Leveraging Well-Being to Create a World Class Culture with Rosie Ward, PhD.


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Leveraging Well-Being to Create a World Class Culture with Rosie Ward, PhD.

  1. 1. LEVERAGING WELL-BEING TO CREATE A WORLD-CLASS CULTURE HP Live March 1, 2013 Rosie Ward, Ph.D., MPH, MCHES, Certified Intrinsic Coach® Health Management Services Manager, RJFWHAT WE PERCEIVE AS “WELLNESS” Low Number of Sick Days Regular Preventive Care Normal Cholesterol Healthy Weight Eating Fruits Physically Active Use alcohol in Manage Stress moderation Normal Blood Pressure Non-Smoker Normal Glucose Getting Enough Sleep Eating Vegetables Use Sunscreen Low Fat, High Fiber Diet Wear SeatbeltsMARSH & McLENNAN AGENCY LLC February 22, 2013 1 1
  2. 2. WHEN EMPLOYEES FEEL “UN-WELL” Company Doesn’t Care Pulled in too many directions at work & home No time for me OVERWHELMED Not enough Worried about resources layoffs Too much to do Co-workers Don’tFeel Trapped in my job Care Unrealistic Company Don’t like what All work and no play Demands I’m doingMARSH & McLENNAN AGENCY LLC February 22, 2013 2 Section 1 WHY CULTURE MATTERS The Link to Well-Being 2
  3. 3. ORGANIZATIONAL CULTUREMARSH & McLENNAN AGENCY LLCCULTURE IS CRITICAL!!! • Employee engagement scores haven’t improved much after years of effort ; Culture is the differentiator and what is missing. • If a culture works, everything works better. - (200 companies) “Positive” cultures grew average of 682% over 11 year study period compared to 166% for “Weak” cultures. - 2001 Field Study (UCLA): Departments behaving most consistently with company’s desired culture perform better financially than those without cultural buy-in.MARSH & McLENNAN AGENCY LLC 5 Source: Adrian Gostick & Chester Elton, All In: How the Best Managers Create a Culture of Belief and Drive Big Results (2012) 3
  4. 4. “Culture eats strategy for breakfast, operational excellence for lunch, and everything else for dinner!” ~Peter DruckerMARSH & McLENNAN AGENCY LLC 74 KEYS TO A WORLD-CLASSCULTURE • Trust: employees and management operate with the utmost integrity • Respect: employees and management feel valued • Effective Communication: clarity of vision, purposeful listening and meaningful messaging • Meaningful Relationships: employees and management view each other as valued partnersMARSH & McLENNAN AGENCY LLC 4
  5. 5. INDIVIDUAL WELL-BEING5 Universal, InterconnectedElements:• Career Well-Being• Social Well-Being• Financial Well-Being• Physical Well-Being• Community Well-Being MARSH & McLENNAN AGENCY LLC WELL-BEING CONSIDERATIONS• 66% of people thriving in 2 areas. • 70-100 = Thriving – Only 7% of people thriving in all 5 areas. • 40-69 = Struggling • <40 = Suffering• Struggling/Suffering people have 2x higher new medical costs due to disease burden (2008-2009) compared to those who are Thriving.• People with high quality friendships at work are 7x as likely to be engaged in their work. MARSH & McLENNAN AGENCY LLC Source: Rath & Harter (2010), The Economics of Wellbeing 5
  6. 6. LIFE EVALUATION & MEDICALCLAIMS Thriving Average 20% Lower Medical Costs 7.0 Struggling 4.0 Suffering Average 50% Higher Medical CostMARSH & McLENNAN AGENCY LLC Source: Gallup-Healthways Well-Being Index Community Survey and Wellmark Corporate Survey (2008)THE REALITIES OF WORKPLACESTRESS IN AMERICA • 39% of adults report increased stress over past year; 44% report increased stress over past 5 years. (APA, Jan. 2012) - Main sources of stress: Money (75%) , Work (70%) • 80% of workers feel stress on the job. (American Institute of Stress, 2011) • Workplace stress is as bad for the heart as smoking & high cholesterol. (JAMA, Oct. 2007) • 90% of all visits to primary care doctors are related to stress. (JOEM, Oct. 1998)MARSH & McLENNAN AGENCY LLC 11 6
