Return on Human instead of Return on Investment? And what exactly is Return on Human? How can you even quantify someone's worth? What exactly does an individual contribute to a company? In practice, HR managers increasingly find themselves having to explain, and sometimes even defend, that employees are essential for a company's success. But how do you go about that?
Speaking is Cynthia van Tilborg, HR Director at internationally operating software company Mendix. She is a certified PCM trainer and coach and uses the tools of Process Communication Model daily in her leadership and collaboration. “There has been a movement where many companies started outsourcing. Purely with the aim of reducing costs by being as efficient as possible. For example, people from Asian countries are employed because they are cheaper labor. And in addition, there is, of course, extensive automation, meaning digital workers are suddenly also part of the team. But people, especially now, are very much needed, and in turn, they want personal attention. The Process Communication Model®, or PCM for short, fits perfectly with this.
From talking to listening
“PCM offers many insights into others and yourself, and into how we connect. For me, it means that listening is more important than talking. For instance, when an employee has a problem, there might be more behind it than you initially think. If the manager involved in that relationship misses the personal connection or fails to ask probing questions, the conversation and the connection remain superficial. You can imagine the impact this has on solving the problem, or more accurately, on failing to solve it.
Companies that understand that you can only achieve truly sustainable success by consistently prioritizing personal connection are focused on 'Return on Human'," says Cynthia. "They realize that the valuable relationships you build with colleagues ultimately pay off immensely, because it helps colleagues feel better and perform better. Prospects and customers immediately sense this, making them more inclined to stay connected with your company."
