A recognition program that gives employees wings
Québec City Jean Lesage International Airport (YQB) and its Bravo Charlie initiative.
How does a large organization the size of Québec City Jean Lesage International Airport (YQB) manage to engage its 170 employees, who work across different departments and trades, and this 365 days a year, 24 hours a day?
“Here, we are comparable to a small town; we employ people from many trades: firefighters, electromechanics, lawyers, communications professionals, human resources, finance, engineering and staff for runway maintenance,” explains Sylvie Lavoie, director of human resources.
How can you achieve synergy among the troops when everyone works in such a high-performance environment? “The danger, she adds, is that each person can work in a silo, if no effort is made to counter that effect.”
The Bravo Charlie program
To prevent this situation, Ms. Lavoie brought together members from every department of the organization. A working committee was created. “Together, over several meetings, we developed the Bravo Charlie recognition program in the spring of 2017.”
The name Bravo Charlie is a nod to the airport world in which the organization's employees operate. Aircraft taxiways are named according to the NATO phonetic alphabet. Bravo and Charlie are two of the taxiways found at YQB. In the context of a recognition program, pairing them opened up some very interesting creative possibilities.
Ms. Lavoie's enthusiasm is palpable. The principle is very simple. Through the company's intranet, employees click the Bravo Charlie button and submit the name of a colleague who has stood out with respect to the company's objectives and values.
The three values are: the passenger above all, respect and attention to detail. The organization aims to achieve its objectives together with its employees by emphasizing cross-functionality (teamwork), digital culture and human capital.
Some examples
Picture this. In each department, someone takes the time to think of words that highlight a colleague's effort. Here is one example:
“I admit I am guilty and overdue for not having taken the time before now to express my gratitude and appreciation for the excellent collaboration and teamwork that Charline shows toward the members of my team. Recently, we had an episode where we had to make last-minute purchase requests. No problem, I'll take care of it right away were Charline's replies. Indeed, every time, she kept her word and allowed us to get our equipment back in service, such as the quick purchase of AA batteries for the perimeter lights. We also had to replace kitchen appliances. An outstanding collaborator, she once again handled the purchases and deliveries quickly. On behalf of all the staff in my department, THANK YOU Charline for your professionalism, your positivity and your excellent collaboration!” A Bravo Charlie messageSubmitted by a colleague of Charline
“When I read that personal note, I had tears in my eyes.” Laurianne LapierreSpokesperson, Québec City Jean Lesage International Airport
In an interview, spokesperson Laurianne Lapierre said she had already received a message from a colleague.
Managers are recognized too
Managers are also praised for their work. Here is the proof:
“Charline, I wanted to give you this Bravo Charlie, because you are truly an exceptional manager. Yesterday in particular, while I was going through a stressful family moment, you immediately reassured me, listened to me and showed great understanding. You are close to your employees and that lets us have such a wonderful relationship of trust with you. Thank you for that, it is worth its weight in gold!” A Bravo Charlie messageAddressed to a manager
Finally, another employee received a Bravo Charlie mention. Outside, in Siberian cold, she took the time to pick up passengers who were walking toward the terminal. “That gesture, she was told, truly reflects the value of the Passenger above all as a priority. Bravo! You are a role model.”
Some Bravo Charlie messages are read by all employees, who receive them in the monthly newsletter.
Synergy and engagement
What assessment can be made after the program had been in place for a year and a half? The results, we are told, cannot be quantified concretely. One thing is certain: it has a positive impact on the work atmosphere, on how people feel valued and on everyone's level of engagement.
Usually, managers are caught up in a whirlwind and a lack of time is common. Imagine when one of them takes the time to write their appreciation about an employee.
“It has an undeniable ripple effect to recognize someone's effort and work. At the same time, you celebrate talent, innovation and engagement,” lists Ms. Lavoie.
“Recognition has an impact on the burnout rate that is soaring in the workplace. In our case, when I see the reactions of our employees who are so happy to receive the Bravo Charlie… no salary can replace that.” Sylvie LavoieDirector of human resources, Québec City Jean Lesage International Airport
Rewards
After earning 10 Bravo Charlie mentions, employees are rewarded with a pin and a perk:
- chair massages;
- lunches with their immediate manager;
- a visit to the control tower;
- the chance to watch the spectacular snow clearing of the airport runway.
“Recognizing someone's work means that we are being cared for. It is a bit like an athlete who wins the gold medal after the effort,” adds director of human resources Sylvie Lavoie, who is also very proud of the participation rate of the 170 employees in this recognition program that deserves to be known by other companies.
An exceptional workplace
Québec City Jean Lesage International Airport (YQB) already undertakes various actions in order to be recognized as an employer of choice.
One example? The organization surveys employees every week to find out their level of satisfaction and engagement. It also offers Cardio Express sessions as well as conferences and activities related to safety, health, security and the environment.
In March 2018, the organization received the Exceptional Workplace award, in the medium-sized non-profit organization category, from Morneau Shepell and The Globe and Mail during the second edition of the award.
About Québec City Jean Lesage International Airport (YQB)
YQB is managed by Aéroport de Québec inc., the responsible private corporation which, since November 1, 2000, has handled the management, operation, maintenance and development of Québec City Jean Lesage International Airport. More than a dozen carriers offer numerous air links to North America, Central America, the Caribbean, Mexico and Europe, including daily service to the main hubs of northeastern America.
Your turn to create a workplace recognition program
Québec City Airport built its own guide to set up its employee recognition program. We hope you will find the inspiration you need to create a winning program!
Download the guide created by the airport