  7. 7. COMPONENTS OF ACOMPONENTS OF A PSYCHOLOGICALLY HEALTHYPSYCHOLOGICALLY HEALTHYWORKPLACE WORKPLACE Work-Life Balance Employee Health & Well-Being Employee Safety Involvement Communication Employee Organizational Employee Growth & Functioning Recognition DevelopmentMARSH & McLENNAN AGENCY LLC Source: American Psychological Association (APA), Psychologically Healthy Workplace Program (PWHP)BENEFITS OF A PSYCHOLOGICALLY BENEFITS OF A PSYCHOLOGICALLYHEALTHY WORKPLACE HEALTHY WORKPLACE U.S. Average 2012 PHWA Winners 80% 70% 60% 50% 40% 30% 20% 10% 0% EE Turnover EEs Reporting EEs Intending to EEs Who Would EE Satisfaction Chronic Work Stress Seek Employment Recommend as Elsewhere Good Place to Work Source: American Psychological Association (APA), Psychologically Healthy WorkplaceMARSH & McLENNAN AGENCY LLC Program (PWHP); APA’s 2012 Work Stress Survey 7
  8. 8. A CULTURE OF BELIEF: Exponential Engagement Attachment to Engagedthe company & willingness togive extra effort A work Enabled environment that supports productivity & performance Individual Energized physical, social & emotional well-being at work MARSH & McLENNAN AGENCY LLC 14 Source: Adrian Gostick & Chester Elton, All In: How the Best Managers Create a Culture of Belief and Drive Big Results (2012)COMPETITIVE ADVANTAGE OF E + E + E 27.4% 3x HigherOperating Margin 14.3% 9.9% Companies Companies Companies with Low with High with High Engagement Engagement Levels of E+E+E MARSH & McLENNAN AGENCY LLC 15 Source: Adrian Gostick & Chester Elton, All In: How the Best Managers Create a Culture of Belief and Drive Big Results (2012) 8
  9. 9. LESSONS FROM ZAPPOS!• Focus on company culture as the #1 priority! - Culture dedicated to EE empowerment & delivering happiness through satisfied customers and valued workforce• Help employees grow personally and professionallyMARSH & McLENNAN AGENCY LLC 17MARSH & McLENNAN AGENCY LLC 9
  10. 10. Section 2 CAREER WELL-BEING The Trump Card for SuccessMARSH & McLENNAN AGENCY LLCWHAT IS BEING ASSESSED?1. Would you describe your work as monotonous?2. How satisfied are you with your job?3. How tense or anxious have you been in the past week? These three questions are part of a screening that is more than 80% accurate at predicting what?MARSH & McLENNAN AGENCY LLC 10
  11. 11. ENGAGEMENT CONTINUUM Enrolled Exponentially EngagedMARSH & McLENNAN AGENCY LLC 20 Source: Adrian Gostick & Chester Elton, All In: How the Best Managers Create a Culture of Belief and Drive Big Results (2012) ENGAGEMENT & PHYSICAL HEALTH ENGAGEMENT & PHYSICAL HEALTH Effect of Work Life on Health 2% 1% 1% 12% 22% 30% 39% 62% 54%25% 23% 30% Engaged Not Engaged Actively DisengagedMARSH & McLENNAN AGENCY LLC Source: Crabtree, Gallup Management Journal (2005) 11
  12. 12. DISENGAGEMENT & MENTAL WELL-BEING 10.4% 8.8% 7.6% 6.4% 6% 4.6% 1.7x Increase for Disengaged EEs compared to Engaged EEs Engaged Not Engaged Actively Disengaged % Dx with Depression Over the Next Year % Dx with Anxiety Over the Next YearMARSH & McLENNAN AGENCY LLC Source: Robison, Gallup Management Journal (2010)IMPACT OF A NEGATIVE WORKENVIRONMENT OF A NEGATIVE WORK IMPACT ENVIRONMENT • Elements of negative work environment: – Dissatisfaction with job – Authoritative rather than collaborative leadership – Lack of trust and openness at work – Lack of focus on individual strengths • Employers eliminating even just ONE of these negative factors will see one of the greatest improvements in well-being and return on employee investmentMARSH & McLENNAN AGENCY LLC Source: Gallup-Healthways Well-Being Index – Oct. 2008 Results 12
