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Engaged @ Work Human Resources & OD Consultation. Top Executives Staff Engagement: Proof of Effective Leadership. GeGe Beall Owner, Engaged @ Work [email protected] Our Communication. I Am Here For. About the Research & Statistics.

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Top Executives Staff Engagement: Proof of Effective Leadership

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Engaged @ Work

Human Resources &

OD Consultation

Top ExecutivesStaff Engagement:Proof of Effective Leadership

GeGe Beall

Owner, Engaged @ Work

[email protected]


Our Communication


I Am Here For


About the Research & Statistics

Compare your business IN, rather than comparing it OUT


Terms

Employees

Staff


Terms

Supervisor

Line Manager

Manager


Great Customer Service is Great for Your Business

=


Which of These Has the Greatest Influence on Business?

Staff Engagement

Financials

Customer Service


According to Research

Financials

Customer Service

Staff Engagement


Staff

No Customers


Why I’m In This Field


Agenda

  • What is Staff Engagement

  • The impact of SE on your business

  • The impact of the line manager

  • Methods to improve staff engagement

  • What the Line Managers will learn

  • Discussion


“If you are not happy with your job, you are not happy with your life.”

~ GeGe Beall


Why Not “Employee Satisfaction”?

  • Staff can be “satisfied & still not care!

  • Satisfaction is too low a standard


Employee Engagement

  • Genuine caring about organization

  • Committed with hearts & minds


Why Should You Care?


You Have An Ideal Situation!

The Unemployed

Your Staff


You Have Employees Like These?


We Forgot to Engage Them!


If You Are Not Engaging Your Staff, You Are Not Reaching Your Potential or Theirs!


Research by Gallup, Hewitt, et al.

Higher Employee Engagement =

Theft

Turnover

Employee Injury & Disability

Absenteeism

Job Stress

Pot Stirring

Morale

Quality

Productivity

Customer Sat

Readiness for Change

Revenue Growth, ROI, Cash Flow


Turnover


Link Between Engagement & Customer Satisfaction

  • Companies with highly engaged staff had customer satisfaction scores that were 56% higher than those with highly disengaged staff


Link Between Engagement & Profitability

$200,000

1 Point

Engagement

Profitability

Institute for Employment Studies


Link Between Engagement & Profitability

  • Companies with “high morale” financially outperformed their industry counterparts by 20%

2002, David Sirota, et. al.


Link Between Engagement, Customer Satisfaction, & Profitability

  • Companies with engaged employees have customers who use their products more often, resulting in greater profitability including employees who do not have direct contact with customers.

"Linking Organizational Characteristics to Employee Attitudes and Behavior,” The Forum for People Performance Management & Measurement


Staff Engagement is Key to Your Success!

Customer

You

Staff


Who’s Job is it Exactly to Engage Staff?

The Company

The Top Executives

The Line Manager

The Staff (engage themselves)


Staff Engagement is About Leadership’s Relationship with Staff

  • If there is no relationship, there is no engagement

  • If the relationship is neutral or negative, there is no engagement


Quiz: Who has the biggest impact on Staff Engagement?

The Company Itself

The Top Executives

The Manager/Direct Supervisor

The Employee

Why?


Research: Line Managers “Trump” The Company Every Time

The Manager:

  • Pervades the work environment & sets culture

  • Sets schedule & work expectations

  • Hires co-workers

  • Rewards the staff or doesn’t

  • Deals with work issues or doesn’t

  • Evaluates performance

  • As a staff member, my day is determined by my manager


Research By Gallup:

  • Employee may join a company for benefits & reputation

  • But how long she stays & how productive she is, is determined almost exclusively by relationship with manager


“It is better to work for a great manager in an old-fashioned company than for a terrible manager in a company offering an enlightened employee-focused culture.”

- First, Break All the Rules, p.34.


How Are The Line Managers?

What Are You Doing to Engage Them?

How Are They Treating the Staff?


Top Executives

Line Managers

Staff

Your Customers


While It is The Line Manager Who Has the Most Direct Impact, It is the Top Leaders Who Set the Tone


Differentiating Your Staff

  • Engaged Staff

    • High Performers

  • On-the-Fence

    • Medium Performers

  • Actively Disengaged

    • Poor Performers


Your Job

Keep Her Engaged

Convert Him

Convert Him or Get Him OUT!


Discussion


Improving Staff Engagement


The Good News?


Treat All Your Employees Like High Performers


Treat Staff Like High PerformersSelf-Fulfilling Prophecy

The Theory:

  • You’ll get exactly what you expect


Treat Staff Like High PerformersSelf-fulfilling Prophecy (continued)

  • How Do We Communicate Our Expectations?


