An Interview With Chad Silverstein
Invest in professional development: We encouraged continuous learning by providing access to training programs and professional development opportunities. This investment in our employees’ growth has paid off in terms of increased expertise and job satisfaction. For instance, after attending a leadership development course, one of our managers implemented new strategies that improved team performance and engagement.
The remote work revolution has transformed how we think about work, but it has also raised important questions about maintaining culture and connection in a virtual world. To explore this important topic, we are interviewing Kim Pollok.
Kim Pollok is the CEO of SWBC’s Professional Employer Organization, where she leverages data and technology to drive operational efficiency and business growth. With more than a decade at SWBC, she has played a key role in expanding the PEO nationally across various industries. Passionate about advancing women in business, she founded Women Supporting Women in Texas Business and actively mentors aspiring leaders while serving on multiple industry and community boards.
Thank you so much for joining us in this interview series. Before we dive into our discussion, our readers would love to “get to know you” a bit better.
Can you share with us the backstory about what brought you to your specific career path?
I spent over 13 years with my former company before it decided to close its operations in San Antonio and move to El Paso, affecting more than 500 employees. At the time, I was the HR Manager, and my team began organizing job fairs with local companies to help employees find new opportunities. SWBC attended one of the job fairs and recruited several employees. My team closed the doors of my former employer on Dec. 31, 2009, and I took them to lunch that day. During lunch, SWBC called me and offered me a position as a Benefits Coordinator. Although I was unfamiliar with the role, I decided to accept the offer. Six months later, SWBC started working on acquiring a Professional Employer Organization (PEO). I was asked to assist with the acquisition, and without knowing what a PEO was or how an acquisition worked, I, of course, said yes. On Jan. 1, 2011, SWBC acquired the PEO, and we launched SWBC PEO. I had to learn about the entire industry, including the PEO’s employees, clients, and operations. It has been an amazing ride!
Can you share the most interesting story that happened to you since you began working with remote or hybrid teams?
One of the most interesting stories from my experience with remote teams happened during the early days of the COVID-19 pandemic. Like many companies, SWBC PEO had to quickly transition to a fully remote work environment. This sudden shift presented numerous challenges, but it also led to some unexpected and memorable moments.
One experience that really stands out is when we were in the middle of a critical virtual meeting with a big prospect, discussing the implementation of our services. Just as we were getting into the details, my internet connection dropped, and I was abruptly disconnected from the call. To make matters worse, I was the main presenter.
In a moment of quick thinking, one of my team members seamlessly took over the presentation without missing a beat. They had been following along closely and were able to continue the discussion as if nothing happened. Meanwhile, I scrambled to rejoin the call.
When I finally was back online, the prospect hadn’t even noticed the disruption. The meeting continued smoothly, and we successfully secured the project. This experience taught me the importance of trust and collaboration within a remote team. It also highlighted the resilience and adaptability of my team members, who were able to step up and support each other in a challenging situation. This reinforced the value of having a strong, cohesive team that can handle unexpected challenges with grace and professionalism. It also reminded me of the importance of being prepared for technical glitches and having a backup plan in place.
You are a successful leader in the remote workspace. Which three character traits do you think were most instrumental to your success? Can you please share a story or example for each?
Adaptability: When the COVID-19 pandemic hit, everyone had to transition to remote work almost overnight. My ability to adapt quickly to the new circumstances was crucial. I immediately set up virtual communication channels, established new workflows, and ensured that everyone had the necessary tools to work from home. This adaptability helped us maintain productivity and stay connected as a team during a challenging time.
Empathy: Working remotely can sometimes feel isolating, and it’s important to be empathetic to the challenges team members might face. I’ve always made it a point to check in regularly with my team, not just about work, but also about their well-being. By showing empathy and offering flexible work hours, we were able to support them through a difficult period, which in turn boosted their morale and productivity.
Communication: Clear and effective communication is vital in a remote work environment. During the pandemic, I implemented regular virtual meetings and encouraged open lines of communication through various platforms. One particular instance that stands out is when we were working on a complex project with tight deadlines. By maintaining constant communication and providing clear updates, we were able to coordinate our efforts seamlessly and deliver the project on time. This experience reinforced the importance of keeping everyone informed and aligned, especially when working remotely.
