Don't be a jerk to your barista — and other thoughts on frontline work | Adriann Negreros
Jan 5, 2024
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Adriann Negreros, a change management expert, champions the dignity of frontline workers and their potential for career growth. He shares his vision of a 'handbook of humanity'—a set of empathy-driven practices to enhance workplace conditions. Discussing the critical need for CEOs to engage with their employees, he highlights how small adjustments can alleviate workplace stress. Negreros passionately argues for respect in customer interactions, advocating that everyone can contribute to a healthier work environment.
CEOs should spend time working on the frontline to gain firsthand experience and understand the challenges faced by frontline workers.
Customers should show respect and empathy towards frontline workers by adhering to a set of rules outlined in the 'handbook of humanity', fostering positive interactions.
Deep dives
Importance of Understanding Frontline Jobs
Frontline jobs, held by around 3 billion workers worldwide, often face incivility and low job satisfaction. To improve these jobs, CEOs should spend significant time working on the frontline themselves, gaining firsthand experience and understanding the challenges. Additionally, addressing pay inequity, providing shift flexibility, and making small changes like giving buffer time or ending shifts on time can significantly enhance job satisfaction and reduce turnover.
Treating Frontline Workers with Respect
Workers in frontline jobs often receive customer service guidelines to follow, but it is equally important for customers to treat them with respect and empathy. Rather than getting angry with frontline workers, customers should reflect on the larger decisions and experiences that may have contributed to any breakdowns. Adhering to a basic set of rules outlined in the 'handbook of humanity,' such as not being a jerk and showing understanding in difficult situations, can foster positive interactions.
Acknowledging the Value of Frontline Workers
Frontline workers, who show up every day and provide essential services, deserve recognition and appreciation. Basic human decency, comfortable working conditions, and a living wage should be the norm for frontline workers, without them having to ask for it. CEOs and customers alike should strive to do better and create a more supportive and respectful environment for frontline workers.
All jobs, especially those held by frontline workers, should have dignity and the ability to turn into great careers, says change management expert Adriann Negreros. From shift flexibility to ending work on time, he outlines what he calls the "handbook of humanity" — people-centered ideas for change, rooted in empathy — that, when implemented, can redefine the nature of frontline work.