How to Conduct Provider Stay Interviews

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Retention: How To Conduct Provider Stay InterviewsFebruary 22, 2012 | 10-11 am

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Welcome To The Webinar…

Kimberly Benjamin, PHR,CERP Workforce Development Specialist, Michigan Primary Care Association

Encourage and facilitate Community Health Center participation in national and statewide recruitment and retention programs

Design and implement strategies to assist Community Health Centers in developing an effective recruitment and retention plan that will include plan evaluation and assessment tools

Develop a Workforce Planning Center to assist Community Health Centers in recruiting and retaining a quality health workforce

Assist Community Health Centers in marketing employment opportunities using a variety of media.

Our Main Learning ObjectivesOur Main Learning Objectives

•Learn skills and a process for conducting Stay Interviews with our Providers and Team Members in order to learn and leverage the most important reasons they stay.

•Learn how to develop and carry out individual stay plans with each of your employees in order to retain them.

Today’s AgendaToday’s Agenda

What is a stay interview?Why conduct stay interviews?How do stay interviews differ from exit interviews and

opinion surveys?How do we conduct stay interviews?Group Interaction: Poll Question ActivitiesSupervisors Impact on RetentionRetention Success Stories Learn about the Certified Employee Retention Program Q/A

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Dick Finnegan, CEOC-Suite Analytics 407.694.3390

www.c-suiteanalytics.com

• “Recovering HR director” who has solved turnover and across 6 continents including Siberian banks, African gold mines and the CIA

• Author of “Rethinking Retention in Good Times and Bad”, endorsed by Business Week as offers “fresh thinking for solving the turnover problem in any economy”

• Author of “The Power of Stay Interviews for Engagement and Retention”, to be published by SHRM in Q3, 2011

• Noted as employee retention expert by SHRM, Business Week, Chief Executive Magazine, Consulting Magazine, and HR Excellence Center of China

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Finnegan BackgroundFinnegan Background

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Research-Driven, Process-BasedResearch-Driven, Process-Based

Why Exit Surveys FailWhy Exit Surveys Fail

• Employees don’t tell the truth

• Interviewers accept soft answers

• “Absences” and “Attendance” don’t offer solutions

• “More money” is what you got, not why you looked

• “Better opportunity” means

“I blew you off”

• NOTHING CHANGES! Managers see as “autopsies” who lack credibility

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8 Ways to Improve Exit Survey Results8 Ways to Improve Exit Survey Results

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1. Find out why the employee is leaving, period

2. Do not promise confidentiality

3. Use skilled interviewers

4. Gather data ASAP

5. Ask what steps they took to resolve their issues

6. End on a high

7. Distribute results to those who can make improvements

8. Track improvements your company makes

Poll Question #1 Poll Question #1

Do you have a Retention Plan currently in place?

Stay Interview Training Section

What is a Stay Interview?What is a Stay Interview?A Stay Interview is a one-on-one meeting each manager

and supervisor has with each direct report in order to learn why that employee stays with your organization.

Each manager and supervisor then acts on the stay reasons in order to increase the likelihood the employee will stay longer and be more productive.

Each manager and supervisor also records the stay reasons for their combined team and forwards this information upward so their organization can take actions based on common stay reasons.

The Stay Interviews will be conducted tops-down, meaning each manager and supervisor will participate in a Stay Interview as an employee before conducting one as a manager or supervisor.

How do Stay Interviews Work?How do Stay Interviews Work?

Executives, managers, and supervisors attend stay interview training.

Conduct interviews cascading, beginning with executives.

Record data and build stay plans for each employee.

Review stay plans with their manager.

Implement stay plans and retain their teams.

Why Conduct Stay Interviews?Why Conduct Stay Interviews?Supervisors learn first-hand the unique reasons why

each employee stays.

Employees hear directly from their supervisors that they care and want them to stay and grow with the company.

Supervisors further accept retention within their sphere of responsibility.

