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7 BEST PRACTICES FOR MANAGING FRONTLINE EMPLOYEES
Discover seven frontline management best practices to keep engagement high and
your team empowered.
What we'll cover
Understanding the first-line manager roleCommon challenges when managing
frontline employees7 best practices when managing frontline employeesExpert tips
from frontline managersManaging frontline employees FAQs
Managing frontline employees is an altogether different task than leading a
desk-based team.
For one, you’re usually working in shift patterns and you might have
insufficient tooling to keep you all connected. This connection gap makes it all
the harder to navigate the “Great attrition” risks and widespread disengagement
that most first-line/frontline managers are faced with.
But we don’t need to linger on the reasons why managing the frontline can be
hard. Let’s focus instead on how to do it more effectively.
Because if we can empower first-line managers to better manage their teams, we
can help reduce attrition, increase engagement, and improve the employee
experience for everyone.
In this guide, we'll discuss your role as a frontline manager, the challenges
faced by frontline teams and their managers, and the best practice approaches
you can adopt when managing frontline employees.
UNDERSTANDING THE FIRST-LINE MANAGER ROLE
Frontline managers play a pivotal role in any deskless organization and account
for roughly 60% of a company’s management ranks. They are responsible for
managing the day-to-day activities of their teams and ensuring that their
organization's frontline remains strong and efficient.
Ultimately, the role of a first-line leader is to enable frontline workers to do
their jobs effectively. This might include setting objectives, delegating tasks,
providing feedback on frontline employee performance, and ultimately driving
organizational success. But it also means giving positive and constructive
feedback: celebrating a job well done and stepping in to rectify when things
aren’t going right.
And yet, first-line managers are often “accidental managers”, too. They might
have been promoted to a managerial role because of their subject matter
expertise and hands-on experience in the business — but they’ve yet to receive
any dedicated management or employee engagement training to prepare them for the
job. A large proportion (around 40% based on recent Harvard Business Review
research) are first-time managers as well, in the very first year of their
leadership journey.
Maybe that’s a description that resonates? And if it is, you’ll also be able to
appreciate how that makes the role more difficult.
FIRST-LINE MANAGERS: OVERWORKED AND UNDER-INVESTED IN?
First-line managers can be the hardest working and most undervalued level of
management — under pressure from all angles and expected to pick up the slack
caused by frontline labor shortages.
When an organization propels someone into a leadership role with insufficient
training and insufficient support, we can hardly be surprised if they struggle
to perform. And many first-line managers do: 60% in fact, over their first two
years.
Flipping that figure around and helping first-line managers to perform is
relatively easy to achieve.
A frontline manager’s potential can be unlocked by:
* Providing them with tools for proper team-wide communication and workforce
management
* Investing in management training (particularly around HR-related topics, such
as redundancies and employee relations)
* Investing in employee engagement training to help manage and improve team
morale
* Alleviating the strain of manual, repetitive tasks to free up their time to
better manage their teams
Doing so is in everyone’s best interests. Frontline employees will receive a
better and more fulfilling workplace experience which helps them deliver a
better quality of service to customers. The impact of this will be felt on the
organization’s bottom line, making frontline manager empowerment a
business-critical mission for the C-Suite and other leaders.
If you’re a first-line manager, it’s good to know your worth.
You are in a unique position within the organization — you’re frontline-facing
and can act as a touchpoint between frontline workers and your desk-based peers.
You can also be the catalyst for better frontline employee engagement and
motivation.
COMMON CHALLENGES WHEN MANAGING FRONTLINE EMPLOYEES
If you’re facing challenges as a first-line manager, know that you’re not
alone.
There are a number of common issues impacting frontline teams, including:
* Poor communication and engagement
* Attrition and turnover
* Labor shortages
* Unstable service levels and disappointed customers
* Lack of useful tooling
* Lack of training for frontline teams
* Lack of training for first-line managers themselves
Attrition, turnover, and the unavoidable staff shortages that follow can
seriously impact the quality of service provided by the frontline workforce.
Frontline teams increasingly struggle to cover more tasks with fewer resources —
and it’s often the first-line manager who is left racing to fill empty shifts,
deliver on tasks, or explain the drop in productivity to other senior
management.
