Corina Tiu, TELUS International Romania: “We need to empower our people more to let them make mistakes”

“Middle management is the most important management in any company, just because it’s that buffer between team members that are actually delivering the results and upper management.

My advice for every manager at every level is you need to love your job. I know it sounds a bit zen, but I strongly believe that 50 percent of any manager job is you really need to love the job. I’m not saying you have to like every single task and every single people you work with. In the morning, and this is the trick that works for me: I always say that I work for the people, with people and then I go there and try to do a very good job as much as possible.,” Corina Tiu, Vice-President Operations, TELUS International Romania said during People Empowering Business Forum 2023 organized by The Diplomat-Bucharest.

“You need to like what you are doing on a daily basis because we spend a lot of time in the work field every day.

It’s our job as managers, starting with middle managers, to explain the KPIs, the financial targets or any other metrics inside the organization, to be driven by common sense and logic. Another factor is: if they are feasible and we agree to put them in a contract, then we need to make sure that the people we are relying on to deliver them understand the KPIs.

We need to make sure that transparency and communication are there so everyone has the same understanding. We need to sit with people, we need to make them understand why we take certain decision or the “what’s in for me” factor.

Empowering and accountability come together. We need to empower our people more to let them make mistakes. Failure does not exist, it’s just a learning curve.”

Full recording of the conference: https://www.youtube.com/watch?v=5y4LQs5x6Ng&t=3385s