Let’s now dive into the focus of our interview. When the shift to remote work became widespread, what was the biggest challenge you faced in maintaining a strong workplace culture? How did you address it?
When the shift to remote work became widespread, the biggest challenge I faced in maintaining a strong workplace culture was ensuring that team members still felt connected and engaged despite the physical distance. The lack of in-person interactions made it difficult to foster the same sense of camaraderie and collaboration that we had in the office. To address this challenge, we implemented several strategies:
Regular virtual meetings: We established a routine of regular virtual meetings, including daily stand-ups, weekly team check-ins, and monthly all-hands meetings. These meetings provided a platform for team members to stay updated, share their progress, and discuss any challenges they were facing. It also gave everyone a chance to see each other and maintain a sense of connection.
Virtual team-building activities: To keep the team spirit alive, we organized virtual team-building activities such as online games, virtual happy hours, and themed dress-up days. One memorable event was a virtual escape room challenge, where teams had to work together to solve puzzles and “escape” within a set time. These activities helped break the monotony of remote work and strengthened team bonds.
Open communication channels: We encouraged open communication by setting up various channels on our collaboration platform for different purposes, such as project discussions, casual chats, and sharing personal updates. This allowed team members to interact more informally and maintain the social aspect of work.
Recognition and appreciation: Recognizing and appreciating team members’ efforts became even more important in a remote setting. We implemented a “kudos” program where employees could publicly acknowledge their peers’ hard work and achievements. This not only boosted morale but also reinforced a culture of appreciation and support.
What are some of the unique challenges that remote or hybrid teams face when it comes to creating a sense of connection and belonging?
Lack of face-to-face interaction:
Challenge: The absence of in-person interactions can make it difficult for team members to build personal connections and trust.
Solution: Encourage regular video calls for meetings and check-ins to provide a more personal touch. Virtual team-building activities, such as online games or virtual coffee breaks, can also help foster connections.
Communication barriers:
Challenge: Remote work can lead to miscommunication or a lack of clarity due to the reliance on written communication.
Solution: Promote clear and concise communication by setting guidelines for email and messaging. Use video calls for complex discussions and encourage team members to ask questions and seek clarification when needed.
Isolation and loneliness:
Challenge: Remote workers may feel isolated and disconnected from their colleagues, leading to feelings of loneliness.
Solution: Create opportunities for social interaction, such as virtual happy hours or informal chat channels. Encourage team members to share personal updates and celebrate milestones together.
Cultural differences:
Challenge: Remote teams often consist of members from diverse cultural backgrounds, which can lead to misunderstandings or a lack of cohesion.
Solution: Promote cultural awareness and sensitivity through training and open discussions. Encourage team members to share their cultural experiences and celebrate diversity within the team.
Maintaining team morale:
Challenge: Keeping team morale high can be difficult when team members are physically separated.
Solution: Recognize and celebrate achievements regularly. Implement a recognition program where team members can acknowledge each other’s contributions. Provide opportunities for professional development and growth to keep team members motivated.
What tools or technologies have you found most effective in fostering communication, collaboration, and team alignment in a remote setting?
I have found Microsoft Teams to be the most effective for team collaboration and communication. The platform combines chat, video meetings, file storage, and app integration in one place. It’s particularly useful for organizations already using Microsoft 365. Although not remote, at SWBC PEO, we use Teams for our internal communications and to collaborate on documents in real-time, ensuring seamless integration with other Microsoft tools.
What role does leadership play in building and sustaining a strong company culture in a remote or hybrid work environment?
Leadership plays a crucial role in building and sustaining a strong company culture in a remote or hybrid work environment, especially with the growing presence of Gen Z in the workforce. Leaders set the tone by modeling the values, behaviors, and attitudes they want to see in their teams.
To begin, leaders should articulate a clear vision and expectations and communicate them effectively, ensuring alignment with company goals and values. Leaders should also encourage open communication and ensure all voices are heard, provide constructive feedback, and celebrate employee achievements. These tactics will help foster an inclusive and supportive culture allowing employees to feel valued and connected.
Additionally, leaders should encourage innovation and empower employees, including Gen Z, to share ideas and take risks, while staying open to new technologies and practices that enhance remote work.
