How to Drive Business through Employee Engagement

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  • Employee Engagement is a measurable degree of an employee’s positive or negative emotional attachment to their job, colleagues, and organization that profoundly influences their willingness to learn and perform at workEngagement vs. SatisfactionA satisfied employee might be perfectly content to punch in and out, performing his assigned job and nothing more.  Alternatively, an engaged employee is emotionally invested in the success of her organization and brings a certain level of passion and commitment to her job.  An engaged employee looks for meaning in her work and strives for a legacy of achievement.  As Towers Watson executive Abhishek Mittal puts it, it’s the difference between a one-way street (what can you do for me) and a two-way street (what can you do for me and what can I do in return.)  
  • Issues of Employee DisengagementI am sure most of you can think of a few examples of severely disengaged employees..They are often very negative, disruptive, they would spread rumors and discourage any new idea or initiative and are simply looking for an exit strategy or just come to work to collect a pay check..This is of course much worse when it’s a disengaged manager, who would do anything but motivate and engage their team members…Companies with this issue have a revolving door, where talent keeps going through and leaving because of the toxic environmentClients will soon start to sense this, and will start feeling disengaged and it will be extremely hard to maintain client loyalty when you have a toxic internal environmentActively disengaged employees are disruptive and negatively influence their peersLoss of key talentSevere client dissatisfactionSignificant impact on Organization’s bottom line
  • Before slide, intro poll – How frequently?Check existing surveys/data for sample metrics (i.e. graph, charts)Start with creating a baseline and create goals to improve the results..what are your engagement scores as an organization?Isolate your problem areas, whether it’s by functional unit or an engagement driver…it is important to establish trends Look at your employees as drivers of client engagementLink to customer engagementCommunicate …good, bad and ugly…your employees will respect you for that..Be shameless and ask for their help..we’ll discover why that’s powerful in the next few slides
  • Customers make decisions based on emotionEmployees who interact with customers have a significant impact on customer’s emotional engagementEmployee behaviours are also driven by emotionHaving an environment that helps employees identify their strengths and allows them to develop and innovate, directly impacts the customer engagement
  • Start with Role/Task..are you hiring based on fit? We all know that turn over is hugely driven due to personality misfit…understanding this, and understanig your employees strength and potential will help you achieve fit to role and or/taskTeam…do you know your team’s DNA? How do they interact with one another? What strengths they have? Who can compliment these strengths? And who would create more conflict than productivity? Understanding this will take care of the second elementManager- can you work with this person? And can this person learn and grow through this reporting relationship? Culture – if you’re culture is built around creating an entrepreunial organization, can you afford to only hire people who are great at following the rules rather than challenging the status quo?
  • Poll at end of slide – If you could choose one
  • Start from your recruitment process: most critical is to hire good managers who can spot strengths rather than weaknesses, then start hiring for the fit..Incorporate behavioral assessments to assess fit and help develop employee strengths Get intimate with your business problems..and hire the right people who can help you address themGet your strategy right..stop the guessing game and start focusing on business outcomes..and remember what doesn’t get measured doesn’t get achieved..measurement at individual, team and organization level with clear accountabilities
  • Start from your recruitment process: most critical is to hire good managers who can spot strengths rather than weaknesses, then start hiring for the fit..Incorporate behavioral assessments to assess fit and help develop employee strengths Get intimate with your business problems..and hire the right people who can help you address themGet your strategy right..stop the guessing game and start focusing on business outcomes..and remember what doesn’t get measured doesn’t get achieved..measurement at individual, team and organization level with clear accountabilities
  • This is a proven way to drive your bottom line…Engaged employees simply care more and will find innovative ways to keep your clients happy
  • How to Drive Business through Employee Engagement

    1. 1. For audio, it is recommended you dial in A copy of the slides + recording will be available post webinar AUDIO: 1-877-668-4493 Access Code: 667 614 057 Event Password: 1234 WebEx Support: 1-866-863-3910 How to Drive Business through Employee Engagement December 5, 2012Presented by: Maysa Hawwash, National Manager – Talent Management Solutions
    2. 2. Agenda• What is Employee Engagement• The Engagement Factor• Metrics• Customer Engagement• Fit• How to Drive Employee Engagement
    3. 3. What is Employee Engagement? Engagement Vs. Satisfaction 3
    4. 4. The Engagement Factor 4
    5. 5. Cost of Disengagement• Actively disengaged employees are disruptive and negatively influence their peers• Loss of key talent• Severe client dissatisfaction• Significant impact on Organization’s bottom line 5
    6. 6. Metrics• Ratio of engaged vs. non-engaged employees – Measured over a period of time – Look at business unit, team, or country scores – Measure favourable scores as well as unfavourable scores• Focus hugely on customer interacting employees• Measure customer engagement• Communicate results openly to employees 6
    7. 7. Metrics 7
    8. 8. Employee Engagement = Customer Engagement• Emotional decision-making• Emotional engagement• What drives employee behaviour?• Environment directly impacts customer engagement 8
    9. 9. The Importance of FitAre you looking for the right fit when hiring? Fit with culture Fit with Manager Fit with the team Fit within Role or task 9
    10. 10. What Drives Engagement?1. Knowing what’s expected at work2. Having the tools needed to perform work3. Having the opportunity to leverage one’s strengths4. Recognition5. Feeling supported6. A mentor or a coach 10
    11. 11. What Drives Engagement?7. Being heard8. Sense of importance of the job performed9. Commitment of co-workers to quality work10. Frequent and relevant feedback on work performance11. Having a friend or a trusted confidant12. Opportunities to learn and grow 11
    12. 12. How Can You Drive EngagementIt’s a continuous process that requires involvement andcommitment across all levels within an organization: Get intimate Align your Get your with your recruitment strategy right business process – it’s problems all about FIT 12
    13. 13. How Can You Drive EngagementIt’s a continuous process that requires involvement andcommitment across all levels within an organization: Be transparent Get smart with Grow talent about what communication from within you’re doing 13
    14. 14. Critical Skill• Recognize strengths of individuals and teams and align them with your organization’s goals. 14
    15. 15. Special OfferImprove employee engagementand align individual/team goalswith that of the organization,using Drake’s P3 PersonalityAssessment tools. Contact Maysa and try it for free today! 15
    16. 16. Questions Drive Business Q&Athrough Employee with Maysa Hawwash, National Manager, Talent Management Solutions Engagement 16
    17. 17. Upcoming WebinarRegister at http://drake-webinars.comDecember 6, 12pm ESTA Business Guide to WorkplaceInspections, hosted by KathleenCollins – Health & Safety Manager,Drake International 17
    18. 18. Drake Mobile 18
    19. 19. Thank You for AttendingFor Questions please contact Maysa Hawwash mhawwash@na.drakeintl.com 416-216-1067 19

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