The document outlines an employee engagement strategy for a company using the concept of running the business like a theater. It discusses how building emotional commitment from employees through effective communication of the company strategy and employee roles can boost engagement levels. The strategy proposes using theater terminology and concepts to help employees understand the connection between their work and the company's goals in order to drive discretionary effort.
Companies realize without emotional commitment, even the most brilliant strategies will fail. To attain any change, people must not only accept and agree with the strategy, they must buy into it. In this paper, Browne & Mohan consultant share a six stage empirical model of commitment buy-in.
Employee ambassadorship, or advocacy, goes beyond engagement to determine level of commitment to enterprise, value of products and services, and customers
Is your organization aligned to a common direction?
For more white papers and webinars, go to http://www.sldesignlounge.com
Or visit us at http://www.sld.com
Companies realize without emotional commitment, even the most brilliant strategies will fail. To attain any change, people must not only accept and agree with the strategy, they must buy into it. In this paper, Browne & Mohan consultant share a six stage empirical model of commitment buy-in.
Employee ambassadorship, or advocacy, goes beyond engagement to determine level of commitment to enterprise, value of products and services, and customers
Is your organization aligned to a common direction?
For more white papers and webinars, go to http://www.sldesignlounge.com
Or visit us at http://www.sld.com
Mel Feller and Coaching For Success 360 – Coaching – Consultant - Training
By Mel Feller, MPA, MHR
Mel Feller Seminars, Coaching For Success 360 Inc. /Mel Feller Coaching
Coaching For Success 360 is a full service management, coaching and consulting firm specializing in all and every type of business coaching, training, and development. Experienced coaches and consultants provide solutions to tough business problems and the leadership needed to significantly enhance a company´s performance and productivity. Our specialties and offered programs are in the area of executive coaching, business development, and team building involving all sizes of businesses including real estate.
Coaching For Success 360 and Mel Feller have found that the standard cookie cutter training and development does not adequately address the needs of team and leadership development. Their established programs incorporating personal assessments, sound methodology, and hard questioning accelerates development, and ensures growth.
what creates employee engagment ? What are the factor for causing disengagment underperformance and finally attrition. This burning issue is addressed by Dr Wilfred Monteiro HRD guru to India's leading business houses
More at Predictiveresults.com
“PI® reinforces Flynn’s deep belief in the value of our people. It provides a common language that we use to better understand both individual and team dynamics and gain a deeper insight into our employees. It is our employees who represent
the key to our past, present and future success.”
Gerard Montocchio
Vice President of HR
Scaling up a business is not easy. Many start-ups, family business or professional run firms fail to scale to next level of operations. In this white paper, Browne & Mohan consultants share a framework that is successfully employed by companies to guide their scaling up process.
How to Build a Stronger Happier Workplace - whitepapersmartOne Prepaid
The first thing employees refer to when rating their overall job satisfaction is their "work environment". Creating the right work environment is crucial to your brand within the corporate community.
Read "How to build a stronger, happier workplace" for insight and suggestions that can help you make a difference.
In the past, in-house human resources professionals and Professional Employer Organizations (PEOs) have had a rocky relationship. The main cause of this rift has been the belief that PEOs are out to replace in-house HR. G&A Partners, a Texas-based PEO, takes a closer look at this long-held - but completely false - myth, and explains why HR professionals should embrace, not fear, the services that Professional Employer Organizations offer.
Why is a great company culture so rare? How can you make sure your organization has one? The good news is that creating an inspiring and sustainable culture is not as hard as you might think. Dr. David “Doc” Vik reveals the keys to success in The Culture Secret.
