Chipotle%2C%20Target%2C%20WWE%20and%20Shopify,war%20for%20talent%20rages%20on." rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(17, 85, 204);"> </a><a href="https://www.cnbc.com/2021/07/18/chipotle-target-using-tiktok-to-find-workers-in-tight-job-market-.html#:~:text=Chipotle%2C%20Target%2C%20WWE%20and%20Shopify,war%20for%20talent%20rages%20on." rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(0, 0, 255);">employers</a>, like Target and Shopify, have experimented with using the video-sharing app to recruit young workers.Other options are to build a company presence for your business on platforms like TikTok and LinkedIn and, if you’re engaging recruitment agencies, ensuring that they are using these platforms on your behalf.&nbsp;5. Create an inclusive workplace - and recruiting strategiesInclusivity and diversity are key for Millennials and Gen Z – and it’s all-too apparent when companies are lacking in this area.“Diversity and inclusion need to be a part of your organisational hiring and professional development strategy. Millennials like everyone to be included across all minority groups – culture, race, gender, disability, neurological – as they believe everyone has value to bring to the job,” explains Wilson.So, it’s important to use inclusive practices when recruiting.&nbsp;The 2021 Deloitte Millennial and Gen Z study encourages business leaders to “use systems and processes that are gender and colour-blind and think differently about the types of experiences and qualifications that might prepare people for specific jobs.&nbsp;“That may include hiring for curious mindsets instead of specific skill sets, or seeking people who have demonstrated they’re agile, comfortable with ambiguity, and able to overcome adversity.”&nbsp;For example, removing names from resumes helps decrease gender and race biases –<a href="https://www.theguardian.com/sustainable-business/2016/jul/05/blind-recruitment-aims-to-stamp-out-bias-but-can-it-prevent-discrimination" rel="noopener noreferrer" target="_blank" style="background-color: transparent; color: rgb(0, 0, 0);"> </a><a href="https://www.theguardian.com/sustainable-business/2016/jul/05/blind-recruitment-aims-to-stamp-out-bias-but-can-it-prevent-discrimination" rel="noopener noreferrer" target="_blank" style="background-color: transparent; color: rgb(17, 85, 204);">a practice big Australian businesses, such as Australia Post and Westpac</a>, have tried and adapted.&nbsp;Another recruiting technique is using appropriate skill-based tests, rather than relying on past education, to better give candidates an equal footing.&nbsp;Beauty business,<a href="https://www.thebodyshop.com/" rel="noopener noreferrer" target="_blank" style="background-color: transparent; color: rgb(0, 0, 0);"> </a><a href="https://www.thebodyshop.com/" rel="noopener noreferrer" target="_blank" style="background-color: transparent; color: rgb(0, 0, 255);">The Body Shop</a>,<a href="https://www.smh.com.au/national/no-resume-no-reference-the-body-shop-s-radical-approach-to-hiring-20211029-p594a8.html" rel="noopener noreferrer" target="_blank" style="background-color: transparent; color: rgb(0, 0, 0);"> </a><a href="https://www.smh.com.au/national/no-resume-no-reference-the-body-shop-s-radical-approach-to-hiring-20211029-p594a8.html" rel="noopener noreferrer" target="_blank" style="background-color: transparent; color: rgb(17, 85, 204);">has done away with resumes, references and background checks altogether</a> in an effort to provide more opportunities to single parents, young carers, homeless and First Nations Australians. The company has streamlined their Christmas casual hiring process into three key questions: ‘are you legally authorised to work in Australia’; ‘can you lift up to 11 kilograms and work an eight-hour shift’; and ‘are you happy to work with customers?’&nbsp;6. Ask current employees in that generation&nbsp;No one knows Gen Z and Millennials better than those in that demographic, so ask current team members about what attracted them, how they and their friends that age search for jobs, why they like working at your company.7. Be honest&nbsp;This may seem obvious, but if you mislead a candidate in an interview about what it’s like to work at your company, they’ll find out – and fast.&nbsp;Gen Z and Millennials value transparency more than any other generation - and they are used to using technology to get the information they want.“If you say: ‘this is our employee experience’, they’re going to check that for themselves,” emphasises Wilson. “They’re researching, they’re going on [employment site]<a href="https://www.glassdoor.com.au/index.htm" rel="noopener noreferrer" target="_blank" style="background-color: transparent; color: rgb(0, 0, 0);"> </a><a href="https://www.glassdoor.com.au/index.htm" rel="noopener noreferrer" target="_blank" style="background-color: transparent; color: rgb(17, 85, 204);">Glassdoor</a>, they’re reading reviews – remember [Gen Z and Millennials are] very capable at finding information.”

<h2>Secrets to retaining Millennials and Gen Z team members&nbsp;</h2>1. Flexible working&nbsp;Flexibility in terms of working arrangements, hours and tools are crucial – even more so following the pandemic, which has demonstrated the success of remote-working models.The<a href="https://www2.deloitte.com/content/dam/Deloitte/global/Documents/2021-deloitte-global-millennial-survey-report.pdf" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(0, 0, 0);"> </a><a href="https://www2.deloitte.com/content/dam/Deloitte/global/Documents/2021-deloitte-global-millennial-survey-report.pdf" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(17, 85, 204);">2021 Deloitte study</a> reinforces this, as Millennials and Gen Z participants both list flexibility/ adaptability as the most critical employee characteristic for successful businesses.&nbsp;&nbsp;Remember: flexible working isn’t just remote working or offering flexible hours, but includes investing in collaborative tools to connect remote staff.&nbsp;&nbsp;The<a href="https://www.wgea.gov.au/publications/flexible-work-post-covid" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(0, 0, 0);"> </a><a href="https://www.wgea.gov.au/publications/flexible-work-post-covid" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(17, 85, 204);">Australia Workplace Gender Equality Agency collected data from private sector organisations with 100 or more employees</a> on the uptake of flexible work arrangements due to COVID-19, finding that nearly four in five employers have a formal flexible work policy or strategy, with larger organisations more likely to have formalised flexible working arrangements compared to small and medium organisations.&nbsp;Their<a href="https://www.wgea.gov.au/sites/default/files/documents/flexcovidinfographic.pdf" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(17, 85, 204);"> recommended actions for employers to build an effective flexible work policy or strategy</a> include:<ol><li style="text-indent: 1em;">Make ‘all roles flex’&nbsp;</li><li style="text-indent: 1em;">Trust your people</li><li style="text-indent: 1em;">Role-model flexibility by managers and leadership</li><li style="text-indent: 1em;">Communicate effectively</li><li style="text-indent: 1em;">Acknowledge the adjustment</li><li style="text-indent: 1em;">‘Log off and check out’ at home and in the office</li></ol> 2. Invest in technology&nbsp;Great tools and technology are crucial in retaining digital natives. Stay up-to-date with industry tech trends and invest in AI tools if possible, suggests Wilson.&nbsp;“Gen Z often have way more tech knowledge than the people hiring them – they’re not scared to try things and break things. They’re growing up in a social environment and social media community” says Wilson. “The technology experience needs to be amazing.”For a small business, this might mean using software like Slack, rather than simply email, or offering logistics, inventory or marketing software that makes employees’ everyday roles easier.3. Clear communication&nbsp;“Millennials want direct access to leaders,” says Wilson. “They want less hierarchy, and they don’t want to be micromanaged. They want to come in, do great work, head off – and switch off.”Create opportunities for Millennials to have direct access to leaders, such as regular informal group team meetings where questions are encouraged – either by submitting prior or asking on the day.&nbsp;&nbsp;&nbsp;Seemiller explains that Gen Z aren’t as concerned about direct access to leaders, but that “they want to be informed about the decisions leaders are making. As long as they’re informed about a decision, they’re good.”&nbsp;Weekly leadership blasts – either via text, emails or<a href="https://slack.com/" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(0, 0, 0);"> </a><a href="https://slack.com/" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(0, 0, 255);">Slack</a> – with updates and key info dot-pointed are also a great way to make team members feel as though leadership are keeping them up to date.&nbsp;4. Make your culture a focus&nbsp;Millennials and Gen Z care about culture and the environment they’re in. Creating positive, mental-health-led cultures boosts productivity and retention.&nbsp;&nbsp;&nbsp;“Prioritise mental health support and resources and create cultures where it’s OK to acknowledge stress,” recommends the<a href="https://www2.deloitte.com/global/en/pages/about-deloitte/articles/millennialsurvey.html" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(17, 85, 204);"> 2021 Deloitte study.</a> “Leaders need to destigmatise the conversation around mental health in the workplace and encourage their people to be transparent about their needs. Ultimately, this will help employees to feel healthier and happier and boost productivity.”