  13. 13. SUPPORTING CAREER WELL-BEING • Comprehensive Leadership Development Plan - Long-Term (shifting thinking / communication) and Day- to-Day tactical (feedback, recognition, safety, well-being, company vision in practice, etc.) - Current AND Future leaders • Clearly defined Talent Management philosophy • Clearly defined Career Ladders • Meaningful Employee RecognitionMARSH & McLENNAN AGENCY LLC Section 3 DEVELOPING LEADERS A Critical Component to Career Well-BeingMARSH & McLENNAN AGENCY LLC 13
  14. 14. LEADERSHIP CREATES CULTURE 50-70% of employee’s perception of the organization’s climate can be traced to the actions of the leaders. Sources: Consortium for Research on Emotional Intelligence in Organizations (2001);MARSH & McLENNAN AGENCY LLC Adrian Gostick & Chester Elton, All In: How the Best Managers Create a Culture of Belief 26 and Drive Big Results (2012) 27LEADERS’ ROLE IN WELL-BEING • Leaders shouldn’t ignore well-being as if it’s beyond the scope of their jobs. • People who agree their manager cares about them as a person: – Are more likely to be top performers – Produce higher quality work – Are less likely to be sick – Are less likely to change jobs – Are less likely to get injured on the jobMARSH & McLENNAN AGENCY LLC Source: Rath & Harter (2010), Wellbeing: The Five Essential Elements 14
  15. 15. 28 ENGAGEMENT / WELL-BEING REQUIRES A SHIFT IN THINKING • Only 29% of employees believe management cares about them developing their skills. • Only 42% believe management cares about them at all. • Creating credibility and trust requires showing “I care” and mean it. • Sustainable culture change requires shifting thinking.MARSH & McLENNAN AGENCY LLC Source: Stephen M. R. Covey, The Speed of Trust; Senn Delaney consulting 29WHY DON’T WE ACT IN OUR OWNBEST INTEREST? “Leaders don’t have time for the future because they’re too busy with the present.” ~ Muhammad Yunus “To transform the world, we must first transform ourselves.”MARSH & McLENNAN AGENCY LLC Source: Tony Schwartz, “Why Don’t We Act in Our Own Best Interest?”, Harvard Business Review (Jan. 2012) 15
  16. 16. BRAINS ARE LIKE RW CDS “Scientists estimate that the average person has 50,000 to 60,000 thoughts a day. 90% of those are repetitive. 85% of the repetitive thoughts are negative. If leaders have approximately 45,900 negative thoughts a day, and, their followers are doing the same, the most important skill that leaders can develop is training the mind to lead.” –~Suzanne Kryder, Ph.D. (www.themindtolead.com)MARSH & McLENNAN AGENCY LLCIT ALL COMES DOWN TOLEADERSHIP… Organizational Effectiveness & Health Determined by: • Who leaders are BEING, not what they’re doing. • Cohesive leadership teams • Leaders recognizing when their thinking isn’t serving them • Leaders being intentional vs. habitual in their thinking and actions • Leaders recognizing the importance for their ongoing development.MARSH & McLENNAN AGENCY LLC 31 Sources: The Arbinger Institute, Leadership and Self Deception (2010); Patrick Lencioni, The Advantage (2012 16