A remarkable culture begins with visionary leaders who help their teams take a holistic approach to creating engagement inside their companies and sharing it with customers. Discover how to take culture beyond casual Friday and into more meaningful conversations like:
•Driving Vision
•Defining Purpose
•Clear business model
•Unique/WOW factors
•Meaningful Values
•Inspired Leadership
•Great customers and customer service
•Brand enhancement
•Experience and the emotional connection
If you don’t think you have to focus on attracting—and retaining—the best employees in today’s hypercompetitive war for talent, you are living in the past. The employees and customers of today have a choice and a voice. The secret to culture is simple: take care of your people, never stop innovating, and leave customers wowed. Build a better culture to secure the future for any organization
As part of Mercer's commitment to providing clients with research-based solutions, Mercer’s employee research group conducts a series of national studies around the globe, entitled What’s Working™.
These studies allow us to analyze national trends regarding employee perceptions and to identify the key drivers of employee engagement – by country and on a global basis.
Mercer: What's Working Research on Employee EngagementElizabeth Lupfer
As part of Mercer's commitment to providing clients with research-based solutions, Mercer’s employee research group conducts a series of national studies around the globe, entitled What’s Working™.
These studies allow us to analyze national trends regarding employee perceptions and to identify the key drivers of employee engagement – by country and on a global basis.
Mel Feller and Coaching For Success 360 – Coaching – Consultant - Training
By Mel Feller, MPA, MHR
Mel Feller Seminars, Coaching For Success 360 Inc. /Mel Feller Coaching
Coaching For Success 360 is a full service management, coaching and consulting firm specializing in all and every type of business coaching, training, and development. Experienced coaches and consultants provide solutions to tough business problems and the leadership needed to significantly enhance a company´s performance and productivity. Our specialties and offered programs are in the area of executive coaching, business development, and team building involving all sizes of businesses including real estate.
Coaching For Success 360 and Mel Feller have found that the standard cookie cutter training and development does not adequately address the needs of team and leadership development. Their established programs incorporating personal assessments, sound methodology, and hard questioning accelerates development, and ensures growth.
what creates employee engagment ? What are the factor for causing disengagment underperformance and finally attrition. This burning issue is addressed by Dr Wilfred Monteiro HRD guru to India's leading business houses
More at Predictiveresults.com
“PI® reinforces Flynn’s deep belief in the value of our people. It provides a common language that we use to better understand both individual and team dynamics and gain a deeper insight into our employees. It is our employees who represent
the key to our past, present and future success.”
Gerard Montocchio
Vice President of HR
Scaling up a business is not easy. Many start-ups, family business or professional run firms fail to scale to next level of operations. In this white paper, Browne & Mohan consultants share a framework that is successfully employed by companies to guide their scaling up process.
How to Build a Stronger Happier Workplace - whitepapersmartOne Prepaid
The first thing employees refer to when rating their overall job satisfaction is their "work environment". Creating the right work environment is crucial to your brand within the corporate community.
Read "How to build a stronger, happier workplace" for insight and suggestions that can help you make a difference.
In the past, in-house human resources professionals and Professional Employer Organizations (PEOs) have had a rocky relationship. The main cause of this rift has been the belief that PEOs are out to replace in-house HR. G&A Partners, a Texas-based PEO, takes a closer look at this long-held - but completely false - myth, and explains why HR professionals should embrace, not fear, the services that Professional Employer Organizations offer.
Why is a great company culture so rare? How can you make sure your organization has one? The good news is that creating an inspiring and sustainable culture is not as hard as you might think. Dr. David “Doc” Vik reveals the keys to success in The Culture Secret.
A remarkable culture begins with visionary leaders who help their teams take a holistic approach to creating engagement inside their companies and sharing it with customers. Discover how to take culture beyond casual Friday and into more meaningful conversations like:
•Driving Vision
•Defining Purpose
•Clear business model
•Unique/WOW factors
•Meaningful Values
•Inspired Leadership
•Great customers and customer service
•Brand enhancement
•Experience and the emotional connection
If you don’t think you have to focus on attracting—and retaining—the best employees in today’s hypercompetitive war for talent, you are living in the past. The employees and customers of today have a choice and a voice. The secret to culture is simple: take care of your people, never stop innovating, and leave customers wowed. Build a better culture to secure the future for any organization
As part of Mercer's commitment to providing clients with research-based solutions, Mercer’s employee research group conducts a series of national studies around the globe, entitled What’s Working™.