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5. Promote career development&nbsp;&nbsp;Deloitte’s previous studies have shown that Millennials are more likely to leave an organisation in two years or less if their leadership skills aren’t being developed.&nbsp;“It might seem like they’re quick to jump but consider the fast pace we expect them to operate at… yet we don’t mirror career advancement in the same way,” highlights Wilson. “The expectation is to operate at that pace, so organisations need to offer learning and development at the same pace.”&nbsp;6. Build an experience strategy&nbsp;A good employee experience isn’t something that just happens, it’s built.&nbsp;“Your people-experience strategy should include your employees’ technological and digital experience, as well as their physical, professional development and cultural experience – but it has to be true to who you are as a business,” explains Wilson. “The drivers and attractions may be different for the two generations, but your people-experience strategy can be all encompassing to create a workplace people want to work at – and continue working at.”How do you build a people or employee-experience strategy? You can work with experts like Wilson, a people-experience strategist, or<a href="https://www.thestrategygroup.com.au/what-we-do/employee-experience-strategy/" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(0, 0, 0);"> </a><a href="https://www.thestrategygroup.com.au/what-we-do/employee-experience-strategy/" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(17, 85, 204);">start building your own</a> by looking at how your team's day-to-day experience at work plays out.

7. Review your policies&nbsp;Pointless policies – particularly around meetings, working methods, office hours, and remote working – are going to quickly become a thing of the past.&nbsp;&nbsp;&nbsp;Dr Corey Seemiller, professor of organisational leadership at Wright State University. believes, “moving forward [after the pandemic], people aren’t going to put up with the old-school shenanigans, like the inflexibility around remote working, unless there is a good reason that’s being communicated to them. Gen Z – along with everyone else – are going to have a low tolerance for policies that don’t make sense to them. There’s currently this ‘get back to the office’ shift which doesn’t make sense [to Gen Z] and is contributing to the Great Resignation.”However, if you can adapt and focus on building a thriving, flexible, diverse and inclusive culture and workplace, you can greatly benefit from hiring more Millennial and Gen Z staff.&nbsp;

<h2>Want to understand Gen Z and Millennials better?</h2>Here’s what you need to know about the workforce’s newest generation. They are values-drivenBoth groups share a focus on social change and accountability, according to the<a href="https://www2.deloitte.com/global/en/pages/about-deloitte/articles/millennialsurvey.html" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(17, 85, 204);"> </a><a href="https://www2.deloitte.com/global/en/pages/about-deloitte/articles/millennialsurvey.html" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(0, 0, 255);">Deloitte Global 2021 Millennial and Gen Z Survey</a>.&nbsp;“In the 10 years Deloitte has been conducting the Millennial Survey, Millennials and Gen Zs’ lives have changed, but their<a href="https://www2.deloitte.com/global/en/pages/about-deloitte/press-releases/in-its-10th-year-the-deloitte-global-millennial-and-gen-z-survey-reveals-two-generations-pushing-for-social-change-and-accountability.html" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(0, 0, 0);"> </a><a href="https://www2.deloitte.com/global/en/pages/about-deloitte/press-releases/in-its-10th-year-the-deloitte-global-millennial-and-gen-z-survey-reveals-two-generations-pushing-for-social-change-and-accountability.html" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(0, 0, 255);">values have remained steadfast</a>. They have sustained their idealism, their desire for a better world, and their belief that business can and should do more to help society,” said Michele Parmelee, deputy CEO and chief people and purpose officer at<a href="https://www2.deloitte.com/global/en.html" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(0, 0, 0);"> </a><a href="https://www2.deloitte.com/global/en.html" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(0, 0, 255);">Deloitte Global</a>.They are diverse<a href="https://www.pewresearch.org/social-trends/2018/11/15/early-benchmarks-show-post-millennials-on-track-to-be-most-diverse-best-educated-generation-yet/" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(17, 85, 204);">Millennials were the most racially and ethnically diverse, until Gen Z came along</a> – one factor that contributes to their drive for diversity and fighting against the status quo.&nbsp;&nbsp;They are educated<a href="https://www.nytimes.com/2015/08/02/opinion/sunday/were-making-life-too-hard-for-millennials.html" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(17, 85, 204);">Research reported by the New York Times,</a> found that while Millennials are the most educated, they’re the worst paid. It’s important to note that they have been greatly financially impacted by this century's most defining moments – global debts, 9/11, the Global Financial Crisis and following recession, and now the COVID-19 pandemic. <h2>How are Gen Z and Millennials different?</h2>They are motivated differently“Gen Z is motivated by relational factors – such as making a difference for someone, having an impact,” says Dr Seemiller. “Tell a Gen Z employee that the work they do is important, whatever it is, and it will motivate them.”“Whereas Millennials at that age were incentivised by accolades, benchmarks, doing well and moving up – the ‘if you do this, I will give you that’ motivation continues,” says Seemiller. “Gen Z wants to be rewarded too, but it’s not what drives them. Millennials just want to hit the mark and be given positive feedback in some way.”&nbsp;They learn differently&nbsp;Another key difference is the way they learn. Seemiller explains that Millennials are collaborative – they want to come together and work in groups. Whereas Gen Z are a ‘DIY generation’ – the self-taught YouTube generation.&nbsp;“Millennials want think-tank rooms, while Gen Z want a weblink to their online-learning programme so they can sit in the corner with their headphones on. If Gen Z comes together, they want it to be purposeful – ‘why are we coming?’ – there should be a reason,” explains Seemiller.&nbsp;They have grown up with technology differently&nbsp;While both generations are ‘digital natives’, their experience is different. Gen Z have never lived in a world without tech – whereas older Millennials likely remember dial-up internet.One last thing? Forget the stereotypesIn the recruitment process don’t believe everything you hear or read about Millennials and Gen Z. There’s more to these 20- and 30-somethings than avocado toast…Professor Seemiller has been at the<a href="https://www.coreyseemiller.com/" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(0, 0, 0);"> </a><a href="https://www.coreyseemiller.com/" rel="noopener noreferrer" target="_blank" style="background-color: rgb(255, 255, 255); color: rgb(17, 85, 204);">forefront of Gen Z research</a> and says that in today’s post-pandemic era, it’s common for employers to believe that younger employees don’t want to return to the office and prefer digital communications.&nbsp;“Gen Z actually prefers face-to-face communication over other types of communication. Not just in-person, but video, too – they like to see expressions and have a conversation.”Another popular misconception is that Millennials are disloyal and tend to ‘job hop’. However Wilson says that when Millennials move between jobs, it’s less about a lack of loyalty and more about a mismatch in terms of their expectations of their employee experience and the reality of the organisation’s values and culture. Economic conditions (and the need to pay off student debts) also often play a role.

