WELCOME TO SIX EXPERTS – ONE MISSION

Allan Mackintosh Employee & Customer Engagement From the First Meeting

Easy to Understand & Use? Maslow’s Hierarchy of Needs Alderfer’s ERG Theory McClelland’s Needs Theory Herzberg’s two-factor model McGregor’s X & Y Theory Process Cognitive Theory Expectancy Theory Goal Theory Reactance Theory Equity Theory Attribution Theory Vroom’s Theory…etc…etc…etc…etc.

Maslow’s Hierarchy of Needs

Alderfer’s ERG Theory

McClelland’s Needs Theory

Herzberg’s two-factor model

McGregor’s X & Y Theory

Process Cognitive Theory

Expectancy Theory

Goal Theory

Reactance Theory

Equity Theory

Attribution Theory

Vroom’s Theory…etc…etc…etc…etc.

Clarity & Understanding Expressing Opinions, Hopes, Fears, Ideas, & Concerns Having Choices & Freedom to Choose Feeling Valued & Rewarded DIAMOND-MOTIVATION™

Putting PACE™ into Engagement P ERSONALITY A GREEMENT C OLLABORATION & COACHING E NCOURAGE & SUPPORT

Key Points to Consider For Engaging Employees Contract with your Employees from the start. Give your people a voice. If you listen, Moans and Groans will lead to Ideas and Innovation! Performance Coaching produces clarity, understanding, and allows expression while providing choice and encouraging responsibility and accountability. Make your people Feel Valued! Listen!

Contract with your Employees from the start.

Give your people a voice. If you listen, Moans and Groans will lead to Ideas and Innovation!

Performance Coaching produces clarity, understanding, and allows expression while providing choice and encouraging responsibility and accountability.

Make your people Feel Valued! Listen!

Key Points to Consider For Engaging Customers All customer facing people aware of own style and able to identify and adapt to the customer’s style. Encourage ‘contracting’ with long term customers. All customer facing employees to be trained in coaching skills? Never forget long term customers!

All customer facing people aware of own style and able to identify and adapt to the customer’s style.

Encourage ‘contracting’ with long term customers.

All customer facing employees to be trained in coaching skills?

Never forget long term customers!

THANK YOU! www.pmcscotland.com [email_address]

THANK YOU!

www.pmcscotland.com

[email_address]