Seven years ago, I started speaking to business groups about the value of having fun at work. A lot of the time, my main challenge was to simply get them to accept the principle that letting their staff have fun would help their business.
Things have changed. I don't struggle to convince business owners anymore that fun at work is worth the effort. The benefits have been documented. Here are a few of the obvious ones -
A fun workplace retains its good staff
Some industries have such high staff turnover that they refer to it as their 'attrition' rate. One such industry is call centres. A call centre in Sydney introduced a fun program and their staff turnover dropped from 30+% (the industry standard) to 13%. Imagine the savings in staff training! A study at Griffith University in Brisbane found that encouraging good social networks (which is what fun at work does) is as effective in retaining staff as increasing salary. Staff are more enthused, engaged, effective - and efficient.
When people are enjoying themselves they complain less and get into fewer disputes.
Workplace disputes are disruptive, destructive and, generally, expensive. Staff complaining about minor issues are the blight of every manager. A workplace fun program is a proactive way of dealing with these costly irritations. And it is not an acceptable excuse to say "O, that wouldn't work with our industry - the work just isn't fun!" One of the most successful demonstrations of workplace humour is the FISH! series of books and videos (Lundin, Paul & Christensen). It is based on the activities at the Pike Place Fish Markets in Seattle. This is why it is such a powerful example. Fish mongering is not generally considered to be fun! To quote FISH!: "You can't always choose the work that you do, but you can choose your attitude to it."
Fun at work means better customer service
A survey done in 2000 by Marketing Focus in Perth identified the factors that influenced customers' buying decisions. The top two were ambience (24%) - that is how good it felt to do business with the company - and customer service and staff attitude (31%). If staff are having fun with each other, both of these areas are immediately improved. Customers perceive staff attitude three ways -
New Funny Memes Pictures
From the way they are treated
From the way they see other customers treated
From the way staff treat each other
A lot of customer service training focuses on the first one, acknowledges the second and virtually ignores the third. By creating the atmosphere that allows staff to have fun with each other, management can improve all three. Let staff have fun (give them some guidelines if necessary) then let them include the customers in the fun - you transform a boring, forgettable transaction to a fun, memorable experience. They keep coming back - and they bring their friends!
Now, the main question I get from people is "How can I introduce fun into my workplace?" They are intimidated because they think they have to become funnier. Not so. As a manager, all you have to do is create the right atmosphere - let staff know it's okay - and they will generate the humour. Give them some 'safe humour' guidelines if necessary (nothing offensive, hurtful or obscene) and let them go. Their creativity will be released - and you will reap the benefits.
Kevin is an experienced conference speaker, workshop leader, facilitator and MC. He has twenty-five years experience as a corporate trainer and fifteen years experience as a professional speaker.
He runs his own business from Brisbane, Australia, speaking at conferences and seminars across Australia, New Zealand, Asia and in the UK specialising in the areas of sales, customer service, humour in business and communication skills. His clients include some of Australia's largest organisations, politicians, members of the judiciary, Olympic athletes and elite sports people.
He has co-authored nine books on communication skills and humour in business that are used extensively throughout Australia, New Zealand, Asia, the UK and South Africa. He writes regular columns on communication skills, sales & customer service and humour in business for a number of industry magazines. His articles have been printed in major daily newspapers in Australia and Asia.
Kevin is a Certified Speaking Professional (CSP) which is the highest possible level in professional speaking and the only one recognised internationally. He is the Immediate Past National President of the National Speakers Association of Australia.
Things have changed. I don't struggle to convince business owners anymore that fun at work is worth the effort. The benefits have been documented. Here are a few of the obvious ones -
A fun workplace retains its good staff
Some industries have such high staff turnover that they refer to it as their 'attrition' rate. One such industry is call centres. A call centre in Sydney introduced a fun program and their staff turnover dropped from 30+% (the industry standard) to 13%. Imagine the savings in staff training! A study at Griffith University in Brisbane found that encouraging good social networks (which is what fun at work does) is as effective in retaining staff as increasing salary. Staff are more enthused, engaged, effective - and efficient.
When people are enjoying themselves they complain less and get into fewer disputes.
Workplace disputes are disruptive, destructive and, generally, expensive. Staff complaining about minor issues are the blight of every manager. A workplace fun program is a proactive way of dealing with these costly irritations. And it is not an acceptable excuse to say "O, that wouldn't work with our industry - the work just isn't fun!" One of the most successful demonstrations of workplace humour is the FISH! series of books and videos (Lundin, Paul & Christensen). It is based on the activities at the Pike Place Fish Markets in Seattle. This is why it is such a powerful example. Fish mongering is not generally considered to be fun! To quote FISH!: "You can't always choose the work that you do, but you can choose your attitude to it."
Fun at work means better customer service
A survey done in 2000 by Marketing Focus in Perth identified the factors that influenced customers' buying decisions. The top two were ambience (24%) - that is how good it felt to do business with the company - and customer service and staff attitude (31%). If staff are having fun with each other, both of these areas are immediately improved. Customers perceive staff attitude three ways -
New Funny Memes Pictures
From the way they are treated
From the way they see other customers treated
From the way staff treat each other
A lot of customer service training focuses on the first one, acknowledges the second and virtually ignores the third. By creating the atmosphere that allows staff to have fun with each other, management can improve all three. Let staff have fun (give them some guidelines if necessary) then let them include the customers in the fun - you transform a boring, forgettable transaction to a fun, memorable experience. They keep coming back - and they bring their friends!
Now, the main question I get from people is "How can I introduce fun into my workplace?" They are intimidated because they think they have to become funnier. Not so. As a manager, all you have to do is create the right atmosphere - let staff know it's okay - and they will generate the humour. Give them some 'safe humour' guidelines if necessary (nothing offensive, hurtful or obscene) and let them go. Their creativity will be released - and you will reap the benefits.
Kevin is an experienced conference speaker, workshop leader, facilitator and MC. He has twenty-five years experience as a corporate trainer and fifteen years experience as a professional speaker.
He runs his own business from Brisbane, Australia, speaking at conferences and seminars across Australia, New Zealand, Asia and in the UK specialising in the areas of sales, customer service, humour in business and communication skills. His clients include some of Australia's largest organisations, politicians, members of the judiciary, Olympic athletes and elite sports people.
He has co-authored nine books on communication skills and humour in business that are used extensively throughout Australia, New Zealand, Asia, the UK and South Africa. He writes regular columns on communication skills, sales & customer service and humour in business for a number of industry magazines. His articles have been printed in major daily newspapers in Australia and Asia.
Kevin is a Certified Speaking Professional (CSP) which is the highest possible level in professional speaking and the only one recognised internationally. He is the Immediate Past National President of the National Speakers Association of Australia.
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