Are you prepared to manage effectively in the digital era?

This article is written by Natasha Jetté, Manager in the Digital Engagement, Digital Innovation Network, Public Services and Procurement, Canada.

• The problem: Managers in the digital era often overlook or ignore the importance of prioritising people and developing skills beyond technology.
• Why it matters: In a rapidly evolving digital landscape, neglecting the human element hinders effective management and the delivery of user-centric services.
• The solution: Developing emotional intelligence first and foremost leads to embracing vulnerability, fostering innovation, honing problem-solving skills and promoting collaboration to address the challenges and complexities of the digital era, while enhancing experiences for all stakeholders.

We live and work in a digital world. A world in which technology is a part of everything we do and touch. And it’s only getting bigger and more complex. Because of this, we keep hearing about needing to change the way we design and deliver services, how we should focus on users and empower our teams. But what does this mean for managers in the public service? I’m talking about concrete actions we can take to ensure we manage effectively in the digital age. Before we get into that, it’s important to highlight that in a time of major change, the biggest impact is on us humans. Technology is simply an enabler, not the driver.

Emotional intelligence and empathy, vulnerability, curiosity and collaboration can propel you to a level of management that empowers your team to thrive.

Let’s take a look at five important areas to develop as a manager, with key actions you can take today to set you in motion. They may surprise you, as they have nothing to do with technology, but everything to do with PEOPLE.

1. Emotional intelligence – I learn about myself so I can better understand others. Emotional intelligence is the ability to recognise emotions and understand where they may come from, starting with your own. You may be asking, “What do emotions have to do with digital?” to which I respond: “Everything.” To design digital services with and for users, we need to put ourselves in their shoes and empathise with them to learn about their pain points. Empathy and emotional intelligence go hand in hand. The same mindset can be applied to empowering your team – being able to relate to your employees and understanding their challenges makes you a hero in helping overcome them. In order to be adaptable to change, we need to understand how people react to such change – which is founded in emotions. The fastest way to recognise emotions in others is to be intimate with our own.

Action: Ask yourself throughout the day, “How do I feel?” and be honest with yourself. The objective is not to “be happy” all the time but to recognise your true emotional state. You are doing yourself a disservice if you sugarcoat it. The more you get comfortable with your emotional state, the more you will recognise its value.

2. Vulnerability – empower teams The ego exists to protect us from dangers, real or perceived. Given we no longer face predators while hunting for our food, most dangers we face are merely perceptions based on past experience. Fear is often a subconscious barrier preventing us from trying something new, or even talking about something we tried that didn’t work (aka “failure”), all in the name of protecting ourselves. So, we often feel the need to control. In our fast-changing world, we can no longer afford to hide behind fear. We need to experiment, learn from our lessons and share our experiences, all in the open.

And we need to include and trust our team to do the same.

Now this area relies heavily on emotional intelligence. So, give yourself a break and start slowly.

Action: Ask yourself, “How can I better support and trust my team today?” The more you practise, the more you create a safe space for your team to have better conversations.

3. Innovation – be curious and see possibilities There are so many different paths to solving problems, but often we limit ourselves to what we know. Our brains get subconsciously inundated with what if’s… What if it doesn’t work? What if I look like a fool? What if people judge me? You may not recognise that in you, but I’ve seen it so often where colleagues try to justify their decision with logical explanations when all along, they are founded in fear. Are you starting to see a pattern here? Innovation is about forgetting what we know, being curious, deep-diving into the problem or opportunity and opening our minds to possibilities. It’s about challenging the status quo, doing things differently, trying out new ways of working, starting small and improving.

Action: Take a simple process you follow on a daily or weekly basis and ask yourself “Is there a better way to do this?” and open your mind to possibilities.

4. Problem-solving – take a step back and reflect on the “why” Einstein once said: “If I had one hour to solve a problem, I’d spend 55 minutes on the problem and 5 minutes on the solution.” Too often we jump to a solution so convinced it’s the way to go before even validating we are solving the right thing. Investing that time and effort into getting a clear picture of what you are working towards will save you headaches and heartaches, trust me.

Action: Ask yourself, “What am I trying to solve here, and why?”

5. Collaboration – create bridges The future is about sharing experiences and lessons learned, not reinventing the wheel. And, ensuring various perspectives are considered when designing services and solutions. It’s about breaking down silos and working together to make experiences better and life easier. Managers need to become master networkers to make this happen.

Action: Trust your gut and make space for chance encounters – e.g. talk to people in the elevator. You may be surprised by the outcome!

As a manager in a digital world, focusing on people more than technology can seem counterintuitive. However, emotional intelligence and empathy, vulnerability, curiosity and collaboration can propel you to a level of management that empowers your team to thrive in a world surrounded by technology. Understanding the human element is vital in every organisation, today and for tomorrow.

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