Employees are most likely to accept responsibility for staying.

Are Exit Surveys Better?

Exit Interviews:Leavers won’t burn bridges and hide real reason.

Stay Interviews:Focuses on current employees we want to keep.Removes the “middle man” so supervisors hear

directly how to keep employees.Employees hear “we want you to stay”.Next steps are in supervisors’ hands versus

program.

Are Opinion Surveys Better?

Opinion Surveys:a. Are anonymous so don’t review specific employee’s

input.b. Usually ask for opinions, but not importance.c. Focuses on topics beyond supervisors’ control.

Stay Interviews:a. Supervisors' hears specifically why each employee

stays/would leave.b. Employees ‘ priorities are clearly expressed and

understood.c. Designed to learn what employees need each day from

supervisor and team.

Poll Question Poll Question #2 #2

How Many People Left Your Organization last year?

(since Jan 1, 2011 to Present)

Stay Interview Tips

How We (MPCA) Implemented the How We (MPCA) Implemented the Stay Interview Process Stay Interview Process

1. Enrolled in The Retention Institute Certified Employee Retention Program (CERP)

2. Conducted Stay Interview Train-The-Trainer Session with all managers/top leaders

3. CEO/Executive Directors conducted stay interviews with managers

4. Managers conducted stay interviews with supervisors 5. Supervisors conducted stay interviews with team

members 6. Note: Each manager and supervisor should schedule a

meeting with their next-level-up manager to discuss completed “Stay Interview”, this meeting should be completed within 30 days after you’ve completed your interviews.

CERP Forms and ResourcesCERP Forms and Resources

1. Stay Interview Guide

2. Stay Interview Program Summary

3. Tally Sheet

4. Good Listening Activity

5. Probing Chart Activity

6. Stay Interview Team Results Form

7. Stay Interview Retention Plan

Tips on Conducting Stay Tips on Conducting Stay Interviews1. Always take notes

2. Be a Great Listener

3. Remember to Probe

4. Take Responsibility

5. Structure Interview Format

6. Explain Next Steps

Tips on Opening the Stay InterviewTips on Opening the Stay Interview

Avoid making any kind of statement that could be taken as a contract-real or implied. Instead of saying “I want you to stay here a long time” say, “I hope we work together for a long time”.

Use your own words, communicate the following objective very near the beginning of the meeting. “My greatest interest for our time today is to learn what I personally can do to make this a great place for you to work”.

Let them know your intent and the limits of your authority up front.

Tips for Tips for During During the Meetingthe Meeting

Take good notes

Be a great listener

Probe

Take Responsibility

Provider Stay Interview QuestionnaireProvider Stay Interview Questionnaire

When you travel to work each day, what things do you look forward to? Consider asking… What do you like most about working here?

Provider Stay Interview QuestionnaireProvider Stay Interview Questionnaire

What are you learning here? Consider asking…Tell me about your career aspirations: Do you feel like you can advance your career here if you want to?

Provider Stay Interview Questionnaire Provider Stay Interview Questionnaire

How do you like working with other members of our team? Consider asking…..

Does any part of working with your co-workers really frustrate you?

Provider Stay Interview QuestionnaireProvider Stay Interview Questionnaire

And what about me? What can I do to influence you to stay longer? Consider asking…..

Anything that I do that you definitely want me to continue to do or to do more often?

Provider Stay Interview Questionnaire Provider Stay Interview Questionnaire

Have you ever thought about leaving the team? What prompted it? Consider asking…

On a scale from 1 to 10, with ten being “very serious-I’m actively seeking another job at this time” and one being, “not very serious-I’ve no real plans to leave, “how would you rate your intention to leave?

Tips for Tips for Closing Closing the Meetingthe Meeting

Thank the team member for sharing.

Use your notes to summarize and repeat back to the team member the most important points discussed.

Briefly describe what you plan to do as a result of this meeting.

Ask the team member if he/she has any questions.

