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Banking Your Emotional Capital

We have all heard the line "people are our greatest asset" but then what isone of the first costs which get cut? You've got it -people. I know that peopleare the greatest asset and the reason I know this is because we helporganisations bank that asset, as emotional capital, here's how.

So many organisations have measures in place which catch people doing it wrong. The problem with this is that if the measures are about things which you have already done then people are constantly looking over their shoulder. People who are looking backwards do not excel in service. The first rule when aiming to bank emotional capital is: have positive, forward looking measures, even if you have to turn negative ones inside out to do it, keep them positive.

The more withdrawals you make on your emotional capital the more space you will have to accumulate more. The reason this is vital is that you have to share your positive emotional capital around to have it be a part of who you are as an organisation. This is not about being flash, its about acknowledging what you are doing right.

Emotional capital is there waiting to be collected, if you haven't found it you are looking in the wrong place. Crucial to measuring and therefore banking emotional capital is knowing which measurements are important and which are taking you in the wrong direction. The best way to do this is to understand what your core purpose is as an organisation, then look for audit measures and any customer feedback which goes in this direction. Use these, and put the rest in a dark drawer. For example if your organisation is there to provide essential services to residents, don't spend too much of your time filling in boxes for Government Departments, get out there and deliver services.

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    Major outsource provider

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    Global airline services business

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    Global consulting business

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    Global customer management and strategic consultancy

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    Rydon Group CEO

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    Construction Business

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    Airline handling business

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  • "Research and consultation is used throughout the authority to deliver an excellent service. The Halo Works have helped to make this happen, especially with the professional management of our Citizens' Panel"

    Chichester District Council

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    Strategy & Communications Manager- Rushmoor Borough Council

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    Rushmoor Borough Council

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    Rydon Group - Director of Strategy, Marketing and Communications