These studies allow us to analyze national trends regarding employee perceptions and to identify the key drivers of employee engagement – by country and on a global basis.
Mercer: What's Working Research on Employee EngagementElizabeth Lupfer
As part of Mercer's commitment to providing clients with research-based solutions, Mercer’s employee research group conducts a series of national studies around the globe, entitled What’s Working™.
These studies allow us to analyze national trends regarding employee perceptions and to identify the key drivers of employee engagement – by country and on a global basis.
12 Innovative Strategies for Sustained Employee EngagementExela HR Solutions
This blog talks about the twelve ways to enhance employee engagement at your workplace that will foster a more productive environment at your organization.
Recruitment and selection module in the best HRMS software solutions not only streamlines this process, but also makes it more efficient and increases the chances of finding the most suitable candidates.
Know more details here: https://blogs.nyggs.com/nyggs/hrms-software-solutions-improve-employee-experience/
Himanshu kapadia the employment relationship crucial challenges for hrudaysalunkhe
This is an article written by a Student of Welingkar Institute written for "The HR Magazine of XIMB" on the theme The Employment Relationship: Crucial Challenges for HR. The magazine will be published in June 2011
Employee engagement adds value to any organization. It can make a difference to the individual employee as well as the business as a whole. HR has a significant role in promoting the linkages between the company’s leadership, objectives, and employees. In these slides, we discuss HR’s role in employee engagement.
The Keys to Corporate Responsibility Employee EngagementSustainable Brands
PwC recently found that employees who participate in its CR programs have a 5% higher retention rate, with a value of $165 million to the company. In this report, PwC shows how it uses a common corporate tool, the Plan-Do-Check-Adjust (PDCA) Cycle to engage employees, and the Employee Engagement Index (EEI) to measure engagement.
HR Role, Importance in Employee Relation and Withhold the balance .
To maintain Profit with satisfaction for the management and the employees. Idea of Amazon towards the engagement and there way they achieve the top in work Satisfaction.
Employee Engagement, and why it matters to the Experiential Marketing IndustryGeorge Horn
A glimpse into managing people in the Experiential Marketing industry.
Whilst at Purity Productions I was asked to assess the impacts employee engagement within the company and industry. This white paper captures aspects that can be used to build an employee engagement strategy.
Using the MBTI Type Tool in Corporate StroytellingSimon Penny
Just wanted to share with you my vision of how we could work together.....a vision built on real life experiences and solid Type and Temperament Frameworks. Go to interstrength.com for further information about Linda Berens and her interstrength method - highly recommended by me.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
1. Where we have come from, where we are going and how we are going to get there.
Employee Engagement Strategy
Customer Experience is a fundamental part of our business strategy as we continue to
grow as a company.
We must differentiate and distance ourselves from our competitors by building and delivering
the best customer experience in our industry.
This we will do together as we stage the “Love Hertz” Show.
Our Team has been created to build a new customer experience; an experience that is difficult
for our competitors to copy, an experience that is a differentiator —our
customers choose Hertz because of how it feels to do business with us – “the experience”.
Competitive customer experience comes from implementing innovative ways of serving our
customers and by doing the basics better than our competitors.
Influences on the customer experience are broad and deep-rooted, so we need to become
experts at the fundamentals of our business.
The different findings presented by the various Customer Experience studies that Hertz
commissioned - London Business School, McKinley and JD Powers
- all reveal a common theme - that world class customer experiences are
successfully designed and managed ‘as theatres’,
- across every touch-point, with employees as actors and the customer
as the audience.
2. Employee engagement can be thought of as the commitment to something or someone in the
organization that leads to enhanced effort levels and intention to stay with the organization.
