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The 7 Keys
Openness – People are receptive to new ideas and respectfully engage in two-way communication
Motivation – People feel recognized and utilized and display positive feelings about their job and colleagues
Feedback – People realize and engage in constructive feedback
Difference Management – People create collaborative relationships with colleagues and ensure differences are a source of strength and not division.
7 KEYS TO EMPLOYEE ENGAGEMENT
Feeling Valued - People feel appreciated and special and hence they act special
Conflict Management – People are conflict free and engage in proactive feedback that minimizes dysfunctional conflict
Ownership – People take ownership for their job and getting their needs met rather than whining behind backs
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7 Keys to Contact Center Employee Engagement
Time to Get Engaged (from Tom Peters)
I've often wondered why many organizational leaders don't get it about "workforce engagement.“ Some pay lip service to it but don't invest in it, while others simply discount it. I had a conversation with a Big Pharma executive a few years ago who thought "employee passion" was "fluff." He said his company focused on talent and bottom line results, period. (He couldn't see that a company with a reputation for having an engaged, inspired workforce MIGHT be a better talent magnet.)
AND deliver a better customer experience!
7 KEYS TO EMPLOYEE ENGAGEMENT
Building a POP Culture
The new millennium requires a new leadership model. One that accounts for the fact many middle management levels from years past are now gone, never to return. And one that doesn’t focus on CONTROL.
We need a model:
That teaches every employee to take responsibility for organizational success That teaches EVERYONE how to work together to improve the customer experience, not just
management That overcomes the negative effects of today’s self-centered society and continuous
examples of incivility towards each other That replaces the old command and control system that has ruined innovation and morale
for so many That goes beyond the failures of training that only provides information and is
transformational and accessible to all
COMMAND AND CONTROL
TRASH
7 KEYS TO EMPLOYEE ENGAGEMENT
Building a POP Culture
The results obtained from this type of culture include:
Greater Innovation Improved collaboration Lower resistance to change Higher customer experience
7 KEYS TO CX ENGAGEMENT
Beyond Morale uses a systematic approach to help you build this type of environment; we call it a POP Culture. In a POP Culture people learn to first think about the PURPOSE of the organization, and then think about how they can help OTHERS before they think about their own PERSONAL needs and gain.
“In a POP Culture people are more customer experience focused. This is extremely beneficial in the current service economy where competitive advantages are contingent on service differentiation and teamwork.”
Higher levels of trust More ownership taken Lower conflict Improved profits
Lower stress Higher employee motivation Lower unplanned absence Lower skilled-talent turnover
Image Credit: TallentShow
One in five middle managers felt their management training was poor.
Accenture
Here is your chance to leverage the immense power and influence real case studies can carry.
Get your extensive list of insightful results by industry experts. Enjoy them and share them with co-workers, friends and leadership who are in need of taking some action for building a great place to work!
In this eBook you will find facts from many, including: Gallup Towers Watson ACCOR Wright Management Accenture
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7 KEYS TO EMPLOYEE ENGAGEMENT
Collaborative Relationships (by Tom Peters)
When processes aren’t working, everyone sits up and takes notice but when relationships aren’t working, they are somehow seen as interfering with work. Really, relationships are every bit as much a part of work as processes are and also need to be engineered and tweaked.
Collaborative relationships don’t just happen. They need to be created and maintained once they are in place. They are critical to your business success.
Servant Teamwork®
7 KEYS TO EMPLOYEE ENGAGEMENT
Servant Teamwork®
The service related focus is what we mean by using the word “Servant”. It is not about subservience, it is about HELPING. Added to “Teamwork”, it represents helping each other. It’s that simple.
Advancing on the Servant Leadership Model created by Robert Greenleaf in the mid-twentieth century and made publicly popular by such authors as Stephen Covey, Ken Blanchard, and Spencer Johnson, Servant Teamwork is for the modern workplace. If you want improved trust, teamwork, and a values-based culture faster, then EVERYONE has to be involved, not just leaders. Servant Teamwork is for EVERYONE to participate.
7 KEYS TO EMPLOYEE ENGAGEMENT
www.empathymapping.com
Improve CustomerEmpathy!