  17. 17. ASSESS YOUR COMPANY’S CAREERWELL-BEING • We conduct a culture survey at least every 2 years, communicate the results and use it to target change and improvement efforts. • We already have or are working on establishing a high-trust environment. • We have a comprehensive leadership development plan that includes current and future leaders. • We have clearly defined career paths and talent management to foster ongoing employee growth and development. • We recognize and celebrate employee personal and professional achievement in ways that are meaningful to them.MARSH & McLENNAN AGENCY LLC Section 4 SOCIAL WELL-BEING 17
  18. 18. SOCIAL CONNECTEDNESS MATTERS!• Higher levels of social connectedness associated with: – Lower blood pressure – Lower obesity rates – Lower risk of cancer and diabetes – Better immune responses – Lower levels of stress hormonesMARSH & McLENNAN AGENCY LLC Source: Uchino, et al. (1996). The relationship between social support and physiological processes: A review with emphasis on underlying mechanisms and implications for health. Psychological Bulletin, 119 (3), 488-531. 35RELATIONSHIP OF WORK AND SELF RELATIONSHIP OF WORK AND SELF Outcomes Outcomes Part 1 – Part 1 – Work Side Work Side Part 2 – Part 2 Self Side Self Side Source: Byrum, Ph.D. / Judgment Index™MARSH & McLENNAN AGENCY LLC 18
  19. 19. 36REASONS EMPLOYEES LEAVE1. The job/workplace was not as expected2. Mismatch between job and person3. Too little coaching and feedback4. Too few growth & advancement opportunities5. Feeling devalued and unrecognized6. Stress from overwork and work-life balance7. Loss of trust & confidence in senior leaders. Source: Leigh Branham, “The 7 Hidden Reasons Employees Leave” (2005)MARSH & McLENNAN AGENCY LLCWORK-LIFE BALANCE • Summer Hours • Telecommuting • Job Sharing • Unlimited PTO • Network “Shutdown” • ROWEMARSH & McLENNAN AGENCY LLC 19
  20. 20. OTHER SOCIAL WELL-BEINGSUPPORT EXAMPLES• Parenting Classes / Parenting Network• Elder Care Classes• Adoption Assistance• Social Support Networks• Onsite Childcare• Work-Life Reimbursements• Personal Day Purchase Program• Welcome Atmosphere for Children & Dogs• Hobby/Interest ClubsMARSH & McLENNAN AGENCY LLC HEALTH ADVOCATE™ • Highly trained personal health advocate – Finding a provider; making appt. with hard-to-reach specialists – Helps members understand their benefits and how to access care; helps resolve billing disputes. – Elder care needs. – Health Cost Estimator™ • Eligible population: EE, spouse, parents, in-lawsMARSH & McLENNAN AGENCY LLC 20
  22. 22. THE IMPACT OF FINANCIAL WELL-BEING• Low Financial WB can lead to stress, anxiety, insomnia, headaches and depression. – Financial Security has nearly 3x the impact of income alone on overall well-being. – Only 6% of EEs strongly agree their organization does things to help them manage their finances more effectively. Source: Rath & Harter (2010), The Economics of WellbeingMARSH & McLENNAN AGENCY LLCRESOURCE EXAMPLES• Financial Planning, Budgeting, Counseling Resources• Employee Welfare Fund• Emergency Loan Fund• Interest-Free Computer Loan• Payroll Deduction to pay overtime: – Weight Watchers – Fitness Classes – Etc.MARSH & McLENNAN AGENCY LLC 22
  24. 24. SUPPORTING EMOTIONAL WELL-BEING• Holistic Stress-Management (Brian Luke Seaward) – www.brianlukeseaward.net• Resiliency-Building Resources / Shifting Thinking Patterns: – John Weaver, PsyD / Healthy Thinking Program (www.preventingdepression.com) – Intrinsic Coaching® (www.intrinsiccoach.com or www.isintl.com)MARSH & McLENNAN AGENCY LLC 46HEARTMATH® • Stress & Well-Being Survey™ – Physical Vitality – Emotional Vitality – Social Connectedness – Spiritual Connectedness – Overall Well-Being www.heartmath.orgMARSH & McLENNAN AGENCY LLC 24
