your
WINTER 2012
Global
work-life
supporting the
workforce of
the future
Aligning
Your Company
for the Next
Generation
Q AND A
Managing
Three Decades
of Success
Dear friends,
On February 5th, Workplace Options celebrated an important
milestone—our 30th year in business. In these 30 years, we have
grown from a small, work-life consultancy and training company
to a worldwide employee support services organization providing
services to more than 32.5 million employees, in 25,200 organizations, across 170 countries. We are proud of the organization we
have built and the success we have achieved, and so very grateful
for your faith in us and for your business. We thank you.
Welcome to our newly designed Your Options newsletter. Our
e-zine format is easier to read and navigate and can be viewed on
any device. You will find interesting and useful information about
our industry in each issue, as well as news about our organization.
Our guest contributors, Dr. Brad Harrington and Ms. Danielle
Hartmann of the Boston College Center for Work & Family, coauthored an insightful piece on the challenges of managing an
ever-increasing global workforce. They are also presenting the first
of our Global Thought Leadership webinars to be held in the coming
weeks. Watch for your invitation to join this important event.
We recommend that you read our other features on utilizing
the talents of younger workers, a Q and A overview of our
history and growth, an introduction to an employee you may not
know, and information about our training programs. Look for an
announcement about the opening of our newest service center.
We wish you all a successful 2012. Please let us know what you
think of the new Your Options or any thoughts you have about our
services and products. We are always happy to hear from you.
PUT YOUR FINGER ON THE News
Global Aligning Q AND A
work-life
supporting the
GLOBAL SPOTLIGHT
Your Company
Managing Three
LEARNING SOLUTIONS,
A LOOK AT WPO
for the Next
Decades of
on-site and online
PEOPLE AND THEIR
Generation
Success
FOR Maximum
BACKGROUND
workforce of
Productivity
the future
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YOUR OPTIONS | Winter 2012
Global work-life
supporting the workforce of the future
Globalization has been a dramatic business trend for the
last 20 years. Aided by the explosive expansion of lowcost technologies, today’s business is being conducted
around the globe every hour of the day and every day
of the year. While the potential of globalization for
organizations is tremendous, the complexities of working
in this global environment can be daunting.
The way that globalization impacts workforce management falls into two related, but distinct categories. Both
need special attention for an organization to effectively
execute a worldwide business strategy.
Prof. Brad Harrington
Executive Director,
Boston College
Center for Work
& Family
Danielle HartmanN
Director of Corporate Partnerships,
Boston College Center
for Work & Family
First, it is important for global teams to work together effectively,
in a manner that can be implemented across large distances and in
different time zones, in order to get the work done. Team members, who
often have different primary languages and various cultural views of hierarchies and trust, must communicate with one another while working together
virtually. The additional complexities of time, space, and communication can
raise the issues of teamwork and coordination to new levels. To meet these
acute challenges, globally dispersed teams rely heavily on the use of technology
to communicate both within their teams and with other members of the
organization.
Second, it is critical to recognize that there are significant and unique cultural
and legal environments in which members of global work teams operate. Global
employers must recognize that employees in each country have differing views
of the employer-employee relationship; what role men and women play within
a workplace; how the integration (or segmentation) of family and work
should be maintained; and the political, economic, and legal climate that
impacts the work and family life of each employee. Leading organizations
recognize that human resource policy can be guided by global strategy, yet
it must remain sensitive to the unique culture (and often laws) that impact
employee engagement, productivity, and workplace policies so that talent
attraction, retention, and development can be maximized.
YOUR OPTIONS | Winter 2012
In the 24/7/365 global workforce environment, the work-life dynamic
is at the crux of human resources practice. Managers’ understanding
of these cultural differences will help them successfully manage this
intersection between getting the work done and respecting the personal
lives of their employees. Training managers on issues, such as cultural
dexterity or how to embrace a global-workforce mindset, will ensure a
more effective workplace where employees will be able to reach their full
potential while maximizing their contributions to the employer.
Through our research and corporate partnerships at the Boston College
Center for Work & Family, we have come to recognize that there are some
global work-life issues and also specific country differences in work-life
practices. Globally, employees have an increasing demand for flexibility
in their work schedules, struggle to find quality and reliable care for their
children and their elderly family members, and are burdened with heavy
workloads that often require them to do more with less. But how these
issues are addressed varies greatly by country and culture.
At times, globalization creates the impression that the world is getting
smaller. Yet, a closer examination of the work-life practices from country
to country unveils the complex layers and important differences that
must be incorporated into an effective global human resource management strategy.
