The Art Of Managing Employee Expectations

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The Art Of Managing Employee Expectations

  1. 1. The Art of Managing Employee Expectations What Savvy Leaders Do Dawn G. Lennon, principal Big Picture Consulting
  2. 2. The Challenge <ul><li>Wrestling with your own expectations </li></ul><ul><li>Understanding employee expectations </li></ul><ul><li>Meeting the business expectations of: </li></ul><ul><ul><li>Your boss </li></ul></ul><ul><ul><li>Your board </li></ul></ul><ul><ul><li>The community </li></ul></ul>
  3. 3. How it all starts <ul><li>The business needs talent </li></ul><ul><li>The candidate needs a job or wants to advance </li></ul><ul><li>Both parties agree to terms—title, salary, hours, work location </li></ul><ul><li>The deal is done </li></ul>
  4. 4. Business Expectations <ul><li>The employee </li></ul><ul><ul><li>can and will do the job well </li></ul></ul><ul><ul><li>has a good work ethic </li></ul></ul><ul><ul><li>understands that this is a business </li></ul></ul><ul><ul><li>accepts the reward system </li></ul></ul><ul><ul><li>will build capabilities </li></ul></ul><ul><ul><li>will accept change </li></ul></ul>
  5. 5. Employee Expectations <ul><li>The business will: </li></ul><ul><ul><li>adhere to the job description </li></ul></ul><ul><ul><li>train/develop them </li></ul></ul><ul><ul><li>provide effective supervision </li></ul></ul><ul><ul><li>have fair policies </li></ul></ul><ul><ul><li>treat them respectfully </li></ul></ul><ul><ul><li>care about them </li></ul></ul><ul><ul><li>provide opportunities </li></ul></ul><ul><ul><li>do what it says </li></ul></ul>
  6. 6. What goes wrong? <ul><li>The business leaders focus on the business. </li></ul><ul><li>Employees focus on themselves. </li></ul><ul><li>No one focuses on the relationship between the two. </li></ul>
  7. 7. The Sounds of Disappointed Expectations <ul><ul><li>“Not another one of these assignments.” </li></ul></ul><ul><ul><li>“I’m bidding on another job posting.” </li></ul></ul><ul><ul><li>“I want/need more training.” </li></ul></ul><ul><ul><li>“My job is boring/tedious/stressful.” </li></ul></ul><ul><ul><li>“My appraisal rating wasn’t fair.” </li></ul></ul><ul><ul><li>“I should have gotten that promotion.” </li></ul></ul><ul><ul><li>“How long am I going to be stuck in this job?” </li></ul></ul>
  8. 8. Tools for Managing Expectations <ul><ul><ul><ul><ul><li>Explanation </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Education </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Information </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Dialogue </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Feedback </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Inquiry </li></ul></ul></ul></ul></ul>
  9. 9. Getting Started: Step 1 <ul><li>Explain the state of the business </li></ul><ul><ul><li>Define the business realities affecting employees </li></ul></ul><ul><ul><li>Explain how together you make a difference </li></ul></ul><ul><ul><li>Show how each job adds value </li></ul></ul>
  10. 10. Getting Started: Step 2 <ul><li>Teach the business model </li></ul><ul><ul><li>Produce/grow revenue </li></ul></ul><ul><ul><li>Control/reduce costs </li></ul></ul><ul><ul><li>Serve customers/stakeholders </li></ul></ul><ul><ul><li>Attract/retain employees </li></ul></ul><ul><ul><li>Achieve mission and goals </li></ul></ul><ul><li>Align employee performance with results </li></ul>
  11. 11. Getting Started: Step 3 <ul><li>Support individual development </li></ul><ul><ul><li>Provide performance feedback </li></ul></ul><ul><ul><li>Build capabilities </li></ul></ul><ul><ul><li>Mentor </li></ul></ul><ul><ul><li>Set stretch goals </li></ul></ul><ul><ul><li>Provide growth assignments </li></ul></ul><ul><ul><li>Develop leadership </li></ul></ul>
  12. 12. Focus Expectations <ul><li>Savvy leader’s help employees understand that: </li></ul><ul><ul><li>The business and the employee are invested in each other. </li></ul></ul><ul><ul><li>There are no guarantees only opportunities. </li></ul></ul><ul><ul><li>The business wants them to grow and will help. </li></ul></ul><ul><ul><li>A successful business is the result of each employee adding maximum value. </li></ul></ul>
  13. 13. Business Fitness: The Savvy Leader’s Secret Sauce <ul><li>Business fitness gives employees control of their : </li></ul><ul><ul><li>job/career choices </li></ul></ul><ul><ul><li>growth/development </li></ul></ul><ul><ul><li>connection to the business </li></ul></ul><ul><ul><li>future </li></ul></ul>
  14. 14. How to Achieve Business Fitness: Private Moves <ul><li>Stay well. </li></ul><ul><li>Stay focused. </li></ul><ul><li>Stay current. </li></ul><ul><li>Stay connected. </li></ul>
  15. 15. Business Fitness: Public Moves <ul><li>Attract a following. </li></ul><ul><li>Take the lead. </li></ul><ul><li>Implement new ideas. </li></ul>
  16. 16. Results of Managed Expectations <ul><li>Satisfied employees who are: </li></ul><ul><ul><li>engaged </li></ul></ul><ul><ul><li>working at and building their capability </li></ul></ul><ul><ul><li>motivated and innovative </li></ul></ul><ul><ul><li>energized </li></ul></ul><ul><ul><li>adding value </li></ul></ul><ul><ul><li>committed </li></ul></ul>
  17. 17. Managing Employee Expectations <ul><li>Teach them how the business operates </li></ul><ul><li>Show them how they impact the business by adding value </li></ul><ul><li>Address individual expectations </li></ul><ul><li>Help employees become “business fit” </li></ul><ul><li>Provide lots of specific feedback </li></ul><ul><li>Reinforce options </li></ul>

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