Finally, effective leaders remain empathic to the unique challenges of remote work and prioritize mental health and well-being.
What advice would you give to leaders who are struggling to maintain employee engagement and motivation in a fully remote workforce?
Foster a sense of community: Create opportunities for team members to connect on a personal level. This can include virtual team-building activities, informal chat channels, and regular social events. Organize virtual coffee breaks or happy hours where team members can relax and chat about non-work-related topics. This helps build camaraderie and a sense of belonging.
Recognize and celebrate achievements: Regularly acknowledge and celebrate the accomplishments of your team members. Recognition can be a powerful motivator and boost morale. Implement a recognition program where employees can give shout-outs to their peers for their hard work. Celebrate milestones and successes in team meetings to show appreciation for everyone’s contributions.
Provide opportunities for growth: Offer professional development opportunities to keep employees engaged and motivated. This can include training programs, workshops, and access to online courses. Encourage team members to pursue certifications or attend industry conferences. Provide a budget for professional development and create a culture of continuous learning.
Maintain open communication: Ensure that communication is clear, transparent, and frequent. Keep team members informed about company updates, goals, and changes. Hold regular all-hands meetings to share important information and provide a platform for employees to ask questions and voice their concerns. Use collaboration tools to keep everyone connected and informed.
Empower and trust your team: Give employees autonomy and trust them to manage their work. Empowering team members can increase their sense of ownership and motivation. Delegate responsibilities and allow employees to take the lead on projects. Encourage them to share their ideas and involve them in decision-making processes.
Ok, let’s explore actionable insights. Based on your experience, can you share “5 Strategies to Build a Strong Workplace Culture in a Remote Work Environment”? If you can, please include examples or stories for each.
Foster open communication: At SWBC PEO, we implemented regular virtual meetings, including daily stand-ups and weekly team check-ins. These meetings provided a platform for team members to share updates, discuss challenges, and stay connected. For instance, during a project to improve our client onboarding process, these regular check-ins allowed us to quickly address issues and keep everyone aligned.
Encourage team bonding: To maintain team spirit, we organized virtual team-building activities such as online games, virtual happy hours, and themed dress-up days. One memorable event was a virtual escape room challenge, where teams had to work together to solve puzzles. This activity not only strengthened team bonds but also provided a fun break from work.
Recognize and appreciate efforts: At SWBC PEO, we implemented a “kudos” program where employees recognized their peers for outstanding work. This program was instrumental in boosting morale and fostering a positive work environment. For example, after a successful product launch, we held a virtual recognition event where team members were publicly acknowledged for their contributions, which motivated everyone to continue striving for excellence.
Promote work-life balance: During the pandemic, we prioritized the well-being of our team members. We also provided access to mental health resources and held wellness workshops. Even after the pandemic, we continue to provide development opportunities. Plus, our corporate SWBC team is still hosting wellness webinars.
Invest in professional development: We encouraged continuous learning by providing access to training programs and professional development opportunities. This investment in our employees’ growth has paid off in terms of increased expertise and job satisfaction. For instance, after attending a leadership development course, one of our managers implemented new strategies that improved team performance and engagement.
How do you address potential feelings of isolation or disconnection that employees may experience in a remote work environment?
Addressing feelings of isolation and disconnection in a remote work environment is crucial for maintaining employee well-being and productivity. At SWBC PEO, we prioritized regular communication through video calls, instant messaging, and virtual meetings to keep everyone connected. We organized virtual social events, offered mental health resources, and created an inclusive culture where every employee felt valued. Professional development opportunities and regular recognition of employees’ contributions further help in fostering a sense of belonging and purpose. By implementing these strategies, we created a supportive and connected remote work environment where employees felt engaged and valued.
Can you share an example of a remote work initiative, policy, or program that you implemented which had a significant positive impact on your team?
At SWBC PEO, one of the most impactful remote work initiatives we implemented was the “virtual mentorship program,” which paired employees with mentors based on their career goals and interests. This program included regular virtual check-ins, skill development workshops, and networking opportunities, fostering professional growth and personal development. The program significantly boosted employee engagement and satisfaction, as mentees felt supported and valued, leading to increased motivation and productivity. Mentors also benefited by developing their leadership skills and gaining fresh perspectives. Overall, the virtual mentorship program strengthened our remote work culture, fostering a sense of community and continuous learning.
