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A r o u g h g u i d e t o
Employee Engagemen
t
S o , w h a t i s
Employee Engagement?
What is Employee Engagement?
It can be seen as a combination of commitment to the organisation & its values plus a willingness to help out colleagues (organisational citizenship)It goes beyond job satisfaction & is not simply motivationEngagement is something that the employee has to offer and cannot be ‘required’ as part of the employment contract. Simply put, it is…
The extent to which people feel personally involved in the success of a business…
Dis-engagement? We know it when we see it!
Transactional to transformational
Transactional engagementAct on feedback from surveySet of activities and targetsReactive engagementIs an add on, separate activityNot integral to businessSet of transactions
Transformational engagement;A way of doing businessEmployees are integral
Pro-activeInsight regularly sought, harnessed and acted on
Integrated
“Employee engagement is the difference that makes the difference – and could make all of the difference” MacLeod review
W h a t c a n
Employee Engagement achieve?
The business case
Happy Employees
There are proven benefits to both the business and the employee
Happy Customers
Less Absenteeism
Customer Loyalty
Employee Loyalty Greater Productivity Ability to attract high quality staff
Ability to win new customers
Sears employee customer profit chain
5 pt. Increase in employee attitude
1.3 Increase in customer satisfaction
0.5 Increase in revenue growth
Does it matter?
Glassdoor – ignore it at your perilStarbucks Barista in Falls Church, VA: (Past Employee - 2009) “Good First Job”Pros - Fun environment, cool people, get to meet and talk with a lot of regular customers, never boredCons - tiring, at times stressful, not paid enough for work that they doAdvice to Senior Management: Need to pay employees more
Company rating 3.4 / 5 based on 788 ratings
Employee Engagement delivers Return on Investment
A reduction in call centre attrition from 41% to 22% in just one year, saving over £370,000Increased cross-sales contribution of over £6 millionA reduction in absence saving over £250,00087% of staff making a voluntary commitment to take a 10% pay cut to ensure their business survived these tough timesA movement from -14 to +28 net promoter score (customer advocacy) in one year,An increase in engagement survey response rates from 50% to 94%Improved survey scores e.g. recommend this as a good place to work 24% to 89% in 12 months
Some questions for you…
What is your definition of employee engagement?
Why are you focusing on it?
For what purpose?
So what are your goals and outcomes?
Employee Engagement – how do you do it?
Engage For Success EnablersStrategic narrative – a clear, compelling narrative of where the organisation is going and whyLine Management – employees know what is expected of them, feel appreciated, are given autonomy and receive trainingEmployee Voice – the employee voice is offered and heard up and down the organisation, people feel their voice countsIntegrity– most organisations espouse values, all have behavioural norms. Any gap results in is distrust and trust is at the heart of employee engagement
People Lab Engagement Elements
CHANGE
DIALOGUEINVOLVELEAD
SUSTAIN
Does this sound familiar?
The results?Dwindling response ratesLack of buy-inCynicism, low trustNo real change achievedLow ROI
survey black holeaction plan
Is it time for a change?
Time for a new approach – but what does this look like?
• 17
What can we learn from
positive psychology?
Focus on the (positive) psychology of engagement
The current paradigm:
Work harder
More Success
Win/ happier
But this formula is scientifically broken
1. Every time we have a success the goalposts change. We reach our sales targets, we get set higher targets
2. So we’re continually pushing happiness over our cognitive horizon
3. And in fact…. The opposite is true – positive brains perform significantly better than negative, neutral or stressed brains
4. So if we focus on creating happy, positive brains we are more successful
5. Research shows increases in intelligence, creativity and energy
6. This translates into business outcomes
Positive thinking
Lyobomirsky 2005 found:
– 31% increase in productivity
– Improved resilience
– Less burnout
– Less employee turnover
– Increased sales -37%
– When your brain is in a positive state it performs better
then in a neutral, negative or stressed state
Why is this?
The formula is the wrong way round
Work harder
More Success
Happier/ +ve
• Being in a positive brain state releases Dopamine
• This makes you feel happier
• But it also turns on all your learning centers in your
brain
Creating a positive lasting change
You can rewire your brain by doing the following everyday for
21 days:
– 3 gratitude's each day
– Journaling
– Exercise
– Meditation
– Random acts of kindness
This will help train your brain to scan for the positive rather
than the negative
Discovery“the best of
what is”Appreciating
Destiny“How will we
get there”Sustaining
Design“What should
be”Co-constructing
Dream “What could
be”Envisioning
Definition“what frames our inquiry”
Framing
Affirmative topic choice
Appreciative Inquiry “5-D” Cycle
SEE THE DIFFERENCE
BE THE DIFFERENCE
SHAPE THE DIFFERENCE
IMAGINE THE DIFFERENCE
CHANGE
The employee engagement toolkit
Bringing it to life – Everest case study
Low survey participation Lack of trust
Need to reduce costs
Challenging trading
conditions
the situation at Everest
the change?to transform Everest into a great place to work
Action workshop
with champions
Leaders action
workshops
All employee action
workshops
• Quick wins• Activity happening immediately • Employees making it happen
Involving employees in creating a great place to work
Did it work?
87% of employees voluntarily signed a consent form to reduce salaries if required –potential £1.2 million savingSurvey response rates increased from 50% to 94%Improved engagement scores across the boardContribution towards £2.5 million reduction in operating costs Volume of local activity focusing on reducing costs and increasing salesAn example of best practice, finalist CIPR Pride awards and Personnel Today awards
Engaged, positive, happy people! O u r e x p e r i e n c e h a s s h o w n u s t h a t h a p p y p e o p l e m a ke w o r k p l a c e s b e t t e r f o r E V E RYO N E - e m p l o y e e s , c u s t o m e r s , b u s i n e s s e s & s o c i e t y.
The only question is…
Why wouldn’t you take engagement seriously?
THANK YOU!
Fancy a chat?
Call Emma on 07595465515, or send your emails to [email protected].