Click here to load reader
Upload
iantetlow
View
911
Download
2
Tags:
Embed Size (px)
Citation preview
CIPD 2013 1 of 45
Engaging People
Which Approaches Work Best?
Dr George Sik
eras ltd
CIPD 2013 2 of 45
When it comes to engaging people, it’s
not a ‘one size fits all’ solution – it’s
strictly horses for courses
CIPD 2013 3 of 45
So what seems to work in the
following areas…?
• Customer Service
• Education
• Finance & Administration
• Management
• Healthcare
• IT
• Production
• Sales & Marketing
• Technical
…and, of course, good old HR!
CIPD 2013 4 of 45
How different are the Public and Private
Sectors?
CIPD 2013 5 of 45
CIPD 2013 6 of 45
We chose to look at approaches to
Leadership and to Conflict
CIPD 2013 7 of 45
Leadership
The Commander: Listen to me!
CIPD 2013 8 of 45
The Democrat: I speak for the
people!
Leadership
CIPD 2013 9 of 45
The Driver: Give me 110%!
Leadership
CIPD 2013 10 of 45
Leadership
The Motivator: Ask not what I can do for
you…
CIPD 2013 11 of 45
Leadership
The Pragmatist: Give us the tools and
we’ll finish the job!
CIPD 2013 12 of 45
Leadership
The Visionary: Here’s my idea…
CIPD 2013 13 of 45
Conflict
Avoidance: ‘Sort it out amongst yourselves!’
CIPD 2013 14 of 45
Conflict
Competition: ‘You get nothing for coming
second!’
CIPD 2013 15 of 45
Conflict
Compliance: ‘Anything you say!’
CIPD 2013 16 of 45
Conflict
Conciliation: ‘Give a little, take a little…’
CIPD 2013 17 of 45
Conflict
Co-operation: ‘Let’s work together!’
CIPD 2013 18 of 45
But out of all these ways of behaving, what
seems to work best where?
Remember the categories:
• Customer Service
• Education
• Finance & Administration
• Management
• Healthcare
• HR
• IT
• Production
• Sales & Marketing
• Technical
CIPD 2013 19 of 45
The Commander: Listen to me!
CIPD 2013 20 of 45
Commanders predominate in Management
and in Sales & Marketing
They are rare in Customer Service, Finance
& Administration, Healthcare and IT
CIPD 2013 21 of 45
The Democrat: I speak for the
people!
CIPD 2013 22 of 45
Democrats predominate in Customer
Service, Education and Healthcare
CIPD 2013 23 of 45
The Driver: Give me 110%!
CIPD 2013 24 of 45
Drivers predominate in Sales & Marketing
and are rare in IT
CIPD 2013 25 of 45
The Motivator: Ask not what I can do for
you…
CIPD 2013 26 of 45
Motivators predominate in Customer
Service, Education and Sales & Marketing
CIPD 2013 27 of 45
The Pragmatist: Give us the tools and
we’ll finish the job!
CIPD 2013 28 of 45
Pragmatists predominate in Finance &
Administration and Technical roles.
They are rare in Customer Service,
Education, Healthcare and HR
CIPD 2013 29 of 45
The Visionary: Here’s my idea…
CIPD 2013 30 of 45
Visionaries neither predominate nor are rare
in any areas we have examined. I guess they
are ‘one offs’!
CIPD 2013 31 of 45
Avoidance: ‘Sort it out amongst yourselves!’
CIPD 2013 32 of 45
Avoidance is common in Customer Service,
Education, Healthcare, HR and IT
It is rare in Management
CIPD 2013 33 of 45
Competition: ‘You get nothing for coming
second!’
CIPD 2013 34 of 45
Competition is common in Management
It is rare in Customer Service, Education
and Finance & Administration
CIPD 2013 35 of 45
Compliance: ‘Anything you say!’
CIPD 2013 36 of 45
Compliance is common in Customer
Service, Education and Finance &
Administration
It is rare in Management
CIPD 2013 37 of 45
Conciliation: ‘Give a little, take a little…’
CIPD 2013 38 of 45
Conciliation is common in Customer
Service, Education, Healthcare and HR
CIPD 2013 39 of 45
Co-operation: ‘Let’s work together!’
CIPD 2013 40 of 45
Co-operation is common in Customer
Service, Education, Healthcare and HR
It is rare in Technical roles
CIPD 2013 41 of 45
As for differences between the
Private and Public Sectors…
Very little stands out in the Private Sector,
which may not be surprising, given the
diversity of company sizes, roles and
cultures.
However, it DOES seem that there is a very
noticeable Public Sector culture…
CIPD 2013 42 of 45
The Public Sector is especially likely to sort out its
differences using Co-operation and Conciliation (NOT
Avoidance, in case you were wondering – in fact, that’s
a little more common in the Private Sector!)
It has more than its fair share of Democrats but is very
short on Pragmatists
CIPD 2013 43 of 45
One final thought: because these different ways of
behaving predominate in different areas, it is natural to
think of them as being routes to engagement in those
areas.
However, it’s important to remember that just because
something occurs frequently, that doesn’t necessarily
make it successful. What we see every day, isn’t
necessarily good.
CIPD 2013 44 of 45
CIPD 2013 45 of 45
Thank you