Addressing employee concerns NOW is the future: Fazeela Gopalani

The insights from ACCA’s Global Talent Trends 2024 report highlight the concerns and hopes of the Middle Eastern workforce. The report identifies rising challenges such as workplace stress, employee well-being, AI anxiety, lack of employer support, and dissatisfaction with current career opportunities. These issues increase the risk of losing valuable talent in the region. To explore these challenges and potential solutions, People Matters spoke with Fazeela Gopalani, Head of Eurasia & Middle East at ACCA, to gain deeper insights into the report and discuss strategies for improving Middle Eastern workplaces.

Here are the edited excerpts from the interview:

Which insights from the GTT 2024 report for the Middle East do you find most interesting and exclusive compared to other regions? How have Middle East workplaces evolved based on these insights?

One of the most interesting insights from the 2024 Global Talent Trends (GTT) report for the Middle East is the emphasis on addressing burnout and mental health concerns among professionals in the region. The report highlights that wellbeing and mental health rank among the top work-related concerns for one-third of Middle Eastern respondents, with 57 per cent indicating that work pressures are impacting their mental health. 

Additionally, the report reveals that over half (57 per cent) of respondents in the Middle East do not believe their organisations consider employee mental health a priority. Compared to other regions, the Middle East's specific challenges highlight a unique aspect of workplace evolution in the region. The increasing recognition of the impact of work pressures on mental health signifies a shift towards a more holistic approach to employee well-being in Middle Eastern workplaces.

To evolve based on these insights, organisations in the Middle East can take proactive steps to address related concerns among their employees. This may involve implementing mental health education and awareness initiatives, offering flexible working arrangements, and providing stress-management programmes. By prioritising employee well-being and creating a supportive work environment, organisations can improve retention, enhance job satisfaction, and attract top talent.

Furthermore, fostering a culture that values mental health and well-being can lead to increased productivity, engagement, and overall organisational success. By recognising and addressing the unique challenges faced by professionals in the Middle East, organisations can create a more sustainable and fulfilling work environment for their employees.

With the impact of Gen AI and new technologies on workplaces, job roles are changing. As many employees feel overwhelmed by this rapid transformation, how should organisations support upskilling and adaptation? What strategies should be implemented to leverage AI effectively and add value to work?

Gen AI and new technologies are significantly changing job roles, requiring employees to adapt and upskill or risk being left behind. As highlighted in the GTT report 2024, concerns about the pace of technological transformation are common among employees. Organisations that proactively address these concerns with actionable plans, such as providing continuous training opportunities, are more likely to prosper and grow in a competitive landscape. To support employee upskilling and reskilling, organisations can take several steps.

Firstly, they can provide comprehensive training programmes focusing on AI, data analytics, and other relevant technologies.

Secondly, fostering a culture of continuous learning, with opportunities for self-paced learning, online courses, workshops, and certifications, is essential. Mentorship and coaching can also help, by pairing employees with mentors who can guide them through technological changes. 

Regular feedback and support in upskilling efforts can create a comfortable environment for employees seeking guidance. This includes addressing employee concerns about job displacement. Alongside their investment in employee training and upskilling, organisations should have open communications with their employees about job changes and career trajectory internally.

With the rising cost of living in the Middle East, what measures should organisations take to address employee salary concerns? How can they handle performance reviews and salary increment requests effectively? What strategies can they use to retain talent and reduce attrition due to salary issues? Additionally, would offering extra benefits and perks help in retaining and attracting talent?

To address employee concerns regarding salary amidst the rising cost of living in the Middle East, organisations should adopt a multi-faceted approach.

• Firstly, maintaining open communication about the organisation's financial situation, market trends, and the rationale behind salary decisions is crucial. This transparency helps manage expectations and build trust among employees.
• Regular performance reviews based on clear and objective criteria are also essential. By linking salary increments to performance evaluations, organisations can ensure fairness and consistency. Additionally, providing constructive feedback and development opportunities helps employees advance in their careers, fostering a sense of growth and achievement.
• Implementing retention strategies that go beyond salary is another key measure that could help in talent retention and attraction. Offering career development opportunities, flexible work arrangements, and recognition programmes can significantly enhance job satisfaction.

At the end of the day, organisations that create a positive work culture that addresses factors like work-life balance and career growth are more likely to retain talent.

How can organisations ensure fairness and equity in flexible work arrangements for new and existing employees? How can they accommodate hybrid or remote work preferences while maintaining effective communication and cohesion among remote and office-based teams?

To ensure fairness and equity in flexible work arrangements for both new and existing employees, organisations should establish clear policies and guidelines that apply consistently to everyone within the organisation. They should communicate these policies transparently and ensure equal access to flexible work options based on objective criteria and business needs. Regular feedback and evaluation sessions should be conducted to assess the impact of flexible work arrangements on productivity and well-being, allowing for data-driven decisions and policy adjustments.

However, approaches to flexible working are likely to remain an important consideration for organisations across the Middle East, especially when considering international recruitment and the competitive nature of the profession across regions and countries. Organisations may benefit from exploring more flexible working arrangements to retain top talent, as it increases job satisfaction, and attractiveness, and are often less likely to seek external moves. 

To support seamless communication between remote and office-based teams, organisations should invest in technology and infrastructure, and provide necessary training and resources for effective remote work. Maintaining effective communication and cohesion among remote and office-based teams requires regular check-ins, virtual meetings, and team-building activities to foster a sense of belonging.

How can organisations prioritise and promote diversity, equity, and inclusion (DEI) to support and retain women workers in the region? What strategies should they use to address gaps in their current DEI initiatives? How can they ensure all employees feel valued, supported, and empowered to contribute meaningfully?

Leaders set the tone for a diverse and inclusive workplace by championing inclusivity in decisions and fostering a welcoming environment. Diverse recruitment practices attract a wider talent pool, including women. Retention is key, so organisations should offer mentorship, leadership development, and flexible work arrangements.

DEI training tackles unconscious bias and promotes cultural competence. Separately, employee resource groups build support networks for underrepresented groups like women. Regular audits track progress and identify areas for improvement.

Organisations should also regularly update policies for inclusivity, including flexible work, parental leave, equal pay, and anti-discrimination measures. Foster a supportive environment by recognising diversity, promoting inclusive leadership, and encouraging employee participation. By prioritising DEI, organisations can create a space where all employees, including and especially women, can thrive and contribute meaningfully.

How can organisations support employees in learning and upskilling to foster career growth, given that many workers feel unprepared for evolving workplaces? Will this support help in talent retention and provide advancement opportunities?

Organisations can empower their employees for the evolving workplace and foster career growth by offering a variety of learning and development programmes. These programmes, including workshops, online courses, and certifications, will equip them with new skills and industry knowledge.

• Additionally, managers can develop personalised development plans to help employees identify skill gaps and set learning goals, and provide them avenues for advancements.
• Separately, mentorship and coaching programmes can also pair employees with experienced professionals for guidance and support. To ensure that all the initiatives stay on track, managers can set regular feedback meetings focusing on performance and skill development. 

Employee-focused initiatives would also aid in talent retention as they would feel valued by the organisation. 

With 57 per cent of surveyed workers reporting increased stress due to work pressure, what is the most effective approach to identify and address mental health challenges? What support mechanisms and resources can organisations provide to manage stress and prioritise mental well-being? How can they prioritise employee retention and create a supportive work environment?

There are several ways organisations can prioritise employee retention and foster a supportive work environment conducive to mental well-being: 

1. Organisations can significantly improve employee mental well-being by creating a culture of open communication around mental health. This reduces stigma and encourages employees to seek help AND access helpful resources through channels established.
2. Training managers and employees on mental health awareness can help identify warning signs and support colleagues experiencing difficulties. Confidential Employee Assistance Programmes (EAPs) provide crucial counselling and support for personal and work-related challenges.
3. Promoting work-life balance is key. Flexible work arrangements, accommodations for specific needs, and setting clear boundaries around work hours all contribute to reducing stress. Launch wellness programmes that offer mindfulness, stress management, and healthy lifestyle support to further support employees in managing healthy well-being.

Supportive leadership behaviours are essential too. Regular check-ins, empathy, and open communication channels create a safe space for employees to voice concerns and receive guidance. Peer support networks and a strong sense of community can combat isolation and foster emotional support.