Harrington, B. (2012, February)
Boston College, Center for
Work & Family
Hartmann, D. (2012, February)
Boston College, Center for
Work & Family
Learn more
Global work-life
CONTINUED
Center for
Work & Family
at Boston College
Global
Workforce
Roundtable
YOUR OPTIONS | Winter 2012
Your Company
for the Next
Generation
Our industry demands an eye on the future. Understanding
the needs, wants, and demands of the next generation is
always important, because attracting the best up-andcoming talent is a necessity. But no other ‘next generation’
has ever generated as much buzz and debate as this
one – the Millennials, today’s 20-somethings.
This generation is the most polarizing topic of
discussion among the professional HR community right now. People are constantly asking the
questions:
Are they THAT different from previous generations?
Do they REALLY get what we are trying to do?
Is their technological comfort a good thing, or a distraction?
Most of the interactions and discussions we’ve
had with clients around the Millennials topic
are focused on engaging and helping young
employees succeed within an organization.
These conversations usually focus on acclimating
Millennials to a company’s current system—but
the best way to approach these generational
considerations may be to think about this
differently.
Growing Importance
Millennials are becoming more important to
employers—no debate necessary. More are joining
the workforce each day and those starting in
entry-level positions are growing into greater
responsibilities.
This generation grew up with more technology,
more choice, and more freedoms than any
other generation before them. And regardless
of what someone’s opinion of their work ethic
or inherent motivation as a group may be,
it is important to remember this one point:
Millennials are the future leaders of the business
community, and they will change the norms.
Millennials
are the future
leaders of
the business
community,
and they will
change the
norms.
YOUR OPTIONS | Winter 2012
CONTINUED
Shifting Dynamics
Instead of trying to figure out how Millennials can be groomed
to fit the current mold, employers need to start thinking
about how their organizations can change to incorporate what
Millennials are bringing to the workforce.
There is a lot of data circulating about this generation. Much of
it is interesting, but a few points, like these, tell the real story:
of working Millennials say workplace
training would be more valuable if it
were available on mobile technology.
of Millennials would accept a lower-paying
job with more flexibility towards social media
access, remote work, and technology choice
than a higher-paying job with less flexibility.
Every ‘next generation’ has an impact on how offices are run
and how business is done ­—and this generation will have theirs.
They grew up with more technology and are more comfortable
with online communication, but those are superficial footnotes
that can be embraced to improve your business rather than
just being noticed.
Workplace norms change with each generation. In 20 years,
Millennials will be the ones with gray hair asking questions about
why the youngsters born in the 2010s just don’t seem to ‘get it’
like they did.
These generational conversations are cyclical, but aligning your business with the
needs of the next generation must be a priority. Attracting the best talent to lead
your organization into the future is a challenge, and adapting your organization
to the needs, wants, and demands of this next crop of young talent is essential.
YOUR OPTIONS | Winter 2012
What’s the secret? Why have
you survived and prospered
where others haven’t been
able to do the same?
Dean Debnam: It’s pretty simple.
If you want to boil it down to one
thing, it’s our approach. We provide
true value. That’s something that
seems intuitive, but it sets us apart
and makes us unique.
2012 marks Workplace Options’ 30th anniversary.
Since 1982, when Workplace Options was founded,
the employee effectiveness and employee assistance
industries have undergone an incredible transformation—as has the company itself. Over the past three
decades, what started as a small employee benefits
consultancy has evolved into the world’s largest
work-life service provider.
The following is a short excerpt from a joint interview
with Dean Debnam, CEO, and Alan King, President, on
the evolution of both the company and the industry
over the past three decades.
Thirty years is a long time. What are the biggest
challenges you’ve seen within the employee
assistance industry since 1982?
Dean Debnam: Thinking about the industry as a
whole, the biggest challenge over time has been
consolidation. Most of the companies we’ve competed
against since the 1980s have come and gone. Many
are being absorbed by larger corporations, which is
a trend that has gained a lot of momentum in the past
few years. We are one of the last independents that has
the size to deliver what our clients want and the flexibility to provide it the way that they want it, which puts
us in a great, unique position to give our clients exactly
what they want, exactly the way they need to have it.
Alan King: The reason is because,
as a company, we’ve learned to listen.
A lot of companies in this industry
tell their clients what they should
want based on what other companies
are experiencing. We don’t do that.
We listen to what our partners have
to say, and we deliver products and
services that fit their situation.
Talk about the evolution of the
company over the past 30 years.
