5 roads to employee engagement and success - 2016 hdi conference
TRANSCRIPT
5 Roads Leading to Impactful Employee Engagement and Success
Eddie Vidal
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 producerEJV Corp – Managing Director
305-439-9240@eddievidal
http://www.linkedin.com/in/eddievidal
5 Roads to Success
1. Motivation
2. Teamwork
3. Recognition
4. Engagement
5. Appreciation
Family
4
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
Motivation
Motivation
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?
Motivating your Team
• Thank You cards
• Tools/Toys for their job
• Time Off
• Rewards and Recognition Program?
• No Budget , now what?
• Posters
2. Teamwork
12
Lencioni Model for Team Effectiveness
Inattention to Results
Avoidance of Accountability
Lack of Commitment
Fear of Conflict
Absence of Trust
13
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?
Recognition
Has your manager ever asked you how he/she can show his
appreciation towards you?
Do you know your team?
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:
What are you doing to recognize your
employees?
•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
19
4. Engagement
Are you engaged in your current role and
organization?
Engagement
• American workers are “not engaged” (52%)
• Actively disengaged (18%)
• Emotionally disconnected
• Less likely to be productive
• Cost the U.S. between $450 billion to $550 billion each year in lost productivity
• More likely to steal from their companies, negatively influence their coworkers, miss workdays, and drive customers away
Source: Gallup
Gallup’s Q
1. I know what is expected of me at work.2. I have the materials and equipment I need to do my
work right.3. At work, I have the opportunity to do what I do best
every day.4. In the last seven days, I have received recognition or
praise for doing good work.5. My supervisor, or someone at work seems to care
about me as a person.6. There is someone at work who encourages my
development.
12
Gallup’s Q
7. At work, my opinions seem to count.8. The mission or purpose of my company makes
me feel my job is important.9. My associates or fellow employees are
committed to doing quality work.10.I have a best friend at work.11.In the last six months someone at work has
talked to me about my progress.12.This last year, I have opportunities at work to
learn and grow.
12
Engagement
• More effective
• Fewer accidents
• Fewer quality defects
• Obtain more customers
• Call in sick less
• Reduce healthcare costs
Source: Gallup
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
Engagement
Year is 1996
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 ingoals 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