Flexible Working: The Danger of “Face Time” as a Performance Metric

Flexible working has become a cornerstone of modern workplaces, providing opportunities to foster diversity and inclusion (D&I) while addressing the evolving needs of a diverse workforce. However, while its advantages are clear, flexible work also presents challenges that can undermine its effectiveness, particularly when traditional performance metrics, such as "face time," come into play.

This article explores the benefits and drawbacks of flexible working for D&I, examines the pitfalls of relying on in-person visibility to measure performance, and provides strategies to find the right balance for employees and organisations alike.

The Pros of Flexible Working for D&I

1. Improves Accessibility for Diverse Talent Flexible work arrangements—such as remote work and adaptable hours—expand the talent pool to include individuals with disabilities, carers, and those in remote or rural areas.
2. Supports Gender Equality Flexible working removes traditional barriers for women, who often shoulder caregiving responsibilities, enabling them to maintain workforce participation and pursue leadership opportunities.
3. Fosters Inclusion Across Generations Employees at different life stages benefit from flexibility: younger employees may seek better work-life balance, while older workers can manage phased retirements or caregiving roles.
4. Reduces Bias in Recruitment and Retention Flexible roles open doors for individuals who might otherwise face barriers in rigid, on-site environments, promoting equity in hiring and retention.
5. Enhances Mental Health and Wellbeing Giving employees more control over their schedules reduces stress and fosters a culture of trust and inclusion.

The Cons of Flexible Working for D&I

1. Proximity Bias and “Face Time” Culture Employees who work remotely or on flexible schedules may be unfairly judged as less committed or productive compared to their in-office counterparts, leading to fewer promotions, opportunities, or recognition.
2. Uneven Access to Resources Not all employees have equitable access to technology, stable internet, or suitable home workspaces, which can widen disparities.
3. Risk of Isolation Remote work may weaken collaboration and reduce social connections, which can be especially detrimental for underrepresented groups who already face workplace marginalisation.
4. Managerial Challenges Without proper training and systems, managers may struggle to equitably implement flexible work policies, exacerbating perceptions of favouritism.
5. Difficulty Measuring Impact Assessing whether flexible work is advancing D&I goals—or unintentionally creating new barriers—requires robust metrics and regular review.

The Danger of “Face Time” as a Performance Metric

One of the biggest pitfalls of flexible working is the reliance on "face time" to measure performance. This outdated approach assumes that productivity is linked to physical presence in the office, creating anxiety for managers who may feel disconnected from their teams.

Why Face Time Fails:

• It undermines trust, as employees feel pressured to "show up" rather than focus on outcomes.
• Remote workers may be unfairly overlooked for opportunities, regardless of their contributions.
• It fosters micromanagement, which can erode team morale and productivity.

The Impact on Managers: Managers accustomed to in-person oversight may struggle to adapt, worrying that flexibility equates to a loss of control or declining performance. This anxiety can lead to overcompensation, such as excessive check-ins or reliance on proxy metrics like online availability.

Managing Performance with Strong KPIs

To overcome the pitfalls of face-time culture, organisations need robust performance management systems centred on clear Key Performance Indicators (KPIs) and measurable outcomes. Here’s how:

1. Define Clear KPIs: Develop KPIs that are specific, measurable, and aligned with individual roles and organisational goals. Focus on outputs, not hours logged or physical presence.
2. Foster Transparent Communication: Clearly communicate performance expectations and ensure employees understand how their contributions are measured. Transparency reduces uncertainty and builds trust.
3. Leverage Technology for Tracking: Use performance management tools to monitor progress, provide feedback, and recognise achievements. These tools can help managers maintain visibility without resorting to micromanagement.
4. Train Managers to Lead Remotely: Equip managers with training on leading distributed teams, setting outcome-based goals, and fostering accountability.
5. Prioritise Regular Check-Ins: Schedule structured one-on-one and team meetings to discuss progress, challenges, and goals. These sessions provide clarity while maintaining connection and inclusion.
6. Celebrate Results, Not Attendance: Shift workplace culture to reward achievements and contributions, emphasising impact over physical presence.

Finding the Right Balance

Flexible working has the potential to revolutionise workplaces by advancing diversity and inclusion, but achieving this requires a thoughtful approach. By addressing challenges such as proximity bias and equipping managers with the right tools and training, organisations can create equitable environments where flexibility thrives.

Flexible work isn’t about where employees work—it’s about empowering them to deliver their best. When designed intentionally, flexible policies can unlock the full potential of a diverse workforce while fostering trust, inclusion, and innovation.