Guide, Jan 2021

Creating a United Spa Team

January 1, 2021 | by Julie Cass

How communication can cement or divide a team

In today’s environment, communication and how we communicate has become even more crucial for any business. As leaders in the wellness world, this is your time to shine and do what you do best. Show compassion and support your team. Vanessa Van Edwards, the founder of The Science of People, describes communication as “the bridge between people.” And with fear and uncertainty at an all-time high in today’s world, it’s your duty to remind your staff that they’re not alone and create a safe space for them.

Good communication is the difference between a trusted and respected leader with team members who love to work for them and a leader who is struggling with team morale, motivation, and retention.

Teams have become fractured in the past year. As businesses have been forced to close for unknown periods of time, staff still fear job stability and company viability.

This is where communication can help. When there is a lack of interaction and open discussion, there is an increase in assumption. Inaccurate information can get formulated as truth, so you need to ensure your staff feel valued and respected through effective communication.

“Having open, consistent, and compassionate communication with your staff will ensure that they feel valued, appreciated, and in turn, they will love working for you.”

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Good communication can build a positive, confident and resilient team.

In your business, your staff are your most valuable resources. They are the face of your business and who your clientele trust and rely on to provide a wonderful and memorable experience. An unhappy staff member can significantly impact someone’s experience leading the client to share their negative experience with others. This can lead to a negative impact on your business overall.

Having open, consistent, and compassionate communication with your staff will ensure that they feel valued, appreciated, and in turn, they will love working for you.

By regularly checking in with and updating your team, the more your team will feel in the loop and the more they will be loyal to you and your business. Team relationships will be strengthened, and staff will have an increase in their job satisfaction.

Of course, it’s essential to make sure communication is two ways. It’s vital to give your team a forum to be able to express their concerns in a safe manner, so they feel heard and understood. They want to be able to provide honest feedback just as much as receive it from you. They will feel heard, understood, and part of the team.

The 3 C’s to successful communication in today’s world.

Communication is only effective when it is done with consistency, clarity and compassion.

Consistency – Providing regular updates and scheduling regular check-ins with your team will build trust between you and your staff. Inconsistent communication makes a team member feel unimportant and like they are an after-thought. They will become disengaged, and it could affect their mental health. It’s crucial to prioritize your time for your team and respond to their concerns as quickly as you can.

Clarity – Be as transparent and honest as you can. Let your team know what is in your control and what is not. By giving them as much information as you can, you’re empowering them with knowledge and an understanding of your role, how they can support you, and each other. It will increase their confidence in their job and in their communication with clientele.

Compassion – How you communicate, and the language you use is just as important as the information you’re sharing. Be mindful of your tone and show compassion. Not just for your employees but for your clientele and yourself. Leading by example will also encourage your team to be compassionate towards you, themselves, and their clients. AND REMEMBER, listening is crucial to effective communication. If you don’t listen to your team, they won’t feel heard and recognized.

Easy and effective communication strategies you can implement today.

Schedule regular team meetings (on zoom or in-person with proper social distancing), where you can:

• Start a gratitude circle to share good vibes and inspire each other.

• Have everyone share a wellness tip that they do to protect their mental energy.
Set a reminder for yourself to send regular team updates by email, which could include:

• Celebrating big or small wins for the business, the team or an individual staff member. It is time to praise little victories, no matter how small they might seem, to shift the energy and boost positivity.

• Your commitment and dedication to them and the spa. Remind them how important they are to you and your business and how much you love your business.

• Update the team on any news or changes. And remember to be honest about the things you do not have answers to. Don’t shy away from what you don’t know. It is more important for your team to understand your intentions versus pretending to know everything. The most powerful sentence you can use is “I’m not sure, but I’ll find out”. This will earn respect from your team members and encourage them to do the same.
Things to avoid in your communication:

• Fear of the unknown. Fear breeds fear and your team look to you for leadership.

• Drama with world events. There’s already enough noise about the news outside of work, so give your team a chance to feel safe.

• Hostile and harsh language. Nothing kills confidence in a leader than one who gossips, blames others, or is continuously pessimistic.

Fun ideas to make communication more engaging:

• We have transitioned to a more digital world, so look for ways that you can do more in-person communication when possible.

• Create a Facebook group for your spa or group Whats App where you can share inspiring videos, quotes, or give quick updates that they need to know about.

• Communicate housekeeping and general updates mixed in with some more fun stuff like a funny video or inspirational quote.

• Find ways to show your team you care.

Community has become so much more critical now. The hardest part for a lot of employees is when they feel isolated and alone. Make sure they know and feel part of a team and that they are appreciated and valued. By using effective communication, you’re building a stronger, kinder, and more unified team.

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