Are your employees giving your company 'their all?' Do they believe that
what they're doing is important? Do they feel appreciated? Do they show up
for work each day with passion and purpose?
A 'red flag' should go up if you answered "no" to any of those questions.
Why? Managers who aren't taking care of their employees are missing out on
significant cost-savings and profits.
I've been spreading the word about this for 15 years, but only recently
have I been able to 'rest my case' on a growing body of research. For
example:
- Gallup International reported that businesses in the top 24% of
employee engagement had less turnover and remarkably higher percentages
of customer loyalty, profitability and revenues.
- Extensive studies by HayGroup revealed powerful links between
employee engagement and productivity, which ultimately impacts the
bottom line. ? Workplace values expert John Izzo has abundant proof that
this 'generation' of employees is more conscious of their own needs and
of their place in the world
For business leaders in companies of all sizes, the writing is on the
wall: You can make and save money by keeping employees engaged. Coupled with
The Sarbanes-Oxley Act, which requires that businesses document internal
controls relating to employee and customer satisfaction, it's never been
more important for business leaders to stop dismissing internal customer
care as 'soft and unimportant.' Let's face it, employees are not just humans
'doing;' they're human beings. Today's managers must make it a priority to
get to know them so that they, in turn, can provide whatever's needed to
keep their teams fully engaged in what they do. This creates wins for
everyone. With that in mind, here are nine management tips for creating and
sustaining employee engagement:
1) Let go of any negative opinions you may have about your employees.
Approach each of them as a source of unique knowledge with something
valuable to contribute to the company. Remember that you are co-creating the
achievement of a vision with them.
2) Make sure employees have everything they need to do their jobs.
Remember when you started a new school year and you'd prepare by getting all
new school supplies? Why not build just such an opportunity into your
department simply by asking each staff member, or the team as a whole, "Do
you have everything you need to be as competent as you can be?" Remember,
just as marketplace and customer needs change at daily, so do your
employees' needs change.
3) Clearly communicate what's expected of employees - what the
company values and vision are, and how the company defines success.
Employees can?t perform well or be productive if they don't clearly know
what it is they're there to do ? and the part they play in the overall
success of the company. Be sure to communicate your expectations - and to do
it often.
4) Get to know your employees - especially their goals, their
stressors, what excites them and how they each define 'success.' I'm not
suggesting you pry too deeply or start 'counseling' your team members. What
I am suggesting is that you show an interest in their well being and that,
when appropriate, you do what it takes to enable them to feel more fulfilled
and better balanced.
5) Make sure they are trained - and retrained - in problem solving
and conflict resolution skills. These critical skills will help them
interact better with you, their teammates, customers and suppliers. It's
common sense - better communications reduce stress and increase positive
outcomes.
6) Constantly ask how YOU are doing in your employees' eyes. I
know it can be difficult for managers to request employee feedback - and it
can be equally if not more challenging for an employee to give the person
who evaluates them an honest response. To get strong at this skill and to
model it for employees, begin dialogs with employees using conversation
starters such as, "It's one of my goals to constantly improve myself as a
manager. What would you like to see me do differently? What could I be doing
to make your job easier?" Be sure to accept feedback graciously and to
express appreciation.
7) Pay attention to company stories and rituals. Are people
laughing at each other or with each other? Do they repeat stories of success
of moments of shame? Stay away from participating in discussions that are
destructive to people or the organization, and keep success stories alive.
8) Reward & recognize employees in ways that are meaningful to them
(that's why getting to know your employees is so important). And remember to
celebrate both accomplishments AND efforts to give employees working on
long-term goals a boost.
9) Be consistent for the long haul. If you start an 'engagement
initiative' and then drop it your efforts will backfire, creating employee
estrangement. People are exhausted and exasperated from 'program du jour'
initiatives that engage their passion and then fizzle out when the manager
gets bored, fired or moved to another department. There's a connection
between an employee's commitment to an initiative and a manager's commitment
to supporting it. A manager's ongoing commitment to keeping people engaged,
involved in and excited about the work they do and the challenges they face
must be a daily priority.
Ultimately, you must keep in mind that employees are a company's greatest
assets. Their collective ideas, feedback and enthusiasm for what they do can
help your business grow and succeed. Some people are naturally wired to give
their all and do their best no matter where they work. But the majority of
people require the guidance of skilled managers who welcome their ideas, ask
for feedback and generate enthusiasm in order to have a sense of purpose and
energy about what they do.