It’s not about you. Employee Engagement and Leadership are about individualizing not universalizing. It is about learning how to respond to the specific needs of an individual rather than behaving in standard, generic ways or you need to improve the customer experience.
Employee engagement and Leadership is complex. It is not realistic to expect one person to be ‘getting it right’ for his / her colleagues no matter how many leadership courses they have attended.
7 KEYS TO EMPLOYEE ENGAGEMENT
Leader and colleague relationships are most effective when viewed as a partnership. When people engage and take ownership for relationship building rather than sitting back and expecting management to fix things, the organization thrives and then the customer wins.
Our mission at Beyond Morale is to help teach your people focus on the customer as the common bond that can be used to build productive internal relationships.
Underlying Model of Employee Engagement & Leadership
7 KEYS TO EMPLOYEE ENGAGEMENT
7 KEYS TO EMPLOYEE ENGAGEMENT
4 Vital CX Questions
When included in interpretative analysis and diagnostic testing these four questions enable you to determine your best action to improve the customer experience.
They should be used when analyzing customer touchpoints, moments of truth, employee performance and various customer interactions.
The four questions help you to focus and assign the proper resources and prescriptive actions in a manner that heightens trust and collaboration.
Image Credit: Campanaro
In low engaged, only two in five say that directors and senior managers treat employees with respect.
Kingston Business School
7 Keys
Beyond Morale™ incorporates a proven system that is psychologist developed.
These seven core elements have been found to be the most effective and fundamental components to measure and focus improvements on if you want to build stronger workplace relationships.
And by implication, these same elements can be used to measure employee engagement, impact of leadership and the strength of the customer experience across your company.
7 KEYS TO EMPLOYEE ENGAGEMENT
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The 7 Keys
7 KEYS TO EMPLOYEE ENGAGEMENT
Satisfaction@Work Index
The Satisfaction@Work Index (SWI) takes only five minutes to complete (everyone completes) and provides both a baseline and on-going picture into the 'health' and performance levels of relationships across your business while providing individuals the opportunity to improve self-awareness.
The intention for using the SWI is not to rank teams or leaders. The SWI helps to highlight areas of concern which makes it possible for you to deploy the right support at the right time for teams and team leads. In this way trust, support, and collaboration are grown across the organization instead of fear and insecurity. And then, your customer experience will grow.
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A Measurement and a SolutionLearn More
Image Credit: nachans
75% of leaders have no engagement plan or strategy even though 90% say engagement impacts on business success. ACCOR
CX LEADERSHIP & EMPLOYEEENGAGEMENT
Brings your whole CX-focused employee engagement and leadership development world together into one powerful system.
Go beyond training to transform Go beyond communication to
collaboration Go beyond managing CX to
leading CX
SPEAKING EXECUTIVECOACHING
OFF-SITEWORKSHOPS
HUDDLEWORKSHOPS
PROGRAMS(SaaS-tools)
ENGAGEMENTANALYTCS
- Our Work -
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Copyright © 2017 Influence to Action, Inc.Operating under the brands: Call Center Coach, Beyond Morale, Fast Leader Podcast
All rights reserved. But this is no ordinary disclaimer notice. I am using it a test to see if you have higher Emotional Intelligence (EQ)than the other 99.9% of people that will breeze past this page. Hey, somebody has to live in lala land. But that’s okay. We are allspecial. I appreciate them but will acknowledge you. Because you are exceptional and I will recognize you for that by tweeting it frommy Twitter account @BeyondMorale that as of today has more than 25,000 followers. I will also post it on my Facebook wall and onmy Google+ Profile. All you need to do is text me at the number below with your twitter handle and the message “I’m awesome”. Nowfor the rest of the disclaimer. No part of this publication may be reproduced, distributed, or transmitted in any form or by any means,including photocopying, recording, or other electronic or mechanical methods, without the prior written permission of the publisher,except in the case of brief quotations embodied in critical reviews and certain other noncommercial uses permitted by copyright law.For permission requests, text or email a note to Jim, addressed “Attention: Permission Request,” at the destination below.
336-202-1032 or [email protected]