How is Workplace Options today
different from what it was
several years back?
Dean Debnam: We started out as
a work-life company. We got on the
map by providing employee support
services in a fairly traditional way.
We then morphed into an employee
assistance company, working with
EAPs to integrate our services into
their offerings in a way that benefits
their customers. Now, we’re
evolving again.
Alan King: We’re an employee
effectiveness company today. Everything we do is aimed at creating more
effective employees and more effective workplaces, regardless of how
people access any of our services.
That’s where we are and where the
entire industry is headed.
YOUR OPTIONS | Winter 2012
Obviously the company has changed substantially since 1982.
What are some of the key milestones that have helped you
grow Workplace Options into what it is today?
Dean Debnam: 1998 was really a benchmark year. At that time, we were
successful as more of a consultant to our clients. That year, we moved away
from consultancy and started to provide more services instead of advising.
Looking back, that was probably the biggest decision that’s allowed
Workplace Options to continue to grow and evolve.
Alan King: 2002 was another big one. That year we rolled out the partnership
integration model. That was really a big step for us and for the industry.
We started providing EAPs with a work-life product that could truly integrate
with their overall service versus just being an add-on that was nice for clients
to have. That opened the door to a great expansion in the types of products we
could offer and the depth of service we were able to deliver.
Dean Debnam: In terms of growth, the acquisition of Work-Life Benefits in
2005 made us the predominant work-life company in the United States. We really
entered the international market in 2006 when we acquired Employee Advisory
Resource in London and further cemented that international presence with the
deal for EAP Services in Ireland in 2007.
Alan King: Two other big steps were the opening of the Toronto office in
2010 and now the Singapore office just this year. We’re expanding across the
globe, but the core commitment that defines the way we do business has stayed
the absolute same.
same.
What do you think the future looks like, for Workplace Options
and for the industry as a whole?
Alan King: Technology will define the next steps for the industry. Not only in
terms of how we provide services, but also in terms of cost to our clients and
accessibility for their employees. Success in the next few years will not just be
about using technology or the Web to gain or give access to information. The
key is leveraging technology to solve a problem or enhance user experience.
The same way that telephones completely changed the delivery of EAP services
ages ago, online communications are shaping the industry right now. Being able
to offer real-time solutions to assist people in need is the next step. And we’re
already moving in that direction.
Where is demand at today? How does usage of your services compare
today to what you’ve seen in the past?
Dean Debnam: Global demand for employee effectiveness services has never
been higher. There has been an incredible increase in companies adding in
global services that have never had them before. From a user standpoint, we’ve
never seen higher usage rates of many of the services that we offer right now.
Part of that is a reflection of the global economic environment, but part is a
shift in how people live their lives. The world is different today than it was when
Workplace Options was born. Employers want to provide these services today
because their employees need them. These past 30 years have been a great
journey, but without question, the best is yet to come.
YOUR OPTIONS | Winter 2012
Workplace
Options’
GLOBAL
Learning
Solutions
Training staff on-site
and online minimizes the
productivity loss and
expense associated
with off-site training of
individuals. It is a proven
way to increase skills,
commitment, and
productivity. Global
Learning Solutions is
everything you expect from
Workplace Options (WPO)
—cost-effective, relevant,
customizable, professional,
and available worldwide.
WPO offers a consultative
service that allows your
clients to easily create
a customized training
plan and meet the
development goals
they’ve set for their
employees wherever
they may be.
In-person training 70%
Online training
30%
Basic Facts
•Highly qualified development staff: WPO employs a team of highly
trained, experienced training and instructional design professionals
so that you don’t have to! Degrees and certifications on this team
include: Master of Adult Education, Master of Business Administration, Professional in Human Resources certification, Instructional
Design Specialist, and ISD Senior Training Consultant. WPO develops
and owns its curriculum so that we can provide the highest quality
and customizable training solutions to you.
•Qualified, credentialed, and matched facilitators: Global Learning
Solutions has a network of 2,500 credentialed facilitators available to deliver training in all major worldwide. Facilitators are
matched by their experience with the curriculum they will deliver
and to your clients’ corporate culture.
•Over 200 course titles and opportunities to customize or even
develop new courses: WPO’s off-the-shelf course titles cover a
wide range of topics. Don’t see exactly what you need? Our instructional design team can partner with you to tweak an existing course
or create an entirely new curriculum. Common customizations
include adding industry- or company-specific information, matching
the look and feel of course materials to corporate branding, and
adapting the curriculum for length.