How do you strike the balance between flexibility (one of the main benefits of remote work) and ensuring accountability and productivity?
Striking the balance between flexibility and ensuring accountability and productivity in a remote work environment involves a combination of clear expectations, effective communication, and supportive tools. At SWBC PEO, we set clear goals and performance metrics, so employees understand what is expected of them. Regular check-ins and progress updates help maintain accountability while providing opportunities for feedback and support. We also leverage project management tools to track tasks and deadlines, ensuring transparency and collaboration. Flexibility is maintained by allowing employees to manage their schedules, promoting a healthy work-life balance. By fostering a culture of trust and responsibility, we ensure that flexibility enhances, rather than hinders, productivity.
What trends or innovations in remote work are you most excited about, and how do you see them shaping the future of workplace culture?
I’m excited about several trends and innovations in remote work that are shaping the future of workplace culture.
Advanced collaboration tools: Tools like Microsoft Teams, Slack, and Zoom have become essential for remote work, but the future holds even more advanced collaboration platforms. These tools are integrating AI to enhance productivity, automate routine tasks, and provide real-time language translation, making global collaboration seamless.
Virtual Reality (VR) and Augmented Reality (AR): VR and AR are transforming remote work by creating immersive virtual environments for meetings, training, and collaboration. Companies like Spatial and Meta’s Horizon Workrooms are developing VR spaces where remote teams can interact as if they were in the same room, enhancing the sense of presence and connection.
AI-driven workflows: AI is being used to optimize workflows, manage tasks, and provide insights into team performance. Tools like Asana and Trello are incorporating AI to predict project timelines, identify potential bottlenecks, and suggest improvements, making remote work more efficient and data-driven.
Focus on employee well-being: Companies are increasingly prioritizing mental health and well-being by offering resources such as virtual wellness programs, mental health days, and access to counseling services. This holistic approach to employee well-being is essential for maintaining a healthy and productive remote workforce.
In your opinion, how does building a strong culture in a remote work environment impact not just employees, but also customers, clients, and the company’s overall performance?
Building a strong culture in a remote work environment has far-reaching positive impacts on employees, customers, clients, and the company’s overall performance. For employees, it fosters engagement, satisfaction, and retention by creating a sense of belonging and purpose. This leads to better collaboration and productivity. For customers and clients, a strong culture translates to improved service quality, consistency, and trust, as engaged employees are more likely to provide excellent customer service. For the company, it enhances productivity, drives innovation, and builds a positive reputation, attracting top talent and fostering long-term success. In essence, a strong remote work culture creates a ripple effect that benefits everyone involved, boosting overall performance and satisfaction.
You are a person of great influence. If you could start a movement that would bring the most amount of good to the most amount of people through better remote work cultures, what would that be?
If I could start a movement to improve remote work cultures, I would focus on creating a balance and supportive environments that benefit employees, companies, and society as a whole. Key components would include encouraging work-life balance, providing mental health support through counseling and stress management resources, and promoting communication practices to ensure all voices are heard. Additionally, it would offer continuous professional development opportunities, create virtual spaces for social interaction, encourage transparent leadership, promote sustainable remote work practices, and implement systems to recognize and reward remote employees’ achievements.
How can our readers further follow you online?
You can find me on LinkedIn at linkedin.com/in/kimpollok/.
This was great. Thank you so much for the time you spent sharing with us.
About the Interviewer: Chad Silverstein is a seasoned entrepreneur with 25+ years of experience as a Founder and CEO. While attending Ohio State University, he launched his first company, Choice Recovery, Inc., a nationally recognized healthcare collection agency — twice ranked the #1 workplace in Ohio. In 2013, he founded [re]start, helping thousands of people find meaningful career opportunities. After selling both companies, Chad shifted his focus to his true passion — leadership. Today, he coaches founders and CEOs at Built to Lead, advises Authority Magazine’s Thought Leader Incubator.
The Remote Work Revolution: Kim Pollok of SWBC On Building Strong Cultures in a Digital World was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.