Post on 12-May-2015
description
transcript
The Role of Satisfaction in
Employee Engagement
Charles Rogel, MBA
Dir. Business Development
DecisionWise
Paul Warner, PhD Dir. Consulting Services
DecisionWise
2 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
Clients
Employee Engagement
Leadership Coaching
360-Degree Feedback
Talent Assessment
Awareness | Action | Accountability
About DecisionWise
3 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
Transition from Satisfaction to
Engagement
1935: Hoppock’s
book first mentions
job satisfaction
1967: Rensis Likert
created taxonomy of
management styles
which underscored the
importance of employee
attitudes
1970-80s:
Organizational
Development
becomes an
established discipline
in HR and academic
arenas
1980s: Employee opinion
surveys began to used in
most organizations
2000: Employee
Engagement
popularized
1968: Beginning of the
Human Potential
Movement. Abraham
Maslow develops
Hierarchy of needs
4 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
Focus: Employee Morale
Provides General Feedback
Facilitates Communication
Driven by Human Resources
Executive-Level Action Plans
Satisfaction Surveys
Focus: Cultural Alignment
Provides Targeted Feedback
Facilitates Cultural Change
Driven by Change Leadership
Executive-Level Decisions
Climate Surveys
Focus: Employee Performance
Provides Actionable Feedback
Facilitates Engagement
Driven by Line Managers
Manager-Level Action Plans
Engagement Surveys
Types of Employee Surveys
5 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
Major Differences
Who Owns It?
How is it
Measured?
Exchange Type?
Satisfaction
Company
Commitment to
Stay
Transactional
Engagement
Company and
Employee
Discretionary Effort
Transformational
6 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
States
Think…
Feel…
Act…
Satisfaction
Working for the
weekend.
I like my job. It’s
a job.
Do a good job.
Do enough to
keep the boss
off my back.
Engagement
Look forward to
work.
Love my job.
Strive for excellence.
7 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
How People Think
Satisfaction
Thoughts surround the
fulfillment of the
employment contract (Want-Have) x Importance
Engagement
Thoughts surround
the best interest of
self, team, and
organization
8 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
How People Feel
Satisfaction
Feeling of
contentment with
current employment
arrangement
Engagement
Feeling of
excitement,
commitment,
enthusiasm and
energy
9 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
How People Act
Satisfaction
Meet employment
requirements; react
to external
motivation
Engagement
Go above and
beyond job
expectations; take
appropriate risks;
driven by intrinsic
motivation
10 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
Outcomes
A Satisfied Workforce…
Meets expectations
Does good work
Maintains status quo
Doesn’t rock the boat
An Engaged Workforce…
Exceeds expectations
Does excellent work
Challenges the status quo
Mixes things up
11 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
Drivers
Job
Characteristics
Team Dynamics
Leader-Member
Exchange
Organizational
Culture
Satisfaction Tools and resources;
information; clear job
responsibilities
Respectful and fair
treatment within team;
support from team;
information sharing
Sets clear expectations
and performance
standards; provides
information; openness to
ideas and feedback
Fair pay, policies, and
procedures; safety
Engagement Task variety and
challenge; job alignment
to talents, abilities and
interests
Clear team goals; clear
team member roles;
interdependence;
cohesion and
collaboration
Creates compelling
goals; inspires
innovation; imbues
autonomy; coaches and
supports
Compelling vision and
mission; espoused and
followed corporate
values
12 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
Cultural Indicators
Satisfaction Culture
Lots of Policies and
Procedures
Top-heavy management
Employees are cheap
drones
Limited employee and
customer loyalty
Slow revenue growth
Engagement Culture
Mission drives decision-
making
Flat or matrix
Employees most
valuable asset
Employee and customer
champions
Exponential growth
13 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
Case Study 1:
Manufacturing Organization
13
Caring
Voice
Compensation and Benefits
Organization/
Senior
Managers
Culture:
Leaders and
Employees
Employee
Satisfaction
Employee
Engagement
14 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
Case Study 2:
Healthcare Organization
14
Making a difference
Recognition
Tools and Resources
Organization
Structure/
Senior
Managers
Culture:
Leaders and
Employees
Employee
Satisfaction
Employee
Engagement
15 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
Bottom Line
1. Satisfaction factors are the
foundation of an engaged culture
(price of admission).
2. Most companies approach
engagement from a satisfaction
perspective.
3. Engagement occurs when higher-
level human needs are met.
16 ©DecisionWise, Inc. 2012 All Rights Reserved | www.decision-wise.com | 1.800.830.8086
Paul Warner
Director of Consulting Services
pwarner@decision-wise.com
Charles Rogel
Director of Business Development
crogel@decision-wise.com
Phone: 1.801.960.1400
Toll Free: 1.800.830.8086
www.decision-wise.com
www.decision-wise.com/blog
LinkedIn: DecisionWise
Twitter: DecisionWise
Employee Engagement
360-Degree Feedback
Leadership Coaching
Organization Change