Hiring Millennials is different to other generations. Read our resources for recruiting Millennial and Gen Z candidates.

Read our top tips about hiring millennials and Gen Z at your workplace. Learn from experts and employers 

Hiring millennials: tips on recruiting millennials and gen Z

Hiring millennials: tips on recruiting millennials in your workplace

Forget ‘trust falls’ and awkward after-work drinks. Here’s how to build real team spirit for your staff…

Team building. When it comes to unwelcome work-related events, team building is often right up there with ’HR meeting’.But numerous<a href="https://www.gallup.com/workplace/" rel="noopener noreferrer" target="_blank" style="color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);"> </a><a href="https://www.gallup.com/workplace/" rel="noopener noreferrer" target="_blank" style="color: rgb(0, 0, 255); background-color: rgb(255, 255, 255);">studies</a> have shown that ‘team building’ – getting your staff together to bond, usually over an activity – is one of the most beneficial things you can do for your business.&nbsp;“When you [invest in] team building, you see job satisfaction increase, boosts to employee morale and productivity, improved communication, higher retention and more,” says Michael Alexis, CEO of<a href="https://teambuilding.com/" rel="noopener noreferrer" target="_blank" style="color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);"> </a><a href="https://teambuilding.com/" rel="noopener noreferrer" target="_blank" style="color: rgb(0, 0, 255); background-color: rgb(255, 255, 255);">TeamBuilding.com</a>, a global company that has organised staff events at Google, Amazon, Netflix and Apple, among thousands.“One study found that socialising between team members improves communication patterns by more than 50 per cent; another reported that women who have a best friend at work are twice as likely to remain there as someone who doesn’t,” Alexis explains.

Nearly anything can be a team-building activity.

The crux of team building is to foster a sense of connectedness within your staff, whether you work in large groups or small teams. The good news?&nbsp;“Nearly anything can be a team-building activity” he says: “from throwing a frisbee at the park, to getting ice cream together, if you call it team building, then it is.”The best team-building activities have three common elements.

And, if the last 18 months have shown us anything, it’s that team building exercises doesn’t have to happen in person. COVID-19 has seen an explosion in remote and online team building, with Alexis pointing out that one of TeamBuilding.com’s most popular exercises has been carried out over Zoom:“Online Office Games is a 90-minute, fully hosted experience over Zoom. It includes team formations, icebreakers, trivia, and a fun communications game called ‘Can you hear me now?’”John Tabari is the founder and co-chief executive officer of<a href="https://classbento.com.au/" rel="noopener noreferrer" target="_blank"> Class Bento</a>, a workshops, activities and team-building events company that operates in Australia, the US and the UK. He sees the switch to remote working as “a once-in-a-generation change” to the workplace that can have dire consequences – including burnout – if company culture is lacking and staff don’t feel connected or valued within a team.Tabari explains: “Now that we are working ‘hybrid’ [a hybrid office environment features both in-office and remote workers] there are more silos and feelings of isolation among staff.” He believes creative workshops – including painting and even craft – can be a great way to keep teams running more cohesively. “It is very important to keep people bonding, as this creates more trust to share ideas, which drives innovation and improves productivity.”

"Team bonding creates more trust to share ideas, which drives innovation and improves productivity."

