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GCSE, AS, A-Level
AQA, Edexcel, OCR, IB

Last updated 22 Mar 2021

Empowerment is giving employees the power to do their job.

The concept of empowerment is closely linked to motivation and customer service. Employees need to feel that their actions count – and empowerment is about making this happen.

Empowerment is a catch-all term that covers:

  • Giving authority to make decisions to front-line staff (e.g. hotel receptionist, call centre assistant)
  • Encouraging employee feedback
  • Showing more trust in employees

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