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Employee engagement

by Toronto Training and HR

October 2014

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CONTENTS3-4 Introduction5-6 Definitions7-9 Ways to foster engagement10-11 Drivers of engagement12-13 Enablers of engagement14-15 Impacts on engagement16-17 Ways to accelerate engagement18-19 Techniques to improve engagement20-21 Measures of engagement22-23 Performance outcomes for engagement24-25 Types of engagement26-28 Questions to ask before launching an engagement process29-33 Using engagement to improve the customer experience33-34 Factors leading to a change in behaviours and attitudes35-36 Personality dimensions37-38 Evidence of links between engagement and organizational

success39-40 Grateful leadership and engagement41-42 Brand and talent43-45 Zombies v humans46-47 Why do engagement surveys fail?48-49 What do the best organizations focus upon?50-51 Conclusion, summary and questions

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Introduction

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Introduction to Toronto Training and HR

Toronto Training and HR is a specialist training and human resources consultancy headed by Timothy Holden 10 years in banking15 years in training and human resourcesFreelance practitioner since 2006The core services provided by Toronto Training and HR are:

Training event designTraining event deliveryHR support with an emphasis on reducing costs, saving time plus improving employee engagement and moraleServices for job seekers

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Definitions

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EngagedNot engagedDisengagedDefinitions

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Ways to foster engagement

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Provide layered learning to develop employee skillsRate performance properlyRemove negative obstacles or policies that affect engagementLeverage your employees’ distinct abilities

Ways to foster engagement 1 of 2

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Align leadership styles and competencies to motivate and enable employeesFocus on nonmonetary rewards such as career growth, recognition, and learningCreate a clear link between performance and rewards

Ways to foster engagement 2 of 2

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Drivers of engagement

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Personal relationship with your bossEmployee developmentCo-workers and team membersPrideCareer growthLine of sightThe nature of the jobTrust and integrity

Drivers of engagement

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Enablers of engagement

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Visible empowering leadershipEngaging managersEmployee voiceOrganizational integrity

Enablers of engagement

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Impacts on engagement

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PerksRemote workingSize of organizationLength of tenureGenerational differencesEducationGender

Impacts on engagement

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Ways to accelerate engagement

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Select the right peopleDevelop employees’ strengthsEnhance employees’ wellbeing

Ways to accelerate engagement

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Techniques to improve engagement

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Use the right surveyFocus on engagement at the enterprise and local levelsSelect the right managersCoach managers and hold them accountable for their employees’ engagementDefine SMART objectives in everyday termsFind ways to connect with every employee

Techniques to improve engagement

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Measures of engagement

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Market metricsTraditional HR metricsFinancial metricsOperational metrics

The 12

Measures of engagement

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Performance outcomes for engagement

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Customer ratingsProfitabilityProductivityAttritionSafety incidentsShrinkage/theftAbsenteeismPatient safety incidencesQuality/defects

Performance outcomes for engagement

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Types of organization

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AlignedLost opportunity/lost potentialMotivational apathyHit and miss

Types of organization

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Questions to ask before launching an

engagement process

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What gets in the way of your organization creating exceptional employee experiences?What are the organizational elements that drive engagement, enablement, and exceptional experiences?

Questions to ask before launching an engagement process 1 of 2

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What are some logical employee engagement metrics? What type of informal measures could help us keep our finger on the pulse?What type of engagement constants should managers focus on?

Questions to ask before launching an engagement process 2 of 2

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Using engagement to improve the customer

experience

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Acknowledge that all employees play a key role in bringing the brand to lifeAudit your internal communicationsArticulate what your brand represents and what you promise to your customersDeploy simple processes

Using engagement to improve the customer experience 1 of 3

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Use simple toolsRegularly assess how well your employees know and understand your brand promiseEnsure that new employees understand your brand identity and promise

Using engagement to improve the customer experience 2 of 3

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Make sure that every employee understands how his or her job affects the customer experienceRecognize employees who deliver your brand promise to your customersRegularly solicit opinions from employees on new and better ways to deliver your brand promise

Using engagement to improve the customer experience 3 of 3

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Factors leading to a change in behaviours

and attitudes

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Economic climateImportance of delivering a great experienceMore democratic/consultative management styleNew technologyFrequent changeSpecific market conditionsGenerational issues

Factors leading to a change in behaviours and attitudes

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Personality dimensions

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NeuroticismExtraversionOpennessAgreeablenessConscientiousness

Personality dimensions

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Evidence of links between engagement

and organizational success

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ProfitRevenue growthCustomer satisfactionProductivityAttrition

Evidence of links between engagement and organizational success

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Grateful leadership and engagement

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Definition

ConsciousnessChoiceCourageCommunicationsCommitment

Grateful leadership and engagement

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Brand and talent

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ReputationWords to avoidAn integrated model

Brand and talent

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Zombies v humans

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How the zombies winZombies cannot see very farThey meander at their own paceThey divide and conquer the humansThey distract the humans

Zombies v humans 1 of 2

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How the humans winCreate clarityGive permissionForget about consensusRedefine the role of managers in leading changeBreak through the clutterShow progressCoordinate efforts of early adopters

Zombies v humans 2 of 2

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Why do engagement surveys fail?

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Post survey actions/reactions only further disengageMost disengaged people don’t bother to respond to the surveyThe timing was bad, especially if waiting to survey at the exit interview

Why do engagement surveys fail?

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What do the best organizations focus

upon?

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Strategy and leadership philosophyAccountability and performanceCommunication and knowledge managementDevelopment and ongoing learning opportunities

What do the best organizations focus upon?

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Conclusion, summary and questions

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Conclusion, summary and questions

ConclusionSummaryVideosQuestions