This commitment may be directed towards both the organization and toward one's day-to-day
job, team, and manager.
Employee commitment can be rational or emotional - both are important - but emotional
commitment is four times more powerful than rational commitment in terms of boosting
employees' effort levels.
Most employees, roughly 76%, are neither engaged nor disengaged with their employer - they
are "up for grabs", waiting for their employer to actively capture their commitment.
Research in differences in engagement levels across companies suggests that the approach
used by a company to drive employee engagement can significantly impact commitment
levels.
Employees will reward with greater effort a clear understanding of the connection between
their job and the company's strategy and progress - boosting this understanding represents
the most effective means of driving engagement.
This is the mission of the Mobilization, Communication and Learning role in the Customer Experience Program.
Running the business as a theatre:
The Customer Experience Program will use the concept of running a business as a theatre to
specifically lay out a vision of its strategy and direction that is clearly understood by employees
as well as being linked to their day-to-day lives.
3. This is important, not because I feel that it is, but more so because numerous researches
indicate that employees cite this as the most important driver of their commitment and
engagement to a company.
The Customer Experience Team has a significant opportunity to work with senior management
and line mangers to make this company strategy "real" for employees.
Employees also reward companies that "live" their values (they also punish those they deem
insincere!).
Our role as the CX Team is to work with line managers and Human Resources to drive and
sustain the behavioral change that supports alignment between our corporate values and the
notion of running the business as a theatre.
The role of the first CX Communication that we will discuss in our call on Monday is to
establish a framework and the role definitions that are required in order to furnish a positive
emotional connection to the daily activities of our CX Teams.
Engaged employees are inspired to go above and beyond the call of duty to help meet
business goals.
Employee engagement framework:
Employee engagement is commitment to job, team, manager, and
organization, which drives effort levels and intent to stay and thus
ultimately impacts performance and retention.
Hearts and minds
In order to actively manage the commitment of our employees we must understand how
employee commitment manifests itself.
Rational commitment forms when employees believe they will personally benefit - financially,
developmentally, or professionally - from their teams, managers, or organizations.
4. More importantly, emotional commitment forms when employees believe in, value, or enjoy
their day-to-day work, teams, managers, or organizations.
In other words, rational commitment is of the mind, while emotional commitment is of the
heart......hence our Customer Experience «Love Hertz" logo.
In terms of the mission engaged by the CX Team, emotional commitment will have far
more impact on driving discretionary effort than does rational commitment.
The objective of our internal CX communication is to drive emotional commitment and to
inflect discretionary effort.
Emotional commitment can be summarized as the extent to which employees derive pride,
enjoyment, inspiration, or meaning from their organization and discretionary effort can
be described as an employees' willingness to expend effort beyond work expectations
and to look for ways to perform the job more effectively.
5. A recent study by the Corporate Leadership Council (UK) who surveyed more than
o 50,000 employees from 59 organizations,
o 27 countries and 10 industries,
Indicates that companies with above-average levels of employee commitment are nearly
twice as likely to out perform their industry average revenue growth as are their peers with
below-average levels of employee commitment.
The business case for boosting employee engagement rests primarily on the relationship
between engagement, discretionary effort, and performance and between engagement and
retention.
It is said that employees exhibiting the highest levels of commitment provide as much as 57%
more discretionary effort than do employees with the lowest commitment levels.
Hearts over minds
While rational incentives may create compelling reasons for employees to remain within an
organization and meet basic performance requirements, it is the employees who derive pride,
inspiration, and enjoyment from their job and organization who put forth the highest levels of
discretionary effort.
Communication has little ability to inflect rational commitment but significant ability to do so for
emotional commitment.
I foresee that the Mobilization, Communication and Learning role has a real opportunity to
drive corporate performance by boosting the emotional engagement of Hertz employees,
particularly to the company and their jobs.
