Practical ways to strengthen employee engagement in a virtual environment

Your firm has not only worked hard for clients, but you have also worked to provide for your employees during the pandemic. You helped them successfully transition to work from home, provided the necessary technology to operate remotely and found new ways to check in, manage and support them from a distance. Now is the time to build on that foundation as you look to engage them during the upcoming busy season. Your team and your clients are counting on you.

Let’s explore eight best practices to engage and motivate your virtual employees. 

1.   Lead with empathy and support

As you enter the busy season, continue the goodwill and trust that you have built with your team by being empathic and understanding. While work objectives are often closely aligned, be mindful that each person has different personal responsibilities. In addition to firm obligations, some must care for children, elderly parents, and pets, yet others live alone and may long for human interaction during the pandemic. Learn about every member of your team. Understand their situation. Ask them what is important and how you can best support them during the upcoming season. Focus your efforts on actions that will be personally meaningful to them.    

2.   Set clear expectations

When operating in a virtual space, it is essential for everyone to know what is expected of them. Work with individuals to set clear busy season goals and expectations. Zero in on their interests and the job to be done. Help them understand how their work impacts colleagues and clients. Regularly discuss these goals and expectations during check-in meetings. Talk about the progress that each person is making toward them. Ask where they could use your assistance.  

3.   Be flexible

With clear goals and expectations in place, afford team members the flexibility that they desire to do the work that you have outlined. While some individuals are most productive prior to normal work hours, others are responsible for getting children ready for online school during that same time and work best after hours. Technology that your firm has utilized during the pandemic allows for such flexibility. Does your firm encourage its employees to work when it best fits their schedule or do you have a set schedule? If you do not have flex hours to enable this preferred way of working, now is a good time to establish them.

4.   Start or end the week with a team check-in

Create camaraderie and positive momentum with regular check-ins. Not lengthy or super formal ones, rather upbeat team huddles to kick off or wrap up the week on a high note. Talk about priorities. Highlight accomplishments. Provide firm news too. Encourage individuals to share personal stories and standout moments. Take the pulse of the group with questions such as “how are you doing today?” or “where do you need extra support and encouragement?” Use the time together to propel your team forward.  

5.   Focus on self-care

One of the many lessons learned over the past few months is the growing need to focus on mental health in the workplace. Our mental health is being stretched to its limits due to additional stressors caused by the pandemic. Many are experiencing extreme loneliness and isolation. Those with existing mental health issues are struggling more than normal. Bring the conversation into your regular dialogue. Encourage your team to take care of themselves so they can be at their best to serve others. Talk about the mental health benefits that your firm provides, from employee assistance programs (EAPs) to relaxation apps like Calm and Headspace. Help people understand what they can do if they need assistance. Remind them that there is nothing to be embarrassed about if they need help. When you incorporate mental health into your firm’s conversation, you can help create a safe space where employees can start to feel comfortable talking about their wellbeing. For more insight on how to begin in your firm, checkout the recent Feature Focus article, Ushering mental health into the workplace.  

6.   Build a virtual office watercooler

For decades, practitioners have gathered around office watercoolers to catch up with colleagues. Casual conversations that run the gambit from professional to personal topics. If you and your team are missing these chats, why not create a virtual watercooler so they can continue in your firm? Establish an ‘Around the Watercooler’ team on the Microsoft Teams platform that team members can opt to engage in random conversations throughout the day when they need a break. Add an optional standing ‘Watercooler Conversation’ on Zoom during the week to encourage this type of interaction. If your firm uses Slack, check out the WaterCooler app where bots organize random conversations among team members. Ask your employees what platform is best for them.   

7.   Make a virtual remix of the firm’s favorite tax season activities  

Bring back the friendly atmosphere from the fun activities that you held during past busy seasons with new virtual versions. Incorporate ‘crazy hat day’ or ‘wear your favorite sports team attire’ to virtual check-ins. Ask individuals to share interesting backstories about what they are wearing, then vote on the best. Host monthly lunch celebrations to recognize your team’s accomplishments. To add to the excitement, provide a meal delivered from a restaurant client. How about a bracket selection party for the start of March Madness or a St. Patty’s Day bash? The possibilities are endless.

8.   Reward good efforts

People want to know that they are appreciated, especially when they work additional hours to help the firm achieve its goals. When your employees no longer feel valued, they will start to look elsewhere. Make it a priority to acknowledge your team members for their hard work. Share success stories in firm meetings. Pick up the phone, initiate a quick zoom call, send an email or write a personal note to say thank you. Tell them how much their dedication means to you and the firm. Send them a coupon for an extra afternoon of PTO or a gift card to their favorite restaurant or store. Do all you can to make your staff feel appreciated and valued. A little recognition can make the difference between an engaged employee and one that has a foot out the door.

Also, make sure you explore the new PCPS Distributed by Design tools. These resources are a collaborative effort between PCPS, CPA.com and innovation expert, Pascal Finette of be radical.  The tools equip firms with the knowledge and resources to conduct proper planning and decision making to ensure remote work, works. The tools include a mix of thought leadership, learning sessions and planning exercises to help guide firms through a framework and associated toolkit to identify the challenges and opportunities of remote work - from how it affects business models, to new day-to-day practicalities and mind-shifts needed in firm culture.

There are many things that your firm can do to engage and motivate your team in a virtual environment. All it takes is a bit of focus, planning, communication and support. Good news! There is still time before busy season begins to put your plans in place. Your team and your clients are counting on you.