High turnover rates can also have a detrimental effect on frontline team morale,
as new employees come in and existing ones leave at a rapid rate. Open
communication between you and your team — which also means providing
fit-for-purpose employee engagement tools and solutions, and employee engagement
activities — will be key in helping to build trust and loyalty within the
organization.
Finally, frontline managers must effectively advocate for their teams when they
are not getting adequate support from executives and training from the business.
This may involve having difficult conversations with the C-Suite or presenting
frontline engagement data that shows the value of investing in frontline teams.
7 BEST PRACTICES WHEN MANAGING FRONTLINE EMPLOYEES
1. THOROUGH ONBOARDING
It’s important to provide all new team members with a detailed onboarding
program. You want to create a sense of community for them and ensure that they
know any responsibilities and KPI expectations for the role from the get-go.
All frontline employees should receive adequate training for their specific
roles and ensure they understand the requirements of their job. This will be a
compliance must-do in many frontline organizations, of course, but even if the
role is light on health and safety or legal regulations, you’ll want to take the
time to outline the responsibilities clearly.
Onboarding can be a time-consuming process but it's an early driver of employee
engagement, so explore the tools you have available to help lighten the load.
Again, the business case for doing so is easy to sell to decision-makers: the
faster you can onboard new joiners, the sooner they can help move the business
forward (and the less time and focus you’ll lose on your other essential tasks).
2. ACTIVE LISTENING
Listening — and we mean really listening — to your frontline teams is essential
for successful frontline management.
It can be difficult for frontline employees to feel heard, as they are often
more spread out than desk-based colleagues and have less access to resources and
support. As a frontline manager, it is important to ask for, actively listen to,
and then share the concerns of your team.
3. COMMUNICATE ACROSS THE BOARD
Frontline teams have a unique brief when it comes to internal communications,
and there aren’t too many tools that are really fit for purpose.
Having access to a mobile-first frontline employee app can help keep everyone in
the organization connected. As a first-line manager, you can lead by example —
posting and commenting on company updates, messaging frontline employees
directly and within groups, as well as making sure that senior leaders are
seeing what’s being shared.
By prioritizing communication with your frontline employees, you can ensure they
always feel informed, appreciated, and engaged — no matter how infrequently you
see them face to face.
4. SUPPORT AND PASTORAL CARE
Management support is key for each team member to feel valued and to keep morale
high knowing that their supervisor has their back. This can be done through
regular check-ins, providing tailored resources for their development, and
actively listening to — and actioning — their feedback for the business.
Empowering your frontline workforce with the support of intuitive scheduling
solutions and the autonomy to manage their own workloads can also help them feel
valued and give them a sense of responsibility.
Finally, providing instant access to mental health resources will enable
employees to feel safer in the work environment, and more comfortable in
approaching their manager with any issues they may have.
A TikTok video showing a restaurant manager comforting a tearful employee
sparked a big conversation about pastoral care for frontline teams. You will
find an approach that feels comfortable and beneficial for you and the people
you work with every day.
5. PROFESSIONAL DEVELOPMENT
Many frontline workers feel that they do not receive the same access to career
advancement opportunities as their desk-based colleagues. This can leave
frontline staff feeling undervalued and, unsurprisingly, employee motivation
starts to dwindle.
Professional development is key for frontline employees. Frontline managers know
what is expected of them, and what it takes to be successful in the role. If you
see those characteristics in someone else, develop them. This might mean
connecting them with development opportunities, recommending them for promotion
or training, as well as checking that your frontline staff are happy with their
career development via ongoing employee surveys.
By investing in your frontline team’s growth, you can ensure that their skills
are kept up to date, increasing their confidence and improving their job
satisfaction.
6. REWARD HARD WORK AND COMMITMENT
It’s essential to provide frontline employees with tangible rewards for their
hard work and dedication, just as you would your desk-based staff. Not seeing
your deskless employees every day doesn’t equal forgetting about their
contributions to your company — that’s something you may need to remind
desk-based senior leaders.