The theatre message and terminology are essential ingredients to the success of this
objective.
One of the single most important aspects of a company’s culture is its ability to communicate.
Organizations in which relevant information flows freely between peers and between
managers and their teams enjoy significantly higher effort levels than organizations where
information is siloed, delayed by bureaucracy, or communicated only reactively.
Put more simply, when employees are aware of organizational activities and management
decisions that affect their jobs, they commit more readily and try harder.
6. Tell us why
Understanding how to do one's job, believing in the importance of it, and understanding how to
complete one's work are more critical in driving effort than any other day-to-day work factors,
including safety, resources, job quality and job fit.
Rebuilding our customer experience using a familiar concept such as the theatre, as well as
the language and lingo that accompanies it, provides a line of sight that will allow us to
effectively promote and channel employee effort toward driving business success.
Specifically emphasizing the connection between work and organizational strategy (the theatre
concept), as well as the importance of a "role" in promoting organizational success, ensures
that employees feel that their work is truly of value to the organization and, therefore to their
peers and managers, which leads to greater levels of emotional commitment.
Not only is it important for employees to clearly understand the connection between their day-
to-day work and the company, it is important to understand this connection from day one of an
employee's work experience.
It is here that the work in progress by the Talent Management COE in terms of employee on-
boarding programs must be aligned to this objective.
The most important activities during the on boarding process are describing to new hires how
and why their jobs are important as well as tying their roles to Hertz’s' organizational vision
and strategy led by the Customer Experience Team.
Unfortunately, despite the criticality of giving new hires greater transparency into the
importance of their specific "roles" on the organizations "stage", on boarding programs often
fail to extend beyond the standard focus of providing employees with proper resources and
explaining performance objectives.
The CX communication strategy will fill this hole by ensuring that new hires leave the on
boarding process with a clear picture of the connection between their jobs and Hertz’s'
direction and success.
A rare skill
One way that the CX communication strategy will assist managers in developing an
organizational competence in communications will be materialized by making managers at all
levels more comfortable (and ultimately more effective) in getting key messages out in their
own words rather than relying on talking points and "scripting".
A benchmark in this area is Continental Airlines whose approach in doing so - developing
leader storytellers - is instructive, in that it develops a rare skill set.
Engaging employees emotionally through stories was one of the talents of Continentals CEO,
Gordon Bethune whose objective was to engage employees in order to restore the airline to
profitability after eight consecutive years of losses.
7. Over the years Mr. Bethune led Continental to improved performance, and his colleagues
attributed this to his ability to engage employees emotionally through stories.
Wanting to extend the power of storytelling beyond the CEO in order to develop the
communication skills of its executives, Continental codified the underlying skills and developed
a story telling class.
The resulting 4 hour class effectively accomplishes two important goals:
By starting the sessions with discussion by the company's CEO or President (who use stories
themselves), the course helps overcome any skepticism by participants about the importance
or effectiveness of storytelling as a management tool.
8. By breaking down the skill set of story telling into simple steps, then building on each step
across the session, the course helped engender nimbleness in the use of storytelling among
participants without overwhelming them. Participants began to develop storytelling skills by
preparing an anecdote of their own for delivery.
They identified an event from their own experiences, constructed a story around it, and
auditioned the story content based on an understanding of audience motivations, priorities and
touch points and then did so based on the different objectives the story might accomplish.
The idea behind taking the theatre concept further for the CX Teams is to establish a story line
upon which we can build other stories that will assist in the transformation of our culture.
It should be noted that companies such as Disney, who effectively use the theatre concept,
also develop story telling as an integral part of their culture.
This permits employees to view their everyday roles from an angle where they play the role of
an actor in a show on a stage and not a person behind a counter serving often aggressive and
discourteous people.
The theatre approach sets the scene for the customer before he makes contact with the
employee who as an actor on stage, plays out his role; that of satisfying the customer
whatever the situation.