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Similar to Engaged Employees Lead to Loyal Patients: How Recognition, Respect and Understanding Create an Engaged Culture
Similar to Engaged Employees Lead to Loyal Patients: How Recognition, Respect and Understanding Create an Engaged Culture (20)
Engaged Employees Lead to Loyal Patients: How Recognition, Respect and Understanding Create an Engaged Culture
- 1. Engaged Employees Lead to Loyal Patients Presented By Jannette Bailey PhD, MBA
- 2. 2 If an organization has engaged employees, then customers/patient satisfaction will follow…..
- 3. The Gallup Employee Engagement Index puts the percentage of employees who are Actively disengaged at 17%. These are employees who are not just unhappy in their work, but are busy acting out their unhappiness by undermining their co-workers - costing the American economy up to $350 billion per year in lost productivity A majority of workers (54%) are Not engaged - defined as “checked out” - putting in time but not energy or passion Only 29% of workers are estimated by Gallup to be truly Engaged – these are employees that “work with passion and feel a profound connection to their company.” 71% of workers are in cruise control and sabotage mode! So…..Why do people Disengage?
- 4. “When asked in exit interviews why they left their jobs, workers often say they didn't feel appreciated. The same response shows up in surveys of workplace morale: Lack of recognition is a top-cited problem. It's a pity. Recognition problems are easy to fix. Valuing and respecting doesn't cost anything, doesn't require any hired experts or added personnel, and doesn't even take much time if done routinely.” ‘The High Cost of Disengaged Employees’ by Curt Coffman Lack of Recognition, Feeling Valued and UnderstoodLack of Recognition, Feeling Valued and Understood
- 5. Mind-set Attitude Beliefs Behavior Results • My opinion isn’t valued or respected • This is just the way the company is – things don’t change • It’s not safe to speak up - it could cost you your job! • They don’t trust me to do my job “
- 6. The Myth of Motivating "Corporations have a problem with motivation. They use either fear motivation or reward motivation. • Fear motivation - deliver the goods or you'll be fired; • Reward motivation - deliver the goods and you'll be sent around the world. Neither works in the long-term. People cannot be motivated. Motivation is essentially a personal matter. It is a problem of the individual’s mind-set, and because this is so, it is the responsibility of the individual. Corporations and managers can help people become more motivated by guiding them towards the source of their own power!” ‘Advanced Psycho Cybernetics’ by Paul G Thomas
- 7. Get through to theGet through to the HeartHeart
- 8. The Greatest Human Need isTo Be and Feel… Understood!Understood! • Essential for creating buy-in • Only true way to motivate and engage anyone
- 9. Monty Roberts – The Horse Whisperer “What Monty achieves with a horse is a metaphor for a style of management – employees will produce exceptional results if they are treated with dignity, respect, and honesty.” ~ Clive Warrilow, CEO and President ofVolkswagen North America -
- 10. Creating An Engaged Culture Ask them…… “What will keep you here? What might entice you away? What is most energizing about your work? Are we fully utilizing your talents? What is inhibiting your success? What can I do differently to best assist you?”
- 11. Mind-set Attitude Beliefs Behaviors Results • I am valued & respected • The company has my best interests • My talents are utilized and included "The state of your life is nothing more than a reflection of your state of mind." - Dr. Wayne W. Dyer
- 12. Summary 7 Ways We Create Engaged Employees 1. Value, honor, concern and respect employee diversity. 2. Recognize and reward employees for their accomplishments. 3. Inspire the human spirit. 4. Align and communicate expectations between management and employees. 5. Create a culture in which passion and talents can thrive. 6. Ensure a workplace of accountability and trust.. 7. Establish a culture of supportive and collaborative relationships.
Editor's Notes
- According to Gallup Employee Engagement Index – 17% of individuals in the workplace are actively disengaged. This means that some of your coworkers are waking up in the morning trying to make your life miserable! Yeah! - You know who these people are - They no pointing! They’re allergic to work and they will do anything to avoid it. 54% are disengaged - They’re just putting in time, not energy, passion or spirit into their work. Together that’s a whopping 71% of the workforce!!!