How We (MPCA) Implemented the How We (MPCA) Implemented the Stay Interview Process Stay Interview Process

1. Enrolled in The Retention Institute Certified Employee Retention Program (CERP)

2. Conducted Stay Interview Train-The-Trainer Session with all managers/top leaders

3. CEO/Executive Directors conducted stay interviews with managers

4. Managers conducted stay interviews with supervisors 5. Supervisors conducted stay interviews with team

members 6. Note: Each manager and supervisor should schedule a

meeting with their next-level-up manager to discuss completed “Stay Interview”, this meeting should be completed within 30 days after you’ve completed your interviews.

Who do you hold accountable for meeting employee retention goals by impacting their bonus, pay, or performance ratings?

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Poll Question #3 Poll Question #3

Poll Question #4 Poll Question #4

What is the main reason why people leave a company?

Supervisors’ Impact on Supervisors’ Impact on RetentionRetention

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“If you have a turnover problem, look first to your managers”…Gallup

Primary reason for seeking a new job is disliking boss’s performance…Yahoo

Employees stay for managers first and co-workers second…salary.com

Poor leadership causes over 60% of all employee turnover…Saratoga Institute

Employees who stay primarily for their supervisors stay longer, perform better, and are more satisfied with their pay…TalentKeepers

Given the high cost of turnover, it is clear that poor managers…dramatically increase the cost of operations…Kenexa

The Real Power of The Real Power of SupervisionSupervision

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More importantly, a study by Kenexa confirms that employees’ satisfaction with pay, benefits, learning, development, and advancement is “mediated” by their relationships with their supervisors and concludes:

“Offering a higher salary or developmental/advancement opportunities

may not be enough to retain employees”

So it appears that poor supervision overcomes the benefits of pay and development…and leads to higher turnover!

4 Thoughts to Ponder4 Thoughts to Ponder

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1. Poor supervisors will trump good employee programs

good programs + good supervisors = retentiongood programs + poor supervisors = turnover

2. Poor supervisors also trump good pay and development, and drive higher turnover

3. “Supervisors” refers to anyone who supervises people including executives and senior managers so all must have retention skills

4. If one or more of your supervisors fails to build effective retention relationships, what other legitimate advantages do you offer your employees that your competition for talent does not?

Manager Supervisor Manager Supervisor Exit Interview Exit Interview

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Require managers to conduct exit interviews with supervisors after each exit…before new-hire requisition is approved

Provides supervisory accountability for retention

Enables supervisors to learn lessons, move ahead

Encourages supervisors to build skills, improve

Spotlights supervisors who continuously lose good performers…and motivates managers to act

Manager Supervisor Sample Manager Supervisor Sample QuestionsQuestions

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1. As best you know, why is this employee leaving us?

2. Were you aware of this employee’s potential to leave for this reason?

3. How was this employee’s overall job performance?

4. What were the main reasons you hired this employee?

5. What was this employee’s reaction to the realistic job preview?

6. Who trained this employee? Was the training effective?

7. Who provided great support for this employee? Who did not?

8. What lessons can you learn from this employee’s leaving?

9. How effectively are you meeting your employee retention goals?

How To Avoid This

• Global hotel call centers cut turnover 50% in 4 months

• Major rural hospital cut turnover 39% in 6 months

• Urban retirement community cut nurse turnover 72% in 6 months

• Non-profit healthcare agency cut turnover 38% in 2 months

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Retention Success Stories Retention Success Stories

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Dick Finnegan, CEOC-Suite Analytics 407.694.3390

www.c-suiteanalytics.com

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For 5 Detailed Profiles of how companies implemented Stay Interviews & integrated them with surveys

Dick FinneganThe Retention Institute

C-Suite Analytics 407.694.3390

DFinnegan@C-SuiteAnalytics.com

www.c-suiteanalytics.com

More FREE Stuff!More FREE Stuff!

Kimberly A Benjamin,PHR517.827.0468

Kbenjamin@mpca.net

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