YOUR OPTIONS | Winter 2012
Workplace
Options’
GLOBAL
Learning
Solutions
CONTINUED
Basic Facts
•Available everywhere: Global Learning Solutions has facilitators
in all major markets worldwide. We deliver 70% of our training in
person and 30% online. Offering multiple access routes is a great
way to provide training equity across locations—and online trainings
can be recorded for ongoing viewing by staff. Or, for a more interactive
online experience, talk to us about e-learning opportunities.
•Highly rated: Global Learning Solutions’ courses are consistently
rated as “excellent” by our hosts (98%) and participants (99%).
Unique Features
•Focused on solutions: Workplace Options can work with you
to assess your clients’ training needs in terms of topics, special
content, and delivery. We can adapt existing courses or create a
whole new training program to meet those needs.
•Global: Work with a single company to meet your clients’ training
needs across the world. Minimize your work while providing
your clients with consistently excellent service and standard
reporting.
•Able to provide continuing education credit for our courses:
Workplace Options’ Global Learning Solutions is certified by
the HR Certification Institute (HRCI), the accreditation body of
the Society for Human Resource Management (SHRM), to offer
continuing education credit for all of our human resources and
management courses. That’s over 60 course titles. And this is a
feature that holds value abroad as well as in the U.S. as the credits
can be applied to a Senior Professional in Human Resources
(SPHR), Professional in Human Resources (PHR), or a Global
Professional in Human Resources (GPHR) certification.
Zereski, L. (2012, January 11).
Workplace Options’ Global Learning Solutions.
Workplace Options: Raleigh, NC.
YOUR OPTIONS | Winter 2012
Shabbir Kundi
Director, Military OneSource Operations
Thirty years of successful growth is only achievable with a
great team, and Workplace Options has assembled a group
of wonderfully talented professionals. One such individual
is Shabbir Kundi, Director of Military OneSource (MOS)
Operations. Shabbir joined WPO this fall and had an
essential role in the launch of our two Military OneSource
service centers. Shabbir holds an MBA and has a long history
of people management, relationship management, and
operational management.
Shabbir’s primary focus is to ensure the best possible customer
service to military service members and fulfill their requests in a
timely manner. He oversees day-to-day operations and is accountable
for productivity, quality, and employee performance. His experience
in multi-site operations management and management of nationwide accounts/
operations has aided in his ability to manage both MOS locations and maintain a good
relationship with our partners. Shabbir reports that his own military experience helps
him “to understand some of the military-specific issues and ways to respond to those
issues consistent with resources available only to service members.”
Although with the company for a relatively brief time, Shabbir is glad he made the
choice to come to WPO: “People went out of their way to make me feel welcome
and were ready to help at all times. Even now, the support provided by others in the
company, even those not associated with Military OneSource, is superb.”
Shabbir points to WPO’s guiding principle ‘First Serve the Customer’ as inspiration.
“It is amazing to see that with so many different departments with their individual
goals, everyone’s ultimate goal is to ‘First Serve the Customer.’ From my experiences
so far, all decisions that have been made have always been centered on this idea.”
Shabbir spends time with family while not at work and especially enjoys being with his
two-year-old nephew. He is a football fan and is always ready for a round of golf.
NEW
Workplace Options Introduces ITs Fifth International Employee Service Center
In March, Workplace Options introduces its latest
international service center as doors to a new office
in Singapore opened to support our growing Asian
customer base. The Singapore center joins those in
the United States, Canada, United Kingdom, and the
Republic of Ireland as the latest addition to our expanding international employee support network.
Singapore service center representatives are trained
in all aspects of work-life and EAP delivery, including
specific experience in intake and crisis management,
clinical assessments, chemical dependency, trauma
response, and other relevant interventions.
YOUR OPTIONS | Winter 2012
United States
Workplace Options
3020 Highwoods Boulevard
Raleigh, North Carolina 27604
phone: 1 800 699 8011
fax: 1 919 833 9888
United Kingdom
Workplace Options
Building 10, Chiswick Park
566 Chiswick High Road
London W4 5YB
freephone: 0800 027 4939
local phone: 020 8987 6579
fax: 020 8987 6577
Canada
Workplace Options
36 Toronto Street, Suite 502
Toronto, Ontario
CANADA
M5C 2C5
Global PHONE: 1 877 847 4525
IRELAND
Block 6
Belfield Office Park
Clonskeagh
Dublin 4
Phone: +353 (0) 1 2642761
Fax: +353 (0) 1 2642727
your
Copyright © 2012 Workplace Options. All Rights Reserved.