As for the cringe factor, Alexis says it’s imperative you hold any type of team-building activity within office hours. “One of the most effective ways to encourage participation at team building events is to make it paid work time. If you plan your event after hours, many people in your team will have obligations or otherwise may prefer not to come. Doing the event during work hours makes it easier for your team to commit.&nbsp;“Also, get your team excited about the event before it happens! In addition to telling them what activity you will be doing, share why you chose it and maybe even add some reviews.”Read on for different team building activities that are fun for everyone, without feeling forced.<h2>Remote/ virtual activities</h2>Virtual team-building ideas are in hot demand since the world was impacted by a pandemic. And while in-person team-building activities can be adapted and given a virtual makeover, there are plenty of teamwork events designed specifically for remote team building.<h3>1.&nbsp;&nbsp;&nbsp;Blackout Truth or Dare</h3>The host of the group says, “truth or dare!” and anyone who is not willing to do it, turns off their camera. The cameras that stay on are then asked to perform an action: singing in front of the group, for example, or sharing a childhood nickname. The winner of this team-building exercise is the person who is last to turn their camera off.<h3>2.&nbsp;&nbsp;&nbsp;<a href="https://teambuilding.com/blog/virtual-team-building-activities" rel="noopener noreferrer" target="_blank">Tiny Campfire</a></h3>This is one of TeamBuilding.com’s most popular events. A facilitator provides each participant with a package for the day – a teeny marshmallow, a Digestive biscuit, a piece of chocolate and a candle, which they use to ‘roast’ their<a href="https://en.wikipedia.org/wiki/S%27more" rel="noopener noreferrer" target="_blank"> S’mores</a> on. Then, on ‘camp day’ team members log in to a video conference room for 90 minutes of camp games, trivia and historic ghost stories. The advantage of this type of team-building game is it’s semi-virtual, memory-invoking and nostalgic.<h3>3.&nbsp;&nbsp;&nbsp;Lightning scavenger hunt</h3>This is where you hunt for ordinary items around your own home, including breakfast food, a DIY tool, the last book you read and a postcard, for example. It could also include fridge magnets, umbrellas, high heels and toilet paper. Airbnb offers <a href="https://www.airbnb.com.au/experiences/1671726" rel="noopener noreferrer" target="_blank">Living Room Legends Lightning Scavenger Hunts</a> through its Airbnb online experiences offering.&nbsp;<h3>4.&nbsp;&nbsp;&nbsp;Workshops exploring cultures</h3>“Right now, people can’t travel as much as they used to,” explains Tabari. “So, we’ve done our best to bring travel to our teams. One very popular virtual experience is making<a href="https://classbento.com.au/diy-turkish-mosaic-table-lamp" rel="noopener noreferrer" target="_blank"> Turkish lamps</a> as a team, where a whole kit is delivered and you feel like – for a moment – you are on holiday.”&nbsp;<h3>5.&nbsp;&nbsp;&nbsp;A Slack channel for memes</h3>This one is super easy and the perfect way to deliver a little humour and lightness when you’re communicating electronically all day. Create a dedicated<a href="https://slack.com/intl/en-au/help/articles/360017938993-What-is-a-channel" rel="noopener noreferrer" target="_blank"> Slack</a> channel and make sure everyone has a turn, even those who say they can’t find a meme… just send them a few online links and let the laughs begin. People don’t just love to laugh, they love to be thought of as funny, too.<h2>Out of office activities</h2>Getting outside and away from the office is a great way to build camaraderie. Here are some brilliant out-of-office team-building games.<h3>1.&nbsp;&nbsp;&nbsp;The Escape Room</h3>This involves all team members being taken to a room and given a limited amount of time to solve a puzzle using clues to escape. There are thousands of escape rooms, including mobile ones, all over the world and some have themed ‘rooms’ such as jails and castles. They’re a great way to promote team collaboration, critical thinking, problem-solving skills, and fast decision making in a low-stakes environment.<h3>2.&nbsp;&nbsp;&nbsp;Scavenger hunts</h3>Scavenger hunts have morphed to include their own genres, including a ‘photo’ scavenger hunt where you have to take pictures with your phone of different objects, and a ‘talent’ scavenger hunt that includes singing, handstands and more. TeamBuilding.com has a ‘selfie’ hunt, where you are required to get selfies with everyone from your family including a cute pet. There are even apps available to download, such as<a href="https://www.goosechase.com/" rel="noopener noreferrer" target="_blank"> GooseChase</a> and<a href="https://www.letsroam.com/" rel="noopener noreferrer" target="_blank"> Let’s Roam</a>, which includes a bar hunt option, allowing you to turn your hunt into a pub crawl.<h3>3.&nbsp;&nbsp;&nbsp;Laser tag</h3>A team-bonding classic, laser tag can happen indoors or outside and makes great use of strategic and planning skills. There are even options that include accommodation so you can stay overnight, enjoy breakfast, and enjoy a wide variety of activities like archery and hiking. Facilitators can divide teams evenly according to skill and fitness level. Keep in mind that if it’s an outdoor event, there may be more cardio involved so it might be wise to warn your team and make this an opt-in rather than compulsory team building event.<h3>4.&nbsp;&nbsp;&nbsp;Candle making</h3>Candle kits are great for both in-house and remote team building. Companies like<a href="https://blazeandfoam.com.au/" rel="noopener noreferrer" target="_blank"> Blazeandfoam.com.au</a> provide the kit and a tutor to guide you through the activity, and it’s a great way to get your team out of their comfort zones and shift gears.<h3>5.&nbsp;&nbsp;&nbsp;Terrarium workshop</h3>One of the most popular team building events at Class Bento, the<a href="https://classbento.com.au/succulent-terrarium-workshop" rel="noopener noreferrer" target="_blank"> succulent terrarium workshop</a> is held at a florist, but can also be done virtually with kits sent to staff in advance. An easy way to connect with nature, building your own little garden is a meditative experience that provides an easy, accessible way of slowing down and increasing focus.&nbsp;<h3>6.&nbsp;&nbsp;&nbsp;Charitable events</h3>Register your staff with a not-for-profit organisation’s fun run or walk. Marathons and walks are an ideal way of uniting the team around a common goal,&nbsp;fostering a sense of teamwork&nbsp;and injecting a greater sense of purpose..<h2>Upgrades to the traditional team dinners or lunches</h2>Team dinners or lunches are a tried-and-true way to build team spirit. But why not aim for an event that offers more than the standard meal out?<h2>1.	Trivia night</h2>Why not swap a traditional meal out for a trivia night? If this is outside of work hours, it’s best if it’s held somewhere a little more enticing than the office. A bar is fine, but a restaurant that caters to everyone’s dietary tastes is better still if you’re asking for more than just an end-of-year get together. There are plenty of trivia questions around the internet to act as an icebreaker or you can plan ahead by finding out unusual things about your staff and asking people to guess. For example, “What is Jenny’s middle name?” and “Which one of these three men went to Paris when he was 15?” The advantage of making it about your team is that everyone feels important and gets to know everyone else.<h2>2.	Quizzes</h2>Another option is to add a quiz on to your team dinner. While it’s tempting to make the subject of your quiz about work, remember, you might not get the same level of enthusiasm if you do! Consider current events or pop culture, and if it’s a big group, try dividing into fours and setting a timer.<h2>3.	Lucky dips</h2>Everyone loves prizes, but with lucky dips it pays to have more than one major prize thrown in along with the candles, mugs and keyrings. Vouchers are always a good idea, too.<h2>4.	Secret Santa</h2>Perfect for Christmas but great for any other time, too, consider holding a Secret Santa for Christmas in July to boost morale, or even an end-of-financial-year giveaway. For a big project that everyone has been diligently working on that’s been successful, it’s worth putting a bit of intention behind the celebration. Drinks at the pub is nice but taking the team out to lunch and asking everyone to bring a gift worth no more than $10, is more personal.<h2>5.	Wine tastings</h2>You can take your staff away for a weekend at a winery but if you want to keep it within work hours, devote a day to it. Or try a cocktail-making workshop.<a href="https://www.redballoon.com.au/cooking-classes/cocktail/?gclid=Cj0KCQiA8ICOBhDmARIsAEGI6o1vw3drQjNULeFI5QLTlleagSdPwZA8w_BVuGGkPma-05fkcWdCKPwaArlIEALw_wcB" rel="noopener noreferrer" target="_blank"> Red Balloon</a> has a variety of them, all led by expert bartenders.<h2>6.	Cooking class</h2><a href="https://classbento.com.au/cocktail-and-dumpling-making-class" rel="noopener noreferrer" target="_blank">Class Bento</a> provide cultural culinary experiences such as sushi or dumpling making – it’s an easy-to-learn new cooking skill for the kitchen while enjoying a cocktail and free lunch with the team. Cooking classes also involve a level of problem-solving, and you can always throw in a fun game afterwards. Or why not add a Happy Hour to the end of the class so your team can enjoy the fruits of their labour over a glass of wine?

