Many organizations are figuring out how to work remotely and manage remote employees. Some are better prepared than others. Moreover, some operational processes are better suited for remote work than others. For those fortunate enough to keep working remotely during the lockdown, there is a bigger question. How do you manage remote employees effectively?

Fortunately, you can follow the best practices to manage your remote employees. I know these practices well — what works and what does not work.

Use the Best Practices

Here are some of the best practices.  

Understand Your Remote Employees' Challenges

Managing remote employees is a challenging task under normal circumstances. However, COVID-19 has presented a new set of challenges. It is even more challenging when team members have limited experience or training. Routine supervision and easy access to the usual tools and information are missing. So, both managers and employees struggle with this lack of face-to-face interaction.

Today, there are more distractions at home — from spouses, children, and pets. These challenges are stressful and challenging to avoid. Many employees miss the social interaction they get in the workplace. Workers are isolated from their managers and coworkers. They lose a sense of belonging to an organization and lose motivation.

The dramatic shift toward remote work has strained IT infrastructure and increased Internet traffic. Additionally, technology issues to connecting and interacting are virtually inevitable under current conditions.  Moreover, the ability to manage and work effectively remotely depends on the right technologies, high-speed Internet, and reliable systems.

So, first, understand the unique context of COVID-19. Then take the right steps to work through these challenges, and you will be able to manage your remote employees more effectively.

Empathy and Understanding

COVID-19 reminds us that there is a lot more to life than work. Show your employees that you understand this reality. Empathize with the challenges they may be facing,

• talk about their life and their family
• ask them how they are doing with remote work
• discuss the everyday difficulties you may share with them
• listen to their concerns or anxieties
• remind them that you are there to support them

Then show that support by encouraging them, instilling confidence, and helping your remote employees address any issues that interfere with their work. Give them the tools to make their remote work as useful as possible.

Remote employees often look to their managers for cues about how to react to sudden changes or crises. Effective leaders acknowledge the anxiety and stress that remote employees may be feeling. These leaders use a combination of empathy, transparency, and an aspiration to recover in all their communications.

Set Clear Expectations

Some of your team may have worked remotely before. However, for many, this is the first experience. Also, everyone is handling other regular obligations at home. With schools closed, many will also be dealing with the challenges of having children at home.

You need to set clear expectations for your remote workers, including:

• what work they should be doing
• how they should work
• when it needs to be completed
• the performance and productivity you expect
• their availability (and downtime)
• how you will assess their performance

Setting out clear expectations upfront helps remote employees adapt to their new work reality. Moreover, consider the different challenges an individual may have. Not all team members have the same circumstance at home. They may not be prepared, adaptable, and able to make a seamless transition to a new work model.

Trust Your Remote Employees

Most organizations are uncomfortable with the idea of remote work because they think that productivity will suffer. They fear that work will not get done. However, when the right policies and procedures are in place, and their job is a good fit for remote work — remote employees are more productive than on-site workers.

As a manager,

• trust your team
• focus on what is being done
• focus on your business goals

So, set your expectations and give remote employees the tools and resources to achieve your goals. Your job is to help them succeed, despite the challenges of working remotely. Then focus on the result and its value, not on exactly how and when everything gets done.

Use Multiple Communication Methods

Email will be the primary tool for remote work. However, managers must use multiple communication methods for collaboration, teamwork, and one-on-one meetings. Video is a critical tool to help this where possible. So, reduce the number of emails you send and increase your video discussions. Video is the closest thing to actual face-to-face meetings and interactions. We do not need more isolation currently.

Other excellent communication tools include instant messaging, texting, and cloud-based collaboration portals. However, focus on using the best one for the task at hand. While a collaboration platform facilitates the sharing of files, project schedules, and project-specific communications, you need video to read between the lines to keep everyone on the same page.

Set some ground rules for which communication methods you will for each task or need. Use:

• an instant messaging or text for urgent requests (pick one)
• email for all routine written communications
• a cloud platform for secure file sharing
• video conferencing for all meetings and regular check-ins

Find the best options and ensure a proper level of security before you begin. I recently shared the insight on How to Master Remote Meetings And Build Team Spirit.

Understand the Effectiveness of Video

Video supplies visual and facial cues that help everyone communicate and understand each other more effectively.

“Visual cues allow for increased ‘mutual knowledge’ about coworkers and help reduce the sense of isolation among teams. Video is also particularly useful for complex or sensitive conversations, as it feels more personal than written or audio-only communication.” — Harvard Business Review

Video is a fun way to share experiences and the challenges of working from home. Set aside some time at the end of a team call for team members to show off their workspaces, pets, or have their children say hello to coworkers.

Engage and Check-in Regularly With Remote Employees

Establish a daily or weekly call routine. These interactions will:

• provide as much access to you as possible
• help you keep work on track
• allow you to supply coaching and support
• answer questions and concerns
• become a reliable source of communication to engage and motivate employees

Use multiple channels and technologies to communicate. However, it is best to schedule regular one-on-one video sessions and team video conferences. This engagement needs to be consistent and predictable.

Use Technology for Team Building and Community

Keep up with the same team-building you usually do. Do your best to create a sense of community as you would in your physical workplace. There are many ways to be inclusive and have some fun. Activities might include:

•  establishing the virtual “water coolers” where team members share their experiences
• recognizing individual achievements
• celebrating an employee’s birthday
• acknowledging organization milestones
• creating virtual spaces where employees share positive news, useful tips, or have fun
• setting up a spot where team members share images of their pets, children, or the wildlife outside their homes

It is especially important right now as we all can use the occasional break from work and reality. Building a sense of belonging and community offers relief. Moreover, it goes a long way toward keeping everyone productive, positive, and motivated.

Concluding Thoughts

To help your remote employees tackle essential projects, help them use the best practices of remote work. Show your employees that you understand today’s reality. It is not business as usual. Empathize with the challenges they may be facing. However, set clear expectations and communicate via video often.

Plot the best strategies to keep and grow your business during and after the pandemic. Keep in mind that many of your clients will also be working remotely. So, it is an opportunity to learn, grow and adjust to the new normal.