Rewarding your frontline can be done in a variety of ways: bonus pay, gift
cards, lunch vouchers, or even just a public shoutout across the company. This
helps to show appreciation for their efforts and encourages them to continue
striving for excellence. It also allows you to boost employee morale and create
a positive working environment.
While rewarding great work is important, in the current economic climate,
businesses don't always have the funds to pay frontline workers more. That's why
reward and recognition should always go hand-in-hand.
7. RECOGNIZE TEAM AND INDIVIDUAL ACHIEVEMENTS
Employee recognition, small or large, is crucial for motivating and inspiring
team members.
Showing appreciation is a great way to boost morale and create a positive
working environment. Recognizing employees can come in various forms such as
verbal praise, recognition in meetings, and virtual employee recognition or
Kudos.
If someone has dealt with a difficult customer or situation well, recognize
this. If someone has worked extra hard to ensure quality of service, recognize
this. Acknowledging great work can help empower employees and make them feel
appreciated for their efforts. It’ll also make them more likely to perform that
way again.
To retain a frontline worker and enable them to become a valuable asset to your
organization, you need to ensure their efforts are recognized. By following this
advice, you can show them that their hard work is appreciated and foster an
environment of engagement and success.
EXPERT TIPS FROM FRONTLINE MANAGERS
Healthcare ops expert and former President of Administrative Operations at Elara
Caring, Ian Gordon, has some key insights for us on the topic of engaging with
frontline employees.
Here are just a few of his expert tips for navigating frontline management and
engaging your deskless workforce:
* Create bi-directional communication: Communicating issues is a team effort.
It starts with the CEO and runs the full way through to the frontline.
Everybody has to own it
* Redeploy resources to the frontline: Increasing investments into the skills
and capabilities of your frontline can be a true differentiator in the
marketplace. It is also a good reason for your frontline to feel appreciated
and invested in. Wondering where this extra budget will come from? If you can
help retain employees with training and development, then you won’t need to
spend so much on continuous recruitment
* The right tech: Being a frontline worker, you can’t spend a lot of time
signing in and navigating complex tech. Having hub-based access to
all-inclusive and easy-to-navigate information can really be a benefit to
employees
Keeping frontline employees engaged is a key part of running a successful
business.
Strategies for employee engagement and retention should cover the seven tips
mentioned above. As well as providing accessible resources, frequent rewards and
recognition, and implementing tailored technology solutions, you can foster an
environment of engagement that will help to retain your frontline workers and
enable them to become valuable assets for the organization.
Remember: investing in the growth of your frontline team is essential for
success. With the right tools and support in place, you can create an
environment of engagement in which everyone feels able to thrive.
BLINK. AND YOU’VE GOT A HOTLINE TO THE FRONTLINE.
https://player.vimeo.com/video/723578311?h=c37bdbcb8b
Blink's industry-leading frontline app helps you take three simple steps to
transform your frontline management.
1. Enable: Give your frontline the tools, information, and inspiration they
need to go above and beyond.
2. Engage: Give your frontline instant access to the news, people, and
information they need to feel part of the team.
3. Understand: Use data and insights you need to make the best decisions for
your frontline team.
With our one-stop solution, you can get rid of complex and outdated processes
that are blocking your frontline's satisfaction — and their success. With Blink,
you can finally empower your frontline with the tools they need to succeed.
Get started today
MANAGING FRONTLINE EMPLOYEES FAQS
WHAT MAKES A GOOD FRONTLINE MANAGER?
A good frontline manager is someone who understands the specific needs of their
deskless team and puts them first. They should be able to communicate
effectively, motivate, provide feedback, recognize great work, and create a
culture of safety and respect in the workplace.
HOW CAN MANAGERS MOTIVATE FRONTLINE EMPLOYEES TO PERFORM AT HIGH LEVELS?
Frontline employees need recognition and reward in order to feel motivated and
perform at high levels. Managers should strive to create an environment of
appreciation, where frontline workers know that their efforts are valued and
appreciated, alongside providing the right tools and solutions that make their
job easier.
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Published
Sep 6, 2023
Last updated
Oct 8, 2024
Updated
Oct 8, 2024
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