<h1>Indoor team-building games</h1>Looking for team-bonding activities you can do indoors or during a corporate retreat? Read on:<h2>1.	Three truths and a lie</h2>Hand each person four pieces of paper. On one of them they should write a lie. Examples should be easy, especially if the team don’t know each other. Something such as ‘I’ve been to Pluto’ or ‘I have a gold medal’; on the other three pieces of paper are written their truths – ‘I was once a chef’ or ‘I played netball for ten years’. Ask the person to read out all four and have the rest of the team guess which one is the lie.&nbsp;<h2>2.	Blind drawing</h2>Split your team off into pairs. Have each pair sit back-to-back and set a timer. One person must draw what the other person describes without them giving away what it is. For example, ‘Santa sitting on a surfboard’ where the only things allowed to be described would be ‘big fat man in a red suit is on top of something you use in the ocean’. This is a fun way to encourage communication and for people to appreciate different communication styles.<h2>3.	Two things</h2>This is a great icebreaker activity and especially useful for those who may feel too self-conscious to say something about themselves. Each member of the team has to say two things they love and two things they hate. It can be absolutely anything: “love my kids and my partner… hate brussels sprouts and the Sydney Swans”. But it gives other people a chance to get to know what really makes them tick. It’s also a good conversation starter.&nbsp;<h2>4.	Write it down</h2>This game sees each team member give a piece of paper with a person’s name on it. Below the name they must think of one kind thing they can say that describes the person, although a sentence is better: ‘Georgie is great at deadlines’ or ‘Steve always cleans up after everyone’. Then, they fold the piece of paper down and pass it on to the next person. Smaller groups are better suited to this, so if you need to break a big group up into groups of four or five, then do so. At the end, the rolled-up piece of paper is unfolded and read aloud by the person everyone has been writing about. This is a great way to make people feel appreciated and ‘seen’ and it’s something tangible they can look at when they’ve had a bad day.

<h2>If your staff aren’t getting along….</h2>If there’s a lack of communication or tension between staff forget doing trust falls! There are some exercises you can do to help move people on, however.&nbsp;<h2>1.	The great debate</h2>“There are numerous team-building exercises specifically for conflict resolution” says Alexis, who recommends one of his favourites, The Great Debate. “Essentially, you pick a low-stakes topic like ‘What is better, coffee or tea?’ and each side has to make their case. Then, halfway through you have people switch sides and debate the other perspective.”&nbsp;He believes real topics can sometimes be even better. “If you know that there is conflict between departments you could have each one argue why the other is important. These activities encourage employees to see their colleagues as real people with real perspectives. You may not instantly create best friendships, but you can boost respect and understanding.”<h2>2.	Acknowledge different personalities</h2>Choose a straightforward personality test. There are lots available online, such as<a href="https://www.16personalities.com/free-personality-test" rel="noopener noreferrer" target="_blank" style="color: rgb(0, 0, 0); background-color: rgb(255, 255, 255);"> </a><a href="https://www.16personalities.com/free-personality-test" rel="noopener noreferrer" target="_blank" style="color: rgb(0, 0, 255); background-color: rgb(255, 255, 255);">Myers Briggs</a> and the <a href="http://discpersonalitytesting.com/" rel="noopener noreferrer" target="_blank" style="color: rgb(0, 0, 0); background-color: transparent;">DISC personality test</a> that are easy to do and fun and informative. Have a discussion in small groups about the results, for example, what it means to be introverted or have a certain style of working. That way, the next time a conflict occurs, the person can say “I’m an ITFJ” and feel more understood. Or, if two people have been disagreeing, they can start to break down exactly how the other person has been interpreting what they’ve been saying.<h2>3.	Rage rooms</h2>Places like<a href="https://thebreakroom.com.au/" rel="noopener noreferrer" target="_blank" style="color: rgb(34, 34, 34); background-color: transparent;"> </a><a href="https://thebreakroom.com.au/" rel="noopener noreferrer" target="_blank" style="color: rgb(0, 0, 255); background-color: transparent;">The Break Room</a> run corporate sessions and include packages with a baseball bat and specific items for the team to break. That’s right: <a href="https://www.oprahdaily.com/life/health/a27238994/rage-room-experience/" rel="noopener noreferrer" target="_blank" style="color: rgb(17, 85, 204); background-color: rgb(255, 255, 255);">rage rooms</a> offer the chance to wield your weapon of choice and smash your stress away. You also get to take home a gift. It’s the perfect way to blow off steam after a stressful period, just make sure everyone is fully aware that what goes on in the break room must stay there!

Forget ‘trust falls’ and awkward after-work drinks. Here’s how to build real team spirit for your staff…

Here are 24 of the best team building activities, including virtual and remote team building activities. These top ideas are fun for your entire work team.

Team building activities: 24 best team building activities

Team building activities: 24 of the best team building activities for your work team

Team building activities: 24 of the best team building activities for your work team AU

Looking to upgrade your financial knowledge – or support your retail staff? The Australian Retailers Association and Afterpay have launched a new – free – financial education program

Until recently, Melbourne store manager Ash Whittingham lived pay cheque to pay cheque, and rarely gave much thought to her long-term financial goals.But since finishing several<a href="https://www.retail.org.au/financialliteracy" rel="noopener noreferrer" target="_blank">&nbsp;financial literacy courses</a>&nbsp;created by the Australian Retailers Association (ARA) and Afterpay, Ash has a new outlook on her finances.“I feel confident in knowing where I need to make changes to ensure my financial wellbeing continues to flourish,” she says. “I have really started to look at long-term financial goals, rather than just short-term… and I’ve begun to use budget tracking tools to help manage my income.”

“I have really started to look at long-term financial goals, rather than just short-term.”

Ash, who is the senior store manager at Decjuba’s South Yarra store, was one of the first retail workers to complete the program, which has been designed especially for Australian retail staff.The self-led courses cover a range of topics and explain concerts such as interest and superannuation.

All the courses were independently designed by learning experts at education platform OpenLearning and are offered online.“I completed the courses after work,” says Ash. “I was able to sit down away from distractions and properly focus on the course work.”The online program aims to address the financial education gap among retail workers.In Australia, the average age of a sales assistant is 26, with the vast majority of roles filled by women, says ARA CEO Paul Zahra. “The retail sector employs more young people than most other industries, providing Australians with their first employment experience.

“The retail sector employs more young people than most other industries, providing Australians with their first employment experience.”

“One of the consistent gaps that exists is around financial literacy. It can be a complex area, especially if you’re young and starting out.”He adds that financial literacy is even more critical in the wake of the pandemic, given that some retail workers have accessed superannuation early. “Topics like superannuation, interest, budgeting and financial risk can be tricky areas to understand, which is why these courses with Afterpay have been developed.”“I started off my career on the shop floor at Target some 30 years ago, and these sorts of courses didn’t exist. Financial literacy was just something you learned on the go back then. Now, retail workers have great training and development opportunities at their fingertips.”The financial literacy program is the latest step in a strategic partnership between Afterpay and the ARA. Over the next two years the pair will be rolling out a series of initiatives designed to support, promote and future-proof Australia’s $325 billion retail sector.&nbsp;&nbsp;

To find out more about the&nbsp;<a href="https://www.retail.org.au/financialliteracy" rel="noopener noreferrer" target="_blank">financial literacy education program</a>, which is supported by Afterpay and is available to all retail workers, visit the&nbsp;<a href="https://www.retail.org.au/financialliteracy" rel="noopener noreferrer" target="_blank">ARA’s website</a>.&nbsp;

The Australian Retailers Association and Afterpay have launched a new – free – financial education program.

