5 roads leading to impactful employee engagement and success

12/18/2013 ©2013 HDI. All rights reserved.

5 Roads Leading to Impactful Employee Engagement and Success

Eddie Vidal University of Miami

Presenter

Presentation Notes

Studies show employee engagement results in higher profits, increased performance, higher customer satisfaction and lower employee turnover. Recognizing, engaging, and rewarding your team members creates a highly energized, focused and motivated unit; a team driven by performance, delivery and accomplishment. IT leaders need to invest and make reward & recognition (R & R) a core value and find ways to improve services and performance by assuring the development and success of their most important asset; people. Eddie will provide you examples and ideas to lead you down the road to success.

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5 Roads to Success

1. Motivation 2. Teamwork 3. Recognition 4. Engagement 5. Appreciation

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1. Motivation

• Definition – is the driving force by which humans achieve their

goals. – Intrinsic motivation refers to motivation that is driven

by an interest or enjoyment in the task itself, and exists within the individual rather than relying on any external pressure

– Extrinsic motivation comes from outside of the individual. Common extrinsic motivations are rewards like money and grades, coercion and threat of punishment


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Motivation


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Whiteboard

What motivates you?


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What Motivates You?

• Career Development/Success

• Comfort/Relaxation • Health/Balance/Energy • Influence/Leadership • Learning/Knowledge/

Discovery • Materials/Possessions • Recognition/Praise • Security/Money/Home

• Social/Affiliation/Popularity/Acceptance

• Status/Prestige/Stand Out/Reputation

• Task Accomplishment/Problem Solving/Achievement

• Teaching/Guiding Others • Vitality/Energy • Others?


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Motivations

Poll Question: "Money is a good motivator“

Answer: A. Myth

B. Reality

Presenter

Presentation Notes

Not really. Certain things like money, a nice office and job security can help people from becoming less motivated, but they usually don't help people to become more motivated. A key goal is to understand the motivations of each of your employees.


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2. Teamwork

8


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Lencioni Model for Team Effectiveness

Inattention to Results

Avoidance of Accountability

Lack of Commitment

Fear of Conflict

Absence of Trust

9

Presenter

Presentation Notes

Another way to understand this model is to take the opposite approach, a positive one: Members of truly cohesive teams possess the following characteristics: They trust one another They engage in unfiltered conflict around ideas They commit to decisions and plans of action They hold one another accountable for delivering against those plans. They focus on the achievement of collective results.


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3. Recognition

• How well do you know your employees? – Family, kids, names – Hobbies – Values – Birthdays – Recognition Publicly or Privately – Career Goals, cover for you when out?


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Recognition

Poll Question: Has your manager ever asked you how he/she can show his

appreciation towards you? Yes or No


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Do you know your team?


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YOUR NAME HERE Nickname: Job Title: Hometown: Where I went to School: Birth Day: Kids: Pets: My First Job: Favorite Movie: Favorite Song or Band: Favorite thing to do on the

Weekends: Favorite place to visit: Something People May Not Know

About Me:


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Whiteboard

What are you doing to recognize your

employees?


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Recognition

• Thank You cards • Tools/Toys for their job • Time Off • Rewards and

Recognition Program? • No Budget , now what? • Free car wash


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Motivational Posters


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•Certificates •Movie Tickets •Employee chooses award •Nominated for HDI award •Wall of Fame •Monthly $20 award / up to 5 people •Recognition at meetings •Analyst/Technician of the period •Coffee cards or other gift cards •Service super stars share cake/dinner •Hand written “thank-you” note from manager •Name in agency newsletter

Recognizing Top Performers

17


http://www.thinkhdi.com/~/media/HDICorp/Files/Research-Corner/RC_EmployeeSat_Feb2011.pdf

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4. Engagement

Poll Question Are you engaged in your

current role and organization?

Yes or No


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4. Engagement

5 Tips for Keeping Great IT Staffers 1. Pay competitively 2. Offer new responsibilities 3. Create a Learning Culture 4. Provide attractive benefits 5. Address burnout proactively

Source: Robert Half Technology

Presenter

Presentation Notes

Courtesy of Robert Half: http://www.information-management.com/gallery/5-tips-for-keeping-great-IT-staffers-10025107-1.html?ET=informationmgmt:e9516:2005975a:&st=email&utm_source=editorial&utm_medium=email&utm_campaign=IM_Daily_120613 Pay competitively - Salary isn’t the only key to job satisfaction, but underpaying technology professionals will prompt them to seek other career opportunities Offer new responsibilities - Top performers want to advance. Even when you can’t give a promotion, offer new areas of responsibility Create a Learning Culture - Reimburse staff for relevant online classes, educational conferences and courses…if employees seek IT certifications, consider reimbursing them…consider starting a mentoring program. Provide attractive benefits - Ask technology professionals what perks they want – from health plans to flexible work hours to paid time off – and do your best to deliver them. Address burnout proactively - Promoting realistic workloads, brining in project professionals…and tackling morale issues immediately can help prevent employees from feeling overburdened and stressed.


http://www.information-management.com/gallery/5-tips-for-keeping-great-IT-staffers-10025107-1.html?ET=informationmgmt:e9516:2005975a:&st=email&utm_source=editorial&utm_medium=email&utm_campaign=IM_Daily_120613

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Engagement

Year is 1996


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Engagement High Engagement – Low Satisfaction

