Employee Engagement: It’s the Little Things That Matter The Most

1. Employee Engagement: It’s the Little Things That Matter The Most Patricia DiNucci, SPHR Director, Human Resources & Risk Management Morrison Child & Family Services

2. Employee Engagement • What is “Employee Engagement”? • Let’s start with what it’s not… • Employee engagement does not mean employee happiness or satisfaction. Someone might be happy at work, satisfied with thier job and their pay, but that doesn’t necessarily mean they are working productively on behalf of the organization

3. Definition of Employee Engagement Employee engagement is the emotional commitment the employee has to the organization and it’s goals. • This emotional commitment means engaged employees actually care about their work and their company • They work on behalf of the organization’s goals

4. Being An Engaged Employee When employees care—when they are engaged—they use discretionary effort • Give 110% • Go the extra mile • Take personal responsibility/accountability • Hold themselves to a higher standard • Take pride in the quality of their work • Feel that what they contribute matters to the success of the organization

5. Why Does It Matter? “To win in the marketplace you must first win in the workplace.” ~ Former Campbell’s Soup CEO, Doug Conant

6. What Do Employees Want? • To know what is expected of them • The tools and equipment to be successful in their job • The opportunity to do what they do best • Feedback, praise & recognition • To know that they are cared about • To know that they matter and make a difference • The opportunity to progress, learn new things • To be treated fairly • And…

7. What Do Employees Want MOST? • THEY WANT TO TRUST YOU …AND TO BE TRUSTED! • Trust is a function of two things: • Character – which includes integrity, motive, and intent • Competence – which includes capabilities, skills, results, and track record

8. Trust There is nothing that inspires a person more than having trust extended to them • “He saw something in me that no one else saw”… • “She believed in me when no one else did”… People are powerfully influenced by, respond to, and reflect on that trust

9. Trust • By extending trust, you empower people • You leverage your leadership • You create a high-trust culture that brings out the best in people • You create high-level synergy • You maximize the potential of the organization to accomplish its goals

10. Supervisors • Employees MOST often leave their Supervisor, not the company • Train your Supervisors around the expectations of how your employees should be treated. • Just because you hire an experienced supervisor, that does not mean that their previous employer had the same expectations as your company • No one is born knowing how to motivate or engage people, it’s a learned skill. And like most anything, some are going to have natural talents in that area and some are not. • Supervisors must model the behavior they hope to see in others

11. Simple Strategy: How to Get There EACH PERSON – EVERY DAY • YOU approach them - don’t wait for them to approach you • Walk to where they are to say Good Morning to each person on your team everyday • Walk to where they are to say Good Night to each person on your team everyday

12. It’s The Little Things WORDS MATTER • Thank you for your hard work today • I noticed that you stayed behind to get that project finished – your dedication is not going unnoticed • I’m impressed! • I got some great feedback about you today • I’m excited for you • That’s the outfit you had on the day we interviewed you • I trust you to do it take the lead on this • It’s your idea, so why don’t you write up a proposal of how you see it being implemented • I am always in your corner

13. It’s The Little Things ACTIONS MATTER • A sticky note at their desk saying “thanks” for going above & beyond • A miniature candy bar on a keyboard • Empowering an employee in front of others • A thank you or congratulatory email with clip art • Spotlighting an employee’s specific contributions • Thank you, congratulations card • Call from the drive-thru at the coffee shop--- what can I bring you? • I brought you in some brownies – this half does not have nuts, I know you’re allergic • Why don’t you head out early – I know you’re sister is coming into town tonight

14. It’s The Little Things COURTESY MATTERS Regardless of Hierarchy - Don’t Forget the Courtesy • I haven’t forgotten about you • I’ll be just a couple minutes late • I’m sorry I kept you waiting • I know that you’re very busy (your time is valuable) • Thank you for allowing me to interrupt • I apologize for the delay in responding to this email • Don’t forget vegetarian, vegan & gluten-free options at celebrations

15. It’s The Little Things PUT ON YOUR THINKING CAP WHEN IT COMES TO EMPLOYEE ENGAGEMENT • On an employee’s first day, have a “Welcome to the Team” sign or card that your team has signed waiting for them • When an employee goes on vacation, have a “Welcome Back” sign waiting for them when they return • Remember birthdays and employment anniversaries • Wedding showers, baby showers • Potlucks, contests, drawings, prizes • Team meetings, appreciation days

16. It’s The Little Things SHOW THAT YOU CARE ABOUT THEM AS A PERSON, NOT JUST AS AN EMPLOYEE • Notice things & remember things • Share a bit of yourself – open up so that you can be relatable • Use your spouses name, your pet’s name, talk about common experiences • Remember names of employee’s children, spouses, partners, grandchildren, pets • Ask about significant events (how did your brother’s wedding go this weekend?) • Know their favorite coffee drink or candy bar • Are they a “dog person” or a “cat person” • Encourage work-life balance… “It’s been a while since you’ve take a day for yourself”

17. How Do You Measure Engagement? • Gut feeling (mood/vibe) • Laughter, conversation, coaching, helpful to others • Volume and/or accuracy of work • Observation – Employees watching the clock or taking pride in getting the job done on time • The type of questions that are being asked: • Probing to learn more? • How does what they are doing fit into the big picture? • Asking about next steps? • Showing proactive indicators?

18. Engagement Surveys • Gallup Q-12 ® • A group of 12 strategic questions that yield a variety of measurable outcomes • Use consistently to accurately measure increasing or decreasing engagement • Well liked by Supervisors, easy to interpret

19. “Gallup Q12” Survey Questions – Measure of Employee Engagement The Meaning & Measure of the Questions SUMMIT Camp 3 is where an employee feels loyal, productive and fully engaged. They  are fully satisfied with their contributions to the team, may be ready to break out into Camp 3 a more fulfilling role, take on new challenges and/or responsibilities. Secure in Q. 11 & 12 their decision to stay, they are aligned with company goals and ready for success. Camp 2 Camp 2 is where employee’s perspective widens- do I belong here? Do my co- Questions workers share my ethics & values? Am I part of a contributing team? Am I 7, 8, 9 & 10 challenged, acknowledged, rewarded? Am I making a difference? Camp 1Camp 1 is where employees start to feel settled- their basic needs are met. Questions 3, 4, 5 & 6 Do I fit in? What do people around me think of my work? Am I dong a good job or do I need help? Can I go to my supervisor for advice and coaching? Base Camp Base Camp can be described as the base of the mountain. Where you are when Questions 1 & 2 you start a new job or take on a new role within the same company. An Employee’s focus at this point focus is on basic needs; “What will I earn, when do I have insurance, will I have an office”… “What do I get”? Employee is at the Base of the Mountain Starting aNew Job in a New Company - or- Starting a Different Job in the Same Company

20. Employee Evaluations • Common Mistakes: • Procrastinating • Not being direct about areas that need improvement • Avoiding conflict • Not being specific enough • Not paying attention to the whole message • Don’t focus only on recent history • Get feedback from internal & external stakeholders

21. Wrapping Up • Q & A • Share Ideas • What has worked? • What has backfired? THANK YOU