The Australian Retailers Association and Afterpay have launched a new – free – financial education program

Discover Afterpay's financial literacy training courses for retail staff

Inside the new financial literacy courses for retail staff

A strong festive season starts with great customer service. Here’s how to prepare staff for the busiest time of the year.

The countdown is on to the hectic festive trading period, and having the right staff — in the right numbers — is a crucial part of the planning process.Seasonal staff will help meet increased demand, limit queue times, boost customer service and make that festive cheer go further. Here’s how to get it right.<h2>1. Start Early&nbsp;</h2>Competition from other retailers for Christmas casuals can be fierce, so it’s important for retailers to begin their recruitment drives in plenty of time. This is even trickier in the current job market where unemployment figures are hitting record lows, and in regional areas where housing affordability has affected the supply of workers.“It’s become a normal occurrence post-lockdown to see retail brands advertising, not to attract potential shoppers, but potential workers,” says Simon Burrett, a strategist and marketer at<a href="https://www.linkedin.com/in/marketing-strategy-retail-ecommerce-mentor-consultant-leadership/" rel="noopener noreferrer" target="_blank"> Retail Roustabout</a>. “In a ‘full-employment’ world, this is now a critical investment.”The message for retailers: start recruiting now, and make sure your pitch is strong enough to attract more than your share of this scarce and valuable (human) resource. “Offering competitive wages, flexible scheduling and in-store discounts can be enticing at this time of year.”“The culture around casual work has changed,” says Gabrielle Roux, head of retail/people and culture at fashion brand<a href="https://www.sheike.com.au/" rel="noopener noreferrer" target="_blank"> Sheike</a>. “We find people are wanting flexibility around their hours and shifts more than ever. That can be challenging with casual teams, and businesses need to navigate the challenges with agility and an open mind.”Look back at previous Christmas trading periods and use the past data and insights to predict sales volumes this season.&nbsp;<h2>2. Look back to plan forward&nbsp;</h2>Look back at previous Christmas trading periods (COVID adjusted) and use past data and insights to predict sales volumes this season.&nbsp;This technique – known as&nbsp;<a href="https://www.stitchlabs.com/learning-center/what-is-demand-forecasting-in-retail/#:~:text=Demand%20forecasting%20in%20retail%20is,hand%20at%20a%20given%20time." rel="noopener noreferrer" target="_blank">demand forecasting</a>&nbsp;–&nbsp;&nbsp;will also help you to plan staff requirements and implement rosters.&nbsp;A range of critical business decisions like turnover, profit margins, <a href="https://www.afterpay.com/en-AU/business/access/boosting-profitability/cashflow-management-tools" rel="noopener noreferrer" target="_blank">cash flow</a>, capital expenditure and staffing are all dependent on demand forecasting.Australian trampoline retailer&nbsp;<a href="https://www.vulyplay.com/en-AU" rel="noopener noreferrer" target="_blank">Vuly Play</a>’s direct sales team doubles in size at Christmas. It conducts demand forecasting to ramp up distribution and warehouse staff to meet huge seasonal demand.“Vuly Play has to remain consistently agile regarding staff requirements,” says communications manager Matt Bassos. “Leading into Christmas and the last days of November will pose the greatest challenge.”&nbsp;At Sydney e-tailer&nbsp;<a href="https://gourmetbasket.com.au/" rel="noopener noreferrer" target="_blank">Gourmet Basket</a>, Christmas is the busiest season, with planning beginning in July, and extra staff recruited in September and then again in December. “So, we need to increase our customer service team, our team processing our orders,” explains managing director Stuart Mills.“We also need more help in our corporate sales area and, last of all, in production. So, we have to scale up across the entire business.”&nbsp;

<h2>3. Streamline induction processes&nbsp;</h2>When the holiday season is in full swing, it’s crucial for retailers to have processes that onboard new part-time, casual or full-time staff seamlessly so they can hit the ground running.&nbsp;Vuly works hard to make sure temporary staff brought on to meet seasonal demand don’t feel left out. “We have created training manuals specifically designed for temporary sales staff, and we do what we can to make them part of the team, including branded merchandise like our Vuly t-shirts,” says Bassos.Part-timers get all the benefits of long-term staff, from free lunches to birthday celebrations with the team. “This often leads to casuals wanting to stay on and work with Vuly on a longer-term basis,” adds Bassos.During the stressful sales season, regular check-ins with new staff members – encouraging them to be open about how they find the role and checking on their mental health – has also helped to build a strong team.&nbsp;“We ask what’s making them worried, anxious or simply isn’t enjoyable,” says Bassos. “You’d be surprised just how the act of showing some genuine concern can really help change their state of mind.”&nbsp;

“We have created training manuals specifically designed for temporary sales staff, and we do what we can to make them part of the team”

<h2>4. Hire a chatbot</h2>Adding a <a href="https://clutch.co/au/developers/artificial-intelligence/chatbots" rel="noopener noreferrer" target="_blank">chatbot</a> to your website is another way to meet the demand in online queries and also reduce the number of phone enquiries, which can be time-consuming for staff.For example, Sephora — one of the first beauty retailers to institute the use of chatbots — has two Facebook bots: a reservation assistant and a virtual artist to help with colour matching. The savings can be huge.&nbsp;<a href="https://www.juniperresearch.com/researchstore/operators-providers/chatbots-trends-research-report" rel="noopener noreferrer" target="_blank">US marketing research company Juniper Research</a> estimates that $8 billion will be saved in 2023 by businesses and retail stores reducing their chat support costs. While not designed to completely replace humans, they offer customers a new way to interact with a brand, which helps retailers streamline their processes.If you are considering a chatbot, ensure that it can be minimised easily for shoppers who prefer to purchase directly from your site.<h2>5. Bolster training for online processes now</h2>One of the consequences of COVID-19 has been a shift toward online shopping – which has prompted a surge in internet enquiries for omnichannel retailers. Experts say that preparing for more online queries will be vital this Christmas.When COVID-19 hit, lingerie&nbsp;and swimwear brand&nbsp;<a href="https://brastogo.com.au/" rel="noopener noreferrer" target="_blank">Big Girls Don’t Cry Anymore</a>&nbsp;implemented an online booking system&nbsp;that enabled customers to schedule virtual fittings. Owner Karen Edbrooke has&nbsp;trained staff to use the technology to accept and handle these online bookings, which has lifted sales dramatically.&nbsp;Staff simply call the customer at the allotted time to help them find the right fit for their products. “Our fittings are done in a way that it’s literally like being in the shop, which is seamless for customers,” says Edbrooke.&nbsp;“To give you an idea, we had 20 staff before the pandemic hit in early 2020, and now we’ve got 52 staff on the books, with the fitting room bolstering sales dramatically. Christmas could be a strong trading period for a lot of businesses&nbsp;if&nbsp;they change the way they operate.”Edbrooke recommends requesting staff to use any quiet periods to update customer databases,&nbsp;either via a form, online or by phone,&nbsp;in preparation for a Christmas marketing push.