- Tool Number 2…..Feedback…appreciation
- Now let’s make some meaning out of what we’ve done so far. It works like this: what we believe drives how we behave and shows up as our results. (facilitator uses the examples on the PPT) For example, if I believe, “If you want a job done Right then you’ve got to do it yourself.” Then I will do….. And what results do I get? Our results are a perfect mirror of our state of mind. It’s a 360 degree mirror and it’s always accurate and tailored specifically to us! Therefore, behavioral change is necessary but not sufficient to cause irreversible change or transformation for both individuals and the organization. Authentic and sustaining change must occur with the individual’s mind-set which is the only place true change resides. What does The law of the harvest say? that we get that which we give. This is a natural law. It’s a law of life! So….what I put out I get back which must also mean what I am getting back is what I have been putting out. The lesson? give that which you want to receive in life. Openness invites openness; disclosure encourages self disclosure - both accelerate connection in relationships. Sometimes we think “I’d change and be more involved if - I had a better job, boss, spouse, kid, etc.”. . If I say …people can’t be depended on. Guess what? it will show up in my life. When we believe that others are the problem, we create a self-fulfilling prophecy proving ourselves RIGHT Freedom begins when we see with new eyes…..change our perspective. Consider this: Our lives follow our thoughts. We move towards and become that which we think about most.
- The good news and the bad new is that you can’t motivate anyone - Let’s talk about the myth of motivation. This is fear based. Motivation is a technique for trying to dominate, manipulate or control another. Motivation is internally derived.
- Myths is where out of convenience…bad habit or bad culture too many managers get trapped…and stop being leaders.
- So on one extreme is the need to be Right. So what’s on the other end of the continuum? How can we authentically connect with and touch another soul? (Facilitator brings up first line….)The greatest human need is the need to be and feel…. (Let everyone guess). …… to be and feel understood. We often say, “You just don’t…understand!” Have you ever had someone who really understood you and your true intent? Think of that time. What did that feel like? What if they did it at the perfect time that you needed it? What would you do for that person? Anything! Why would we do anything? The more I understand someone the more I turn up the probability that they will want to work with me – that’s buy in and motivation. To any degree that I can make you feel understood you will want to reciprocate. I do this to create understanding not to manipulate. I do this because it’s the right thing to do. How does it feel to you to lift and touch another soul? Learning to understand and communicate with others isn’t just about work. It’s a life skill. It’s about your kids, spouse, customers, and employees. The organizational culture will change as we understand others. People will love their jobs when they feel valued, respected and understood this drives engagement, high performance, service, and passion. Leaders aren’t born they’re built through engagement and connection.
- The more I understand someone the more I turn up the probability that they will want to work with me. I’d like to share a story with you about someone whose been able to create connection, understanding, and engagement. “Monty Roberts has tried to understand the language of horses. Traditional horse breaking requires the strenuous effort of 4 or 5 people over many hours, sometimes days. They call it breaking - because it’s violent. During the breaking there is yelling, whipping, and force - but no communication. The horse communicators like Monty, have a different method and a different philosophy. Monty says, ‘the idea is to know how the horse thinks. Some call it starting a horse. I use communication to build a relationship. The language is the language of the horse, not the trainer. Its purpose is to ask the horse to join willingly.’ Monty does this by standing eye-to-eye with the horse in a 30–square-foot corral. He doesn’t chase the horse, but stands with his back to the horse as a sign of trust and invitation. Amazingly the horse begins to follow. He uses oral reinforcements and gentle patting. Again he turns his back, walks, and again the horse joins him. Trust and connection replace rope and technique. Within minutes the horse nervously accepts a saddle. After feeling the saddle and receiving more reassurance, the horse is ready for a rider. Monty is so effective in his methods that he’s worked with Queen Elizabeth II horses, appeared on Oprah, and Nightline. The horse whisperer connects to the horses by speaking the animals’ language. The horse follows willingly with their energy and spirits in tact.” And once you have one horse on board you can bring a team together. The question is, “are we breaking communication or starting it?” Do we lead or demand? Do we speak another’s language?
- Here is an example of how this exercise could look.