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How to Drive Business through
Employee Engagement
December 5, 2012
Presented by: Maysa Hawwash, National Manager – Talent
Management Solutions
2. Agenda
• What is Employee Engagement
• The Engagement Factor
• Metrics
• Customer Engagement
• Fit
• How to Drive Employee
Engagement
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. 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
9. The Importance of Fit
Are 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. What Drives Engagement?
1. Knowing what’s expected at work
2. Having the tools needed to
perform work
3. Having the opportunity to
leverage one’s strengths
4. Recognition
5. Feeling supported
6. A mentor or a coach
10
11. What Drives Engagement?
7. Being heard
8. Sense of importance of the job performed
9. Commitment of co-workers to quality work
10. Frequent and relevant feedback on work performance
11. Having a friend or a trusted confidant
12. Opportunities to learn and grow
11
12. How Can You Drive Engagement
It’s a continuous process that requires involvement and
commitment 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. How Can You Drive Engagement
It’s a continuous process that requires involvement and
commitment across all levels within an organization:
Be transparent
Get smart with Grow talent
about what
communication from within
you’re doing
13
14. Critical Skill
• Recognize strengths of individuals and teams and
align them with your organization’s goals.
14
15. Special Offer
Improve employee engagement
and align individual/team goals
with that of the organization,
using Drake’s P3 Personality
Assessment tools.
Contact Maysa and try it for free today!
15
16. Questions
Drive Business Q&A
through Employee with Maysa Hawwash, National Manager,
Talent Management Solutions
Engagement
16
17. Upcoming Webinar
Register at http://drake-
webinars.com
December 6, 12pm EST
A Business Guide to Workplace
Inspections, hosted by Kathleen
Collins – Health & Safety Manager,
Drake International
17
19. Thank You for Attending
For Questions please contact Maysa Hawwash
mhawwash@na.drakeintl.com
416-216-1067
19
Editor's Notes
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