<h2>6. Digitise your rostering </h2>If your business still relies on a paper-based rostering system stuck on the wall, it’s time to move with the times and consider a digital model – especially if some of your teams are working remotely.The right scheduling system will help ensure there’s no missed shifts or inaccuracy in the communication.&nbsp;<a href="https://www.deputy.com/au" rel="noopener noreferrer" target="_blank">Deputy</a>&nbsp;is a popular choice among Australian retailers, and is used by IGA supermarkets and fashion retailer GlamCorner. It only costs a few dollars a month per user, and enables you to send rosters to the retail team with a few clicks. The tech includes a built-in awards interpretation function to ensure all employees are paid accurately for every hour they work, including penalty rates.&nbsp;Other popular models include&nbsp;<a href="https://www.clockon.com.au/" rel="noopener noreferrer" target="_blank">ClockOn</a>&nbsp;and&nbsp;<a href="https://zenshifts.com/au/" rel="noopener noreferrer" target="_blank">Zenshifts</a>. Whatever system you use, make sure that staff have their Christmas rosters by October so they can plan their own holidays.

All references to any registered trademarks are the property of their respective owners. Afterpay does not endorse or recommend any one particular supplier and the information provided is for educational purposes only.

A strong festive season starts with great customer service. Here’s how to prepare staff for the busiest time of the year.

Wondering how to navigate the difficulties of short term staffing for Christmas and other busy seasons Get answers from Access Afterpay

5 Tips for Hiring Seasonal & Holiday Staff | Access Afterpay

6 tips for managing staff during the Christmas rush

5 tips for managing staffing during the Christmas rush

<h2>Six tips to maximise retail staff performance – and sales</h2>

Retail staff are at the coalface of your business; when they are happy and productive, you’ll see the results in your bottom line.&nbsp;And yet the social distancing and store closures that came with COVID-19 during 2020 have been enough to challenge even the highest-performing members of your team. Here’s how to keep staff on track – and boost productivity – in time for Christmas trading.&nbsp;

<h3>1. Reset the boundaries&nbsp;</h3>Given the sporadic trading that came with lockdowns, it may be worth re-running the onboarding process with all staff.&nbsp;This will ensure team members know exactly what’s expected of them, says Aileen Day, who has led customer experience for brands such as Bunnings and Officeworks, and now runs retail consultancy&nbsp;<a href="https://valuedrivenbrand.com/" rel="noopener noreferrer" target="_blank">The Value Driven Brand</a>.Retail leaders need to ensure they have clear, defined roles on the shop floor, says Day. In the lead-up to the busy sales period, she recommends scheduling in a pre-Christmas onboarding session for each staff member – regardless of how long they’ve been employed. “This will serve as a clear reminder of your expectations and what you need from staff.”The session could outline what good customer service looks like in your store, which will vary between retailers. “As a leader, you have the ability to hold your team accountable and refresh their memory on what their role encompasses,” says Day.&nbsp;&nbsp;&nbsp;

<h3>2. Encourage initiative&nbsp;</h3>Retail environments can be frantic, with staff often in reactive mode as they handle a range of customer requests. This oftens mean that few stop to take the time to consider proactive initiatives, says Day.To break these patterns, regularly invite staff to point out which tasks need to be done and suggest any improvements that can be made, suggests Day. This will help create an autonomous workplace environment.&nbsp;Over time, these small actions ultimately lead to a culture that promotes initiative, and will also give staff greater ownership over their role. “Team leaders can then ask staff when these tasks have been completed,” adds Day.

<h3>3. Understand staff motivations&nbsp;</h3>Not all staff are created equal. And by understanding that one staff member is motivated by praise and another prefers to be rostered on early shifts, team leaders can incentivise staff in small ways that count.&nbsp;Everyone likes to be valued, points out Day: “Get to know what’s important to them. It’s OK to treat staff differently based on what motivates them, as long as it’s all even when it comes out in the wash.”

“Get to know what’s important to them. It’s OK to treat staff differently based on what motivates them, as long as it’s all even when it comes out in the wash.”

<h3>4. Create an upsell checklist&nbsp;</h3>Just as McDonald’s famously asks whether you’d like fries with your order, retailers can create an upsell checklist to maximise sales when customers head to the cash register.&nbsp;Suggesting a belt that works with a pair of jeans being purchased, or a matching piece of jewellery or bag, can be an effective way of bolstering sales and reaching targets for staff, says Day.&nbsp;Retailers can create a checklist of upsell options the team can refer to, which can ultimately improve the customer experience. “Customers want to be reminded if you’re running a buy-two-for-one offer,” says Day. “They want to be asked for their loyalty points, so this upsell checklist can be an important tool when closing a sale.”&nbsp;

<h3>5.&nbsp;&nbsp;Share training and targets</h3>Your staff are assets to your business, as much as the products and services that you sell – which is why it’s important to invest in staff training.&nbsp;It doesn’t have to be expensive, says Melbourne customer service expert&nbsp;<a href="https://www.moniquerichardson.com.au/" rel="noopener noreferrer" target="_blank">Monique Richardson</a>,&nbsp;who suggests looking for low-cost options like online tutorial videos. Training should always be completed during paid working hours, she adds, and shorter, sharper sessions are often more valuable.&nbsp;With training in place, you can then set sales targets for staff, says Richardson. They key is to ensure that you clearly communicate what the targets are – and how staff can achieve them.&nbsp;But there’s a balance. Rewarding staff for reaching sales targets can make some staff too pushy on the shop floor, so tread carefully. “You don’t want to create a fear around not reaching those targets,” warns Richardson.

<h3>6. Adopt a morning huddle</h3>Make sure staff are rostered on 15 minutes before the front door opens to allow enough time for a quick “morning huddle”. This is a good opportunity to communicate anything important about the day ahead, from specials to stock shortages or tasks.It can also be a powerful motivator for staff, especially when leaders are transparent about budgets and sales targets – and it’s the perfect opportunity to acknowledge birthdays, employment anniversaries or celebrate team members who have performed well.&nbsp;“People love being made a fuss of, so consider public praise if they’ve made the highest sales for the day, if you have that data available.”Changing the way that you communicate can prove effective, too. “I’ve had success posting basic information in the staff bathrooms, such as tasks for the day,” says Day. “It stops people coming up and asking questions over things we’ve already covered. Over time, you will start to see a visible difference to the productivity of your team.”&nbsp;

Learn how to maximise your store's productivity while keeping employees happy and helpful

Learn how to maximise your store s productivity while keeping employees happy and helpful on Afterpay Access

