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Louder Than Words
10 Essential Engagement Steps....that Drive Results
Bob Kelleher
President and Founder
The Employee Engagement Group
2
Introduction
…have spent the better part of the past 25
years designing, implementing, and
monitoring engagement initiatives
Louder Than Words –
2011* #1 selling
Employee Engagement book
AMAZON Sales
3
So, we feeling engaged these days?
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Dis-ENGAGEMENT
ENGAGEMENT
Era of the Dis-Engaged
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…so where are
we heading?
According to PWC’s 2011 Global CEO Survey
PricewaterhouseCoopers 2011 Global CEO Survey
83% of Executives list their
Talent Management Strategy as their # 1 concern*
* PricewaterhouseCoopers 2011 Global CEO Survey
Focus Today on the
10 Steps of Engagement
What should Companies Do?
Step 1 Link to High Performance
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Define Engagement
Engagement is NOT
Employee Satisfaction!
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– Engagement is about unlocking your employee’s potential to drive high performance
Company
Performance
Employee
Potential Employee
Engagement
A Mutual Commitment
…resulting in the capture of
Discretionary Effort
Definition of Engagement Unlocking your employees potential
to drive high performance
Step 1 – Link to High Performance
Step 2 It Starts at the Top
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Leaders have to “Own It”
Step 2 – Starts At The Top
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… and “Walk the Talk”
Step 2 – Starts At The Top
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Case Study
Step 3 Engage First Line Leaders
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Disengaged managers
are 3 times more likely
to have disengaged
employees* * 2009 Sirota Intelligence Study
C
Step 3 – Engage First Line Leaders
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The #1 Driver of Employee
Engagement is one’s
first line supervisor
* Gallup survey of 80,000 Global Employees
C
Step 3 – Engage First Line Leaders
Step 4 Communication,
the Cornerstone of Engagement
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Leverage Technology
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Communicate 13X
Step 4 – Communication
…and your brand accelerator is Social Media
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I love
working for
Company
ABC
Yesterday
I hate
working for
Company
ABC
I love working for
Company ABC
I hate working for
Company ABC
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But...
we have challenges...
Step 4 – Communication
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Who Sets Policy?
Step 4 – Communication
Brand both the What and the Why
CEO Howard Schultz
Once we started donating one pair of glasses to every
pair sold, we met our annual sales target in three weeks, and donated 85,000
glasses in year one. Cofounder, David Gilboa
Step 5 Individualize Engagement
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By Generation
Step 5 – Individualize Engagement
37% of Gen Y are unemployed yet 90% believe they currently
have enough money
2010 Pew Research Center Millennials: A Portrait of Generation Next
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STEP 5: Individualize your Engagement
By Inclusion & Diversity
Step 5 – Individualize Engagement
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Old Model - Diversity
Gender
Physical
abilities/
qualities
Sexual
orientation
Age
Race/
Ethnic Heritage
Religious Beliefs
Thinking
Styles
Drives & Motivation
Parental Status New Model -
Inclusion and
Innovation
“We tell our clients, scrap your 30 second TV ad. Let's do 200 online videos in two
days..”
#25 Most Innovative Company, 2011 Fast Company
Key Word Search: Super Bowl Ad
Case Study
Step 6 Create a Motivational
Culture
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What you
need them
to do
What
they like
to do
What
they’re
good at
An Engaged
Employee
Know Your Employees
Step 6 – Create a Motivational Culture
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Encourage Creativity and Innovation
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But we have a challenge...
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#41
#6
98%
2%
32%
#65
Fre
quency
Age 5 0 8 44 Retirement
What a Great Idea
Chic Thompson
Creativity is unlearned as we go through life
Questions
Creativity
Laughter #113
#83
#11
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Birth- 5 years old: Age of “Why”
5-12 years old: Age of “Why Not”
12- Retirement: Age of “Because”
So……..
Step 7 Create
Feedback Mechanisms
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Help Us
Innovate
Surveys 360’s Idea Venues
Blogs Workshops Town halls
Step 7 – Create Feedback Mechanisms
Step 8 Reinforce and Reward the
Right Behaviors (and consequences for
wrong behavior)
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Money Matters (Sort of)
Step 8 – Reinforce/Reward Right Behaviors
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People are Motivated by Achievement
Step 8 – Reinforce/Reward Right Behaviors
…and hold people Accountable
Step 9 Track and
Communicate Progress
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…and not the negatives
Step 9 – Track and Communicate Progress
Step 10 Hire and Promote the
Right Behaviors and Traits
Do You Know Who You Are?
“You don’t have an Engagement problem, you have a Selection problem.”
© The Employee Engagement Group 2011 All Rights Reserved
Help Wanted: Join Our Team: We’re
Autocratic
Overly Directive Super serious (no fun culture)
Highly Structured
Case Study B
Tony Hsieh, CEO of Zappos
Case Study C “We’ll give you $3,000
to Quit now!”
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Traits
Characteristic
s that define
someone’s
personal
nature
Behavior
How one acts
or reacts to
specific
circumstances
Education
The
knowledge
one carries
with him/her
Skills
The ability to
put
knowledge
into action
The B.E.S.T Concept
Step 10 – Hire the Right Behaviors & Traits
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In Closing…
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The 10 Steps of Engagement
@BobKelleher
The Employee Engagement Group
www.EmployeeEngagement.com
Thank You
