In traditional office environments, employee engagement happens naturally through informal interactions such as impromptu discussions before and after meetings, in-person collaboration, and serendipitous run-ins.

It's why many great offices are optimized for 'casual collisions.' (And why Steve Jobs wanted only to put a few bathrooms into Pixar's HQ.)

However, in a hybrid or remote setup, the absence of these touch points means a proactive approach to engagement is necessary. 

To address this challenge, I turned to Christie Hoffman, an employee engagement expert and the founder of Engagement Academy, who shared best practices for improving engagement in hybrid and remote work teams. 

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Q: What are the unique challenges of maintaining employee engagement in hybrid and remote work environments compared to traditional office settings?

Christie Hoffman: First of all, it's important to distinguish between 'engaging employees' and capital-letter Employee Engagement. True employee engagement is the emotional willingness for an employee to go above and beyond for the company as the output of a stellar employee experience.

One of the biggest challenges to engage hybrid and remote employees is that everyone has vastly different daily experiences. 

Those working from the office may feel more connected to their teams, while those working remotely might feel isolated or overlooked. If not adequately addressed, this gap in experiences can lead to disengaged employees.

The solution is to ensure you check in with everyone equally, regardless of where they work. Run regular employee surveys to ask "open-ended questions," but mainly about "what gets in the way of doing your best work?"

These open-ended questions allow you to gather feedback on daily moments of the employee experience that need to be optimized or fixed, which leads to greater engagement levels.

Importantly, although employees in a hybrid work model may work under different conditions, you can control how you interact with them. Offer everyone the same opportunity to be heard and supported. 

Remember, it's not just about giving them a job; it's about ensuring they feel valued, thet have what they need to do their best works, and their concerns are taken seriously.

Another point is that in traditional office settings, managers can more easily observe body language and casual interactions that indicate employees' feelings. 

With remote work, you lose those physical cues, so it's crucial to be more intentional in how you check in with your team. 

Managers must be trained to make more deliberate efforts to build trust with employees to open up and communicate barriers effectively, like scheduling regular one-on-one meetings and ensuring employees feel psychologically safe expressing concerns.

Q: In our talk about employee engagement best practices, you mentioned psychological safety. Could you explain how that works in hybrid and remote teams?

Christie Hoffman: Psychological safety is key to fostering engagement. It's about creating an environment where employees feel safe being honest, expressing concerns, or asking for help without fear of judgment. 

Whether in person or remotely, employees need to know that when they voice an issue, it will be taken seriously without negative repercussions.

For leaders or managers, this means setting a clear intention to act more like a coach than a boss. For example, when meeting with employees, especially remotely, I advise managers to start the conversation by saying, "This meeting is for me to learn how I can better support you, so I can help you succeed here." 

This sets a tone of openness and makes employees more likely to speak up. 

Whether you're sitting across from someone or meeting them via Zoom, the goal is to show you care and are invested in their success.

Psychological safety reduces the emotional disconnect that often leads to disengagement. When employees feel like they are just a number or that their work is only rewarded with more work, they begin to disengage. A leader who listens and follows through on employee feedback can make all the difference.

Q: What specific actions should leaders take to improve communication and engagement in hybrid teams?

Christie Hoffman: Leaders must proactively schedule regular one-on-one meetings with each employee. 

This face time is essential for engagement, whether over Zoom or in person. The goal is to create a structured space where employees feel they can be honest about their needs, challenges, and successes.

The key difference between in-office and remote communication is the medium, but the intention should be the same. Employees need to know that their manager cares and is accessible, no matter the format. Leaders should also be aware of the differences in communication preferences. 

For some employees, written communication works best, while others might prefer verbal feedback. 

Leaders need to be flexible and adapt their management style based on what works for each individual by asking them directly. Employees need to feel like they aren't in trouble when they're asked for a meeting, but instead, that it's an opportunity to share openly. 

If you can establish trust and make these meetings feel supportive, you will likely maintain engagement.

Q: What are the most effective metrics to track employee engagement in hybrid teams?