6 Tips to Boost Your Retail Staff Productivity | Afterpay

How retailers can boost staff productivity 

The health and wellbeing of staff has never been more important

<a href="https://www.kathmandu.com.au/" rel="noopener noreferrer" target="_blank">Kathmandu</a>&nbsp;is a brand that lives and breathes the outdoor ethos. “So it’s been hard to see store teams confined to their houses,” says the general manager of retail stores and operations, Stephen Domancie.Yet even the most committed homebody would have struggled with the restrictions that many Australians have endured over the past few months.&nbsp;In such challenging times, it’s little wonder that calls to mental health organisation Beyond Blue have&nbsp;<a href="https://www.beyondblue.org.au/media/news/news/2020/09/21/supre-foundation-extends-their-support-of-beyond-blue" rel="noopener noreferrer" target="_blank">increased by 40–60 per cent&nbsp;</a>since March.Supporting employees through difficult times isn’t easy for retailers. There’s a lot to consider – from financial support, to wellbeing and mental health – but the rewards for employers, not to mention employees, are significant, both in terms of productivity and loyalty.&nbsp;<a href="https://slack.com/intl/en-au/blog/collaboration/methods-boosting-employee-morale" rel="noopener noreferrer" target="_blank">Numerous studies</a>&nbsp;have shown that a positive culture in the workplace contributes to higher levels of productivity – and, of course, there’s the satisfaction by doing the right thing.At Kathmandu, staff wellbeing is a priority. “Keeping in touch is one of the most important things right now - both from the team at head office but also with each other,” says Domancie. The platform Workplace by Facebook has proved essential in connecting staff as they work from home, he says. “We use Workplace by Facebook to communicate directly to each of our team members and update them with the necessary information, but also to have some fun, sharing sourdough recipes and ideas for activities you can do within 5kms.”&nbsp;He adds that, “the buck stops with all of us in making sure all our teams are safe and healthy. Nothing is more important.”

<h2>Be mindful of extra pressure</h2>&nbsp;Right now, retailers must balance the requirements of the business with employees’ personal circumstances, says mental health speaker&nbsp;<a href="https://www.mitchwallis.com/" rel="noopener noreferrer" target="_blank">Mitch Wallis</a>, who works with brands like KPMG and Microsoft.Wallis, who founded the global mental health social movement&nbsp;<a href="https://heartonmysleeve.org/" rel="noopener noreferrer" target="_blank">Heart On My Sleeve</a>, says that&nbsp;retailers need to ensure they’re fulfilling their obligations as an employer by avoiding putting psychological strain on staff. This means accommodating flexible working hours and being compassionate towards their staff’s personal circumstances.“Employees tell me they would forego the green smoothies and gym memberships and all those ‘nice to have’ perks in their role if they could simply feel like they could bring their real self to work and have supportive relationships with the manager,” he says.

<h2>Put safeguards in place</h2>&nbsp;This is the perfect time to make staff aware of services that support their health and wellbeing – whether that’s publicly available resources, such as&nbsp;<a href="https://www.beyondblue.org.au/" rel="noopener noreferrer" target="_blank">Beyond Blue</a>, or dedicated in-house programs.&nbsp;At Fluent Commerce, an order management platform, staff can now access a confidential counselling program via MyCoach and BeneHub. CEO Graham Jackson says that his 80-plus team members are having difficult conversations with retailers every day, and he wanted to make support available.The 24/7 support service enables employees and immediate family members to access mental health counselling, along with strategies to create better work/life balance, guidance on parenting issues and advice on improving fitness and nutrition.&nbsp;“It’s not expensive to have an external confidential support service in place as an employer, and it can play a huge difference in the lives of your people,” says Jackson, who launched the program this month.

“Employees tell me they would forego the green smoothies and gym memberships and all those ‘nice to have’ perks in their role if they could simply feel like they could bring their real self to work and have supportive relationships with the manager”

<h2>Check in regularly&nbsp;</h2>&nbsp;Clear communication is vital, and Mark Deady of the mental health organisation the&nbsp;<a href="http://www.blackdoginstitute.org.au/" rel="noopener noreferrer" target="_blank">Black Dog Institute</a>, says that the best way to monitor employees’ mental health is to check in regularly. “Make an effort to enquire about how they are going and if anything is causing them stress.”Larger organisations may consider an employee survey, but if possible, managers should talk to their team directly about how they’re coping. “It’s extremely normal to feel ill-equipped to help, but it’s important to know that just starting the conversation can go a long way to helping someone out. Trust your gut when something doesn’t seem right,” says Deady who advises that simply allowing employees to be heard and showing that you care can be helpful.&nbsp;“If [staff have] been feeling really down for more than 2 weeks, encourage them to see a health professional. You could say something like, “It might be useful to link in with someone who can support you. I'm happy to help you to find the right person to talk to.”Deady says that a number of organisations have taken up the HeadGear app, and that if employers are unsure how to provide support, they can contact the Black Dog Institute.

<h2>Keep morale high&nbsp;</h2>Victorian psychologist and author&nbsp;<a href="https://merrynsnare.com/welcome41158138" rel="noopener noreferrer" target="_blank">Merryn Snare</a>&nbsp;says that social connectedness is one of the most important contributors to wellness, and COVID restrictions have made this very difficult. For all the benefits of working from home – from time saved on a commute to PJs all day – the lack of social contact with colleagues is a problem for many people.&nbsp;One way to maintain morale is to initiate a fun, but psychologically beneficial, activity. “So, retailers might set up a daily challenge or game,” says Snare.&nbsp;&nbsp;For some retailers, this might mean a regular virtual social meeting where staff are encouraged to have some fun. Adore Beauty held a group&nbsp;<a href="https://www.linkedin.com/posts/morriskate_workingfromhome-remotemeetings-activity-6650565673162547200-M_5U" rel="noopener noreferrer" target="_blank">macarena dance session</a>&nbsp;at the beginning of COVID-19. Financial advisers in Melbourne&nbsp;<a href="https://www.professionalplanner.com.au/2020/09/cycling-with-clients-the-chris-morcom-story/" rel="noopener noreferrer" target="_blank">have been running</a>&nbsp;online pottery sessions and making pizzas via Zoom while working from home. Other workplaces have been holding virtual pet parades, or holding family lunches, where staff share a virtual lunch and include their children.Simply showing your appreciation can pay off when it comes to morale. Woolworths&nbsp;<a href="https://www.smh.com.au/business/companies/woolworths-rewards-staff-with-over-50-million-in-shares-gift-cards-20200602-p54yo2.html" rel="noopener noreferrer" target="_blank">rewarded staff</a>&nbsp;with $50 million in shares and gift cards for working so hard during the coronavirus panic-buying period. Others have ordered work-from-home ‘self-care’ gift baskets, containing soups or treats, to let staff know they care.&nbsp;It’s also important that, during times of stress, retail staff are empowered to know how to deal with difficult customers. Extra training or providing resources on how to handle challenging scenarios will help maintain staff wellbeing.&nbsp;&nbsp;

Learn how Kathmandu supported their staff during the COVID-19 pandemic, and read tips for helping your own staff through tough times. 

Learn how Kathmandu supported their staff during the COVID 19 pandemic, and read tips for helping your own staff through tough times on Afterpay Access