  25. 25. LEVERAGE EAP RESOURCES• Provide QUALITY EAP: – Training for managers – Training for EEs – In-person visits – Reinforce regularly (topic specific)• Training/consistency for EAP referralsMARSH & McLENNAN AGENCY LLC 49 ENVIRONMENT SUPPORTS PHYSICAL WELL-BEING • Environment Critical – need to make better choices EASIER for people!MARSH & McLENNAN AGENCY LLC 25
  26. 26. Section 7 COMMUNITY WELL-BEINGMARSH & McLENNAN AGENCY LLCTHE IMPACT OF COMMUNITY WELL-BEING • People thriving in career well-being) are 20- 30% more likely to give back to their community. • Physical Well-being Benefits of Volunteering (100 or more hours per year): – Greater longevity – Higher functional ability – Lower rates of depression – Less incidence of heart diseaseMARSH & McLENNAN AGENCY LLC Source: Rath & Harter (2010), The Economics of Wellbeing 26
  27. 27. RESOURCE EXAMPLES• Volunteer: – PTO Policy for volunteering – Company-wide charitable giving & volunteering – Volunteer match; reimbursement of charitable fitness events – Charity Miles (www.charitymiles.org)• Sustainability: – Green building (energy policies, building design) – Recycling – Bike / Carpool to work programs• Feeling Safe Where You LiveMARSH & McLENNAN AGENCY LLC Section 8 PUTTING CONCEPTS INTO ACTION The Journey Towards World-ClassMARSH & McLENNAN AGENCY LLC 27
  28. 28. SHIFTING FROM BEHAVIOR CHANGETO CULTURE“Behavior change is really the mantra of wellness,but if a person achieves a lifestyle behavior change,only to return to the same unhealthy environment,what can we expect will happen? We set upwellness for failure if we don’t work on improvingthe environment and culture before we work onindividual behavior change.”(Dee Edington, Ph.D., The Art of Health Promotion, Sept./Oct. 2012)MARSH & McLENNAN AGENCY LLC 54MOVING BEYOND “WELLNESSPROGRAMS”• Position Well-Being as a BENEFIT of employment• Support Better THINKING through Intrinsic Coaching® development and services• Strengthen Career Well-BeingMARSH & McLENNAN AGENCY LLC 28
  30. 30. ASSESS YOUR COMPANY’S OVERALLWELL-BEING • We provide quality support and resources for employees in the areas of well-being employees where they are most wanting support. • We provide equal support and resources in all areas of well-being. • Well-being is positioned as a BENEFIT of employment and/or communication platform and is part of the company identity, including consistent and clear communication practices. • Our workplace environment and policies support total well-being. • Total Well-Being is a critical component of creating our desired culture.MARSH & McLENNAN AGENCY LLCWRAP-UP • Based on what you’ve learned today what is beginning to open up for you that might impact the well-being of your organization?MARSH & McLENNAN AGENCY LLC 59 30
  31. 31. CONTACT INFORMATIONRosie Ward, Ph.D., MPH, MCHES,Certified Intrinsic Coach®, Certified Valuations SpecialistHealth Management Services ManagerRJF, a Marsh & McLennan Agency LLC companywardr@rjfagencies.com, (763) 548-8861www.rjfagencies.comwww.DrRosieWard.com MARSH & McLENNAN AGENCY LLC © Copyright 2013. RJF, a Marsh & McLennan Agency LLC company. All Rights Reserved. The content provided in this presentation is proprietary and confidential and not for distribution without written consent from MMA. 31