• Low morale and pessimistic about future of the company

• Employees that are giving their all, but are not happy with their work environment

• High risk of turnover

High Engagement – High Satisfaction • Employees who are ambassadors for

your organization • Believe in goals and vision of

organization • Committed to personal and

organizational success • Low risk of turnover

Low Engagement – Low Satisfaction • Employees who are vocal in the

critiques of the organization • A distinct threat to your brand • High risk of turnover • Requires an exhaustive review of

management and procedures

Low Engagement – High Satisfaction • Employees who are satisfied with their

pay and position, but do no believe in goals ad vision of organization

• Low risk of turnover • Happy to “get by” and drain

organization resources

14% 40%

26% 20% Source: The Carrot Principle by Adrian Gostick and Chester Elton

Presenter

Presentation Notes

The Carrot Principle page 83 Highly satisfied and engaged employees are as rare as they are valuable. In HealthStream Research survey of 200,00 employees, only 40% were identified as being both highly engaged and highly satisfied. That’s reinforced by a 2006 survey of 14,000 workers showing 65 percent of employees are currently looking for work. That’s two-thirds of our people who are searching for greener pastures.


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5. Appreciation


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Appreciation

Poll Question: Do you feel you are

appreciated for your work? Yes or No


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Appreciation

Definition • ability to understand the worth, quality, or

importance of something : an ability to appreciate something

• A Watson-Wyatt Reward Plan Survey of 614 employers with 3.5 million employees showed that the average turnover rate of employers with a clear reward strategy is 13% lower than that of organizations without one.


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Key selection criteria:

• Customer Service • Team commitment and value • Knowledge sharing • Leadership • Technical aptitude and knowledge


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Quotes

• Leadership through her actions • Compassionate but stern • I want to know • Weekend work • Humility – she never portrays she is better

than anyone else


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Wow stuff

• Self-improvement – 80 hours of professional development – 30 hours of personal development – 40 hours of community service

• Top 10 List


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5 Roads – Sports Analogy

• Who is your Closer? • Bases loaded – who do you go to? • Up to bat – who are your risk takers? Who

takes the initiative? • Extra innings – who stays late, works

weekends? • All Star, clutch performer • MVP

Presenter

Presentation Notes

Courtesy of Larry Murphy from SLAIT Consulting In 250 words or less, provide an example of how this analyst went above and beyond the norm for your customers, your organization, or their peers: TEAM is a word that is most commonly used on the SLAIT service desk and Andi, since day one has been the ultimate teammate. Like a great closer in baseball, Andi continues to be the “go to” analyst when the bases are loaded and you need an out. With the steady growth of the SLAIT service desk the last couple of years, the training program was falling behind. Andi stepped to the plate and approached me about taking the lead on revamping the training program. Folklore says “Mighty Casey has struck out”, not so with Andi. With one mighty swing, she revamped the “entire” training program. Her six months of hard work and dedication provided not only new analysts with training but refresher training for the incumbent analysts as well. She worked the extra innings on the project to ensure that her teammates were versed on all policy and procedures. Those efforts demonstrated her willingness to be a team player, one who cares about the organization her fellow co-workers and the customers we support on a daily basis. Andi would fit into any “All Star” lineup. She is a clutch performer who lets her actions speak for themselves. No matter if our customers require a single, double, triple, or even a home run, they can count on Andi to deliver. Her enthusiasm, professionalism and willingness to play the game the right way, has been superb. Andi is our MVP on the service desk.


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Appreciation


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Resources

• www.thanks.com • www.iappreciate.com • RSA Animate – Drive: The surprising truth

about what motivates us • www.carrots.com

Presenter

Presentation Notes

http://www.ted.com/talks/lang/en/dan_pink_on_motivation.html


http://www.thanks.com/

http://www.iappreciate.com/

http://www.youtube.com/watch?v=u6XAPnuFjJc

http://www.youtube.com/watch?v=u6XAPnuFjJc

http://www.carrots.com/

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Eddie Vidal

• HDI & Fusion Track Chair • HDI & Fusion Conference Speaker • HDI Strategic Advisory Board • President Emeritus of South Florida

HDI Local Chapter • Published in Support World

Magazine & HDI Connect • HDI Support Center Manager

Certified • ITIL V3 Foundation & OSA Certified • itSMF monthly podcast producer

Manager, Medical IT Service Desk [email protected]

[email protected] 305-439-9240 @eddievidal

http://www.linkedin.com/in/eddievidal

Presenter

Presentation Notes

Eddie Vidal Manager, Enterprise Support Services�University of Miami��Eddie Vidal has over twenty years’ experience in information technology, where he focuses primarily on service delivery and support for IT infrastructures. In his current position as the manager of enterprise support services for the information technology department at the University of Miami, Eddie supports over 35,000 faculty, staff, and students. In addition to higher education, Eddie’s experience includes the hospitality and travel industries.��Eddie currently serves as the president of the HDI South Florida local chapter and a member of the HDI Desktop Support Advisory Board (DSAB). He has spoken at local, regional, and national events and has been published in HDI's SupportWorld magazine.



http://www.linkedin.com/in/eddievidal

@eddievidal Eddie Vidal | 305-439-9240 | [email protected] | @eddievidal


5 roads leading to impactful employee engagement and success

Business

engagement year

impactful employee engagement

people recognition

company employees

motivation definition

organization resources

recognition program

intrinsic motivation