By Cindy Martin, CHRP

We are increasingly working in an environment where our team members may work off-site, often in different time zones. In these reporting relationships, effective communication becomes a non-negotiable driver of success. I’ve kept a few key things in mind to ensure my off-site reports feel valued and engaged.

1. Use the time difference to your advantage.
There’s a unique opportunity to capitalize on Canada’s vast time zones. By sending a time sensitive request at end of business in Vancouver, the team in Toronto is able to work on it in the morning. The completed request is typically in my in-box upon my arrival in the office the next day.

2. The power of a phone call can never be underestimated.
The relationship between direct report (DR) and supervisor is built through regular and on-going ear-to-ear communication. The direct report is a critical part of the team. Building the relationship through phone conversations, where you are asking questions about work, but also personally, makes a big difference. This is where you establish the strong bond. This bond is critical during times of stress, as your DR will likely choose to go the extra mile or not, based primarily on their level of engagement with the overall team and their level of respect and connection with you as the supervisor.

3. Forgetting about cultural nuances can erode credibility.
Each area of Canada has its own cultural nuances. The most obvious would be the difference in statutory holidays across the country. I found that simply adding these dates to my outlook calendar by way of reminder, made a huge difference. Aside from the obvious, there are truly cultural nuances. In Metro Vancouver, Chinese New Year has become a widely celebrated event. Many employees may ask for time off or there may be an opportunity to celebrate as a group with special food, etc. In Greater Toronto, we want to be aware of the timing of Ramadan, which is widely observed by many employees; it’s not a good time to schedule a team lunch until Ramadan is over. Understanding and respecting these nuances goes a long way to ensuring you keep on the relevant and current with the off-site team.

4. The power of our technology cannot replace an actual face-to-face meeting.
As much as we have the ability to connect via e-mail, phone, video conference and Skype; nothing can replace the live face-to-face visit with your direct report. I recommend the supervisor make a personal visit to the DR’s location or have the DR come visit the supervisor at their location no less than annually. The ability to observe the DR in action in their place of work is critical to ensuring the supervisor fully understands some of the daily challenges faced by the DR. A picture truly speaks a thousand words.
Ultimately, keeping the lines of communication open with your off-site reports is one key to keeping an engaged and top performing team.

With over 20 years of generalist experience, Cindy Martin, CHRP has focused her career in the Canadian retail and distribution sectors. Cindy approaches her work with dedication, a “roll up your sleeves” accountability, humour and honesty. She believes that great teams form the backbone of great organizations. Cindy is currently the Director of Human Resources at the Peak Group of Companies, www.peakproducts.com; www.peakinstallations.com.