The Employee Experience
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The Employee Experience: How to Attract Talent, Retain Top Performers, and Drive Results (WILEY) was written by authors, Tracy Maylett, Ed.D. and Matthew Wride, J.D., P.H.R. Learn how managing expectations and fulfilling the three employee/employer contracts leads to an effective Employee Experience.
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The Employee Experience
- 1. ©2017 DecisionWise, LLC www.Decision-Wise.com
- 2. ©2017 DecisionWise, LLC www.Decision-Wise.com The business world has changed.
- 3. ©2017 DecisionWise, LLC www.Decision-Wise.com Those who find the way to get the most out of their talent, win.
- 4. ©2017 DecisionWise, LLC www.Decision-Wise.com “Always treat your employees exactly as you want them to treat your best customers.” -Stephen Covey
- 5. ©2017 DecisionWise, LLC www.Decision-Wise.com
- 6. ©2017 DecisionWise, LLC www.Decision-Wise.com What is the Definition of EX? The EMPLOYEE EXPERIENCE is the sum of perceptions employees have about their interactions with the organization in which they work.
- 7. ©2017 DecisionWise, LLC www.Decision-Wise.com 3 Contracts We align expectations through three employee/employer contracts. By establishing a clear set of expectations and promises— collectively known as the Contract—and upholding it consistently, employers can build the essential trust that leads to powerful employee engagement.
- 8. ©2017 DecisionWise, LLC www.Decision-Wise.com The Brand Contract Your Brand Contract consists of everything that your culture, reputation, media coverage, and the behavior of your people does to create expectations in your employee.
- 9. ©2017 DecisionWise, LLC www.Decision-Wise.com BRAND CONTRACT = ATTRACT TALENT WHEN HONORED: Employees are Committed to the Organization
- 10. ©2017 DecisionWise, LLC www.Decision-Wise.com The Transactional Contract The mutually accepted, reciprocal, and explicit agreement between two or more entities that defines the basic operating terms of the relationship.
- 11. ©2017 DecisionWise, LLC www.Decision-Wise.com TRANSACTIONAL CONTRACT = RETAIN EMPLOYEES WHEN HONORED: Employees are Satisfied
- 12. ©2017 DecisionWise, LLC www.Decision-Wise.com The Psychological Contract The Psychological Contract is the unwritten, implicit set of expectations and obligations that define the terms of exchange in a relationship.
- 13. ©2017 DecisionWise, LLC www.Decision-Wise.com PSYCHOLOGICAL CONTRACT = ENGAGEMENT WHEN HONORED: Employees are Engaged
- 14. ©2017 DecisionWise, LLC www.Decision-Wise.com Transactional Contract Psychological Contract Compensation Benefits & Safety Tools & Training Hours Worked Completed Projects Employee Output Growth Innovation Resume Building Great Effort from Employee Travel Loyalty Network Access to employee’s network Options & Equity Retention Other Opportunities Future clients when they leave company
- 15. ©2017 DecisionWise, LLC www.Decision-Wise.com What is Employee Engagement? Engagement is an emotional state in which we feel passionate, energetic, and committed to our work. In turn, we fully invest our best selves- our hearts, spirits, minds, and hands- in the work we do.
- 16. ©2017 DecisionWise, LLC www.Decision-Wise.com Five Keys to Unlock the Power of Employee Engagement
- 17. ©2017 DecisionWise, LLC www.Decision-Wise.com Create the blueprints of your EX
- 18. ©2017 DecisionWise, LLC www.Decision-Wise.com Perform a “Contract” audit
- 19. ©2017 DecisionWise, LLC www.Decision-Wise.com Find and bridge expectation gaps
- 20. ©2017 DecisionWise, LLC www.Decision-Wise.com Watch your MAGIC grow
- 21. ©2017 DecisionWise, LLC www.Decision-Wise.com
Editor's Notes
- The world is constantly changing and the way we do business changes in the blink of an eye. The success of your organization is in its people. Which is why the focus on the EMPLOYEE EXPERIENCE is more crucial than ever.
- The Main Point: A good EX = a great CX What your employees say about your organization is MORE IMPORTANT than what the customers say. Why is this? Because, what they say about you is your EX! Their perceptions are YOUR REALITY! What do your employees tell others about your organization?
- And this is the premise of my presentation today. In our book we call this the Law of Congruent Experience.
- It’s an environment, it’s a platform. It’s like a garden out which grows trust and employee engagement.
- We align expectations and close gaps through our employee/employer contracts. By establishing a clear set of expectations and promises—collectively known as the Contract—and upholding it consistently, employers can build the essential trust that leads to powerful employee engagement.
- Violating the BRAND CONTRACT creates disloyalty.
- The mutually accepted, reciprocal, and explicit agreement between two or more entities that defines the basic operating terms of the relationship. For example, you work 40 hours a week for us and we’ll give you a paycheck and benefits. Honoring the TRANSACTIONAL CONTRACT creates employee satisfaction. It’s expected and employees are satisfied when expected transactions take place. It doesn’t mean they are engaged, they are simply satisfied. Violating the TRANSACTIONAL CONTRACT creates dissatisfaction and lack of trust.
- The Psychological Contract is the unwritten, implicit set of expectations and obligations that define the terms of exchange in a relationship. Honoring the PSYCHOLOGICAL CONTRACT creates engagement. Violating the PSYCHOLOGICAL CONTRACT creates disengagement. We have either…Expectation Gaps or Expectation Symmetry
- (How is the contract audit done exactly? Remember, we want to give actionable takeaways if possible.) PLUG THE EMPLOYEE SURVEY PIECE OF PAPER BRAINSTORM TEAM AUDIT ONE ON ONE CONTRACT RELATIONSHIP NETWORK DIAGRAM - EXPLAIN
- (Give a quick recap of what expectation gaps are.) (Talk about how to identify these gaps and bridge them.)