Navigating the Workplace: A Gen Z Perspective on Rethinking Onboarding
I have always been intrigued by onboarding processes, and my interest was piqued during a casual conversation with a friend. We shared insights about our current jobs when she revealed that she had left a position after four months due to a dreadful onboarding and lack of company structure. Eager to delve deeper, I sat down with her to explore this recent experience and her journey through various industries, discussing the personal impact of each onboarding process.
Meet Georgia, a 21-year-old Gen Z young professional from Auckland with a freshly earned degree in art history and a minor in theatre. In our conversation, we explored her recent job challenges, delving into a broader discussion about her diverse work experiences from the age of 16 to the present day. This Insight aims to share a young person's perspective on navigating the workforce, unravelling the complexities and unique encounters across different industries and roles.
Hospitality: Learning on the Fly
Like most youth, Georgia landed her first job in the hospitality scene as a waitress at the local café just around the corner from her home. In her first days, she found herself diving straight onto the floor, taking orders and thoroughly learning on her feet. Georgia understands why this industry will prefer the method due to the few systems the job requires them to learn. Still, it caused her unnecessary stress due to the lack of structure around her role, finding herself having issues. From navigating the ordering system to handling discontent customers, she felt like a bother asking staff for help with questions that should have been discussed in her onboarding.
In hindsight, Georgia suggests that a simple solution—off-the-floor training during closed hours—could have significantly alleviated her stress and concerns. Such an approach would have provided a structured learning environment without disrupting the daily flow of the cafe whenever newcomers joined. Unfortunately, the absence of this support led her to bid farewell to the role as summer drew to a close, seeking a new job that offered a more nurturing and training-oriented environment
Events Staff: Quick Induction, Effective Support
In the future summers, Georgia started working as staff for pop-up events, handling tasks like ticket sales, manning drink stands, assisting with seat allocations, and providing support at booths. Recognizing the flexible nature of this work, she found it better suited to her current Uni timetable, allowing her to work when available and stick to manageable schedules.
Given the variety of roles available, the job requires quick learning and the ability to work in a fast-paced environment. While Georgia sometimes felt overwhelmed by the constant need to adapt to new responsibilities and systems, she appreciated having accessible managers nearby to address any issues or questions.
After reflecting on her experience, Georgia believes that a more extensive onboarding process and comprehensive documentation of each system would have been beneficial. The onboarding process included a brief email a few days before the event, followed by a short one-hour briefing on each role. However, there was room for improvement in the training and preparation for the different operations.
Retail: A Model Onboarding Experience
During her last year at university, Georgia secured a job as a receptionist at a spa. What really impressed her was the company's exceptional professionalism, efficient organizational systems, and a comprehensive onboarding process that fully equipped her to meet the job's expectations.
During her three-day introduction, Georgia was fully immersed in the company. She familiarized herself with the backroom stock and learned about every product and its features. She was given a comprehensive tour of the spa, including insights into each room and treatments. To further her understanding, she experienced the most popular therapies firsthand, which enabled her to confidently recommend and explain options to clients. She received training with a full-time receptionist who monitored her progress, ensuring that her work met all the required standards. She had access to detailed documents that addressed potential issues and answered questions, further facilitating her learning. Once she started handling calls and interacting with clients, she was closely supervised to ensure that everything met the established standards before taking on solo responsibilities.
Georgia found the onboarding processes helpful in making her transition into the new job stress-free and seamless. Her only constructive criticism was that she wished that the onboarding process could have been extended a bit longer so that she could have better retained the information she received.
Start-up Company: The Need for Structure
Georgia actively looked for a full-time job after graduating from university. She was offered a position with a startup company. On her first day at work, she found out she didn't have an assigned workspace and no document with her weekly schedule. She was barely introduced to her colleagues and their roles.
Georgia's primary instruction was to show up every day and complete the tasks assigned to her. Although she was aware of the resource limitations that are common in a new company, she noticed a significant need for clear organizational direction. The company needed defined objectives, strategies, or expectations for its staff. Georgia needed a standard or model to help her with her work.
After three months of working for the company, the absence of support and structure prompted her to leave. This experience made her realize the vital role that a robust onboarding process plays in a company's success.
Advertising: Balancing Structure and Flexibility
Following a less-than-ideal situation in her previous job, she moved to a new city in search of a better fit. Fast forward to today, and Georgia works at an advertising and media company. On her first day, she was pleasantly surprised to find an assigned desk with booklets and documentation detailing the company's history, her role, and the expected standards.
During the onboarding process, she was given a tour of the systems she would be using and had the opportunity to meet with each team member to understand their unique contributions to the company. A daily schedule was provided, along with weekly check-ins with her team manager to address any questions or concerns. One of the standout features for her was the company app, which provides regular news updates and work profiles that include profile pictures, roles, and contact details.
The experience so far has been refreshing and straightforward. When asked about possible areas for improvement, she references to her past spa job. She suggests that providing more detailed documentation on the systems, including troubleshooting guides, could help reduce the need for frequent assistance, especially considering the busy schedules of the managers.
Insights and Recommendations
Georgia's journey highlights the importance of a well-structured onboarding experience. She suggests that the main components that can truly improve one's onboarding experience are:
- Structured Training: Introduce a phased training approach, with shorter sessions spread over days and weeks, promoting better understanding and retention.
- Comprehensive Documentation: Provide accessible and thorough documentation to address potential questions, empowering employees to find answers independently.
- Regular Check-ins: Schedule weekly catch-ups during the first week/month, allowing new employees to ask questions, seek guidance, and share their experiences.
- Advanced Software Familiarization: Offer a list of company-used software well in advance, enabling employees to familiarize themselves with systems before their first day.
- Company Goals and Standards: Communicate company goals and establish standards to help new hires understand the broader context of their roles and foster a sense of purpose.
With the changing times, it is important for companies to create onboarding experiences that cater to the expectations and needs of the younger generation entering the workforce. The insights gained from this can provide a valuable layout for organizations. By redesigning the onboarding process to address the unique challenges faced by Gen Z, companies can ensure higher employee satisfaction and lower staff turnover.