Christie Hoffman: A great place to start is with the Employee Net Promoter Score (eNPS), which measures how likely your employees are to recommend your company as a great place to work. It's similar to the customer Net Promoter Score (NPS) but focuses on employee sentiment. 

I recommend asking this question quarterly and then tracking the results over time as a historical benchmark. You can also combine these insights with other business metrics, like revenue and customer growth, to see how employee engagement impacts overall performance.

Another useful metric is turnover. Although average turnover rates vary by industry, generally, if your turnover rate is more than 20%, that's a clear sign of disengagement. 

Employees might be leaving because they don't feel valued or they don't see a clear path for growth within the company. High turnover is costly, not just financially but also in terms of knowledge loss and team morale. 

You need to listen to your employees regularly and act on their feedback to prevent this. (FlexOS collected the key employee engagement survey providers to help you with this.)

‍Revenue growth, or the lack thereof, is also a direct indicator of low engagement. If your revenue is stagnant or declining, it reveals that your daily employee experience has moments that need to be adjusted so that employees are better set up for success.

When employees are connected to the mission and feel like their work matters, you’ll see a direct impact on the successful achievement of your key business KPIs.

Q: Could you share some strategies for fostering a sense of belonging and connection among remote and hybrid employees?

Christie Hoffman: One strategy that works well is implementing a peer recognition program. 

This feedback strategy allows employees to recognize each other's achievements, which can help build stronger relationships and increase morale. The best peer recognition programs tie the recognition to company values. (Read more on our guide about employee recognition ideas.)

For instance, someone who goes above and beyond on a project can be recognized for living out a specific company value. This not only reinforces the company culture but also makes employees feel appreciated.

One thing to note: I believe a peer recognition program is quite different from the conventional Employee of the Month (EOM) award. 

The EOM often feels more like a beauty pageant driven by office politics, sometimes awarded to employees who are the most "visible" but may not maintain a healthy work-life balance, something not everyone can or should keep up with.

Another way to create a sense of belonging is to create spaces for informal connection. 

In the office, these happen naturally, like in the break room or before a meeting. In a hybrid or remote environment, you need to recreate these moments. Virtual coffee breaks, casual chat rooms, or lunch sessions where work is not discussed can help employees bond on a personal level. 

These moments of connection help employees connect as humans, not just as coworkers, and are essential to successfully managing remote teams.

(Another practical tip is to use tools that integrate recognition into the remote communication tools employees are already using, like Slack or Microsoft Teams.)

You don't want to add unnecessary tools that complicate communication. Employees should be able to give quick shout-outs within the platforms they're already using to keep it simple and engaging.

Q: How can companies leverage technology to enhance employee engagement without causing burnout?

Christie Hoffman: Technology can be a double-edged sword. 

The right tools can improve communication and streamline workflows, but too many tools or poorly integrated employee management software can lead to frustration and low usage. 

The key is to choose technology that meets your employees where they are. Before investing in any new tool, ask what your employees dislike about their experience with receiving performance reviews and then shop for a performance management tool that solves those pain points. You want to understand what's not working for them so you can find technology that addresses those issues. Focus on simplicity and ensure that whatever tools you adopt enhance the employee experience, not complicate it.

Q: What role does leadership play in successful hybrid and remote onboarding?

Christie Hoffman: Leadership is critical in setting the tone for successful remote onboarding. Leaders at all levels, from managers to executives, should be actively involved in welcoming new hires. 

For example, a simple email from the CEO welcoming a new employee can make a huge impact. It shows that the company values their presence and is excited to have them onboard.

Managers should also recognize early wins. 

Within the first few weeks, giving positive feedback on the new hire's performance can go a long way in building confidence. Even small gestures of recognition can reassure new employees that they've made the right choice in joining the company.

Moreover, it's essential to ensure that onboarding includes structured learning time and informal opportunities to connect with the team. 

A lunch meeting, even a virtual one, where the focus is purely on socializing, can help new employees feel more integrated into the company culture. 

This combination of formal and informal touchpoints makes the onboarding experience more holistic and engaging.

Thank you, Christie, for your insights. If you want to learn more about Christie, follow her podcast or join her community.