Touchpoint managers act between hirarchies: bridge builders between top and bottom

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The world of work has changed indisputably. She has become more collaborative and more connected. The shaping of a corresponding corporate culture plays an increasingly important role. For this purpose, a new job was created: the internal Touchpoint Manager. touchpoint management

Here writes for you:


Anne M. Schüller's Profile anne-m-schueller_portrait-mit-hutAnne M. Schüller is a management thinker, keynote speaker, business coach and multiple award-winning bestselling author. She has repeatedly been named Top Voice by the business network LinkedIn.


From the author:






Touchpoint Manager: Link in the Company

As a link between the organization, employees and the management, the internal touchpoint manager is responsible for business-related issues and the well-being of people.

He cares about the physical, mental and emotional fitness of the company, so that their performance remains at its peak.

Touchpoint managers are strategic and operational

This function has both strategic and operational components. This is why she is much more than just a little coworker.

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In times of talent scarcity and social media talk, it can make a decisive contribution to the future of a company.

Between the Hirarchien: Bridge builders between top and bottom

In this respect, an internal Touchpoint Manager needs the absolute backing of the management, because his way is bumpy and he does not always make friends.

Anyone who is on the road as an athlete of the interests of the employees, inevitably, also covers maladministration. An internal touchpoint manager is an advocate of the employees and bridge builders between up and down.

More than employee stroking: The possible task field

  • Office organization and office life
  • Employee events and social projects
  • Sports and health programs
  • Initiate employee surveys
  • Prevention of employee turnover
  • Involvement in employee selection
  • Onboarding and offboarding
  • Exit interviews and pastoral care
  • Supervision of employer rating portals
  • Heart box, good soul, mediator
  • In-house ideas management
  • Moderation of internal touchpoint projects
  • Networking all beyond department boundaries

Requirements profile Touchpoint Manager: Generalist with mature personality

In this respect, the internal Touchpoint Manager is generalist. He has a mature personality, which is at the same time binding and sensitive, but also analytical and structuring.

The applicant should be able to work in an interdisciplinary manner and be familiar with both management and HR topics.

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Why a touchpoint manager? Between all disciplines

He needs psychological knowledge and coaching skills. He is moderator, networker, communicator and diplomat in one person. He must be passionately convinced of the usefulness of his function in order to be able to convince. The Collaborator Touchpoint Management process can be used to systematize this task.

Communities need systems of order and also develop hierarchies. The clarification of the hierarchy within a group is necessary and therefore enjoys a high priority. In business interaction, however, this is usually exaggerated. The excesses of power and the overarching hierarchy are above all a hindrance in our new business world - and sometimes even deadly.

Recognize Hirarchies: To probe the status

If two people meet, then they will - and this happens completely unconsciously - first explore their status. Among other things, the following questions are checked:

  • Is the other more powerful, more attractive, more influential, more intelligent, more prosperous, or poorer than I am?
  • Is he able to take away the woman / man?
  • What is his social reputation?
  • Is he threatening my territory or workplace?
  • How do I know if he is above or below me?

Correctly interpret subtle gestures of power

Usually, such a status comparison is subtle and hardly perceptible: the form of the welcome ritual, the intensity of the eye contact, the gesture's gesture, the proportion of speaking time.

High voices attest to devotion, the “chest tone of conviction” demands respect. Basses earn more on average than tenors in their jobs. Squeaky voices, our brain says, just want to play, strict faces and sonorous voices are serious.

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Power Imbalance: The consequences of high status and low status

High status instructs without asking. Low status listens without saying anything. And when "lower ones" speak, their clues are irrelevant. Superiors need signs of power and also signs of devotion in order to be sure of their status sovereignty at all times.

Submission signals are a soft voice, an evasive look, a side-sloping head, self-indulgence, a submissive smile, a timid apology. Such gestures produce bite inhibition.

About perceived and institutionalized hierarchies

Research has shown that if you win a fight, your testosteronespiegel continues to rise, while he immediately goes into the basement of the loser.

In order for groups to remain viable, there is this subservience automatism - even today. And above all in male packs, this applies: Only when the status question is resolved, rest comes. And only then can one take care of Sachthem.

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