Improve Communication


Communication

Excellent

Poor

Frustration at every level

Poor decision making

Lower productivity

Waste & rework

Employee turnover

Poor customer outcomes

Staff make up information

  • Greater employee engagement

    • #1 factor employees want

  • Less turnover & absenteeism

  • Reduced stress & greater cooperation

  • Less gossip

  • Greater productivity

  • Positive impact to the bottom line


Key Points to Any Message“Know-Feel-Do”

  • Know

    • What do you want me to remember?

  • Feel

    • Show me you care about my needs

  • Do

    • Be clear about what I’m supposed to do next (Do)


Monthly Staff Meetings

  • Hold sessions so all/most can attend

  • Have a standardized agenda

  • Include “around the room” (staff voice)


Hold 5 Minute Stand-ups

  • VERY effective

    • Required @ Disney & Ritz-Carlton

    • Theatre-before every show

  • Gather before shift to give the lowdown

    • Overview of your dept

    • Any supply or equipment issues

    • Call-ins

    • Ask staff for any input

  • Quick is key


What’s the number one way to improve communication?

Getting to Know Each Staff Member on a Personal Basis


Get & Use Ideas From Staff

  • Ask for input in your staff meetings

  • Problem Solving Teams

    • Identify Problem

    • Identify Possible Solutions

    • Research

    • Make Recommendations to Top Execs

  • Suggestions Boxes


Rewarding & Recognizing Staff


“Whether you are big or small, you cannot give good customer service if your employees don’t feel good about coming to work.”Martin Oliver, MD

Kwik-Fit Financial Services

.


Recognize Tenure Milestones


Staff Member of the Month/Quarter

Benefits:

  • Creates a “hero” amongst us

  • Gives staff concrete examples of what makes an employee outstanding

  • Gives everyone a reason to be proud

    • Connects back to purpose & worthwhile work


Top Five Workplace Incentives

  • Personal thanks from manager

  • Written thanks from manager

  • Promotion for performance

  • Public praise

  • Morale-building meetings

    • Having fun, pot-luck

Source: Dr. Gerald Graham, Wichita State University


More Than Anything Else, People Want to Know That You Appreciate Them & That You’ve Noticed That They’re Doing a Good Job!


Managing Low Performers


“Great vision without great people is irrelevant.”

~Jim Collins, “Good to Great”,2001


2006 Study

70,035 employees

Across 116 different organizations


Managing Low Performers

  • 87% of employees say that working with a low performer has made them want to change jobs

  • 93% said that working with a low performer lowered their own performance

    YET:

  • Only 17% of middle managers say they feel comfortable improving or removing low performers

**Reported in BusinessWeek, Modern Healthcare, Harvard Management Update, Entrepreneur, Nursing Management.


Follow-Up Survey: 6,241 Employees

What Makes Someone of Poor Performer?”

Top 5 Characteristics”

  • Negative Attitude

  • Stir Up Trouble

  • Blame Others

  • Lack Initiative

  • Incompetence

  • Note: issues overwhelmingly focus on personality rather than skills.


If They’re Sooooo Unhappy, Why Don’t The Toxic Leave?

  • Their goal is to undermine & contaminate the organization.

    • Why miss work when there’s so much toxic work to do?

  • They have been rewarded for their negativity

    • Pay increases, good evaluations, promotions, seniority

  • If no one has stopped them, their behavior must be fine


Case Study: Hospital A


Case Study: Hospital A


Case Study: Hospital B


Case Study:Hospital B


Case Study:Hospital C


Case Study:Hospital C


“If companies hope to keep their best employees, they have to dump their worst…If low performers start dictating the company’s culture--productivity, quality, and service will decline precipitously, and high performers will avoid your company like the plague.”

--Mark Murphy, CEO


“What You Permit,

You Promote.”  

~Liz Jazweic

Healthcare Consultant


Have Fun!


Have Fun

  • Top 5 favorite way for staff to be recognized

  • Light hearted awards

  • Food

  • Leaders dress in theme & serve staff

  • Challenge another department to a fun competition

  • After work events

  • Celebrate birthdays, anniversaries, & special achievements


Hardwiring Fun

  • It won’t “just happen”

  • Need a Fun Action Plan

  • Ask staff for input

  • How many events per year? Monthly? Quarterly?

    • Put it on your calendar


Agenda for Line Managers

  • Everything You’ve Learned

  • What Does Staff Want

  • Impact of Leadership Style on Engagement

  • More details about how to improve staff engagement

  • How to create & survey staff


Discussion


Blagodaram!


Engaged @ Work

Human Resources &

OD Consultation

Staff Engagement:Proof of Effective Leadership

GeGe Beall

Owner, Engaged @ Work

3612 Riverdowns North Drive

Midlothian, VA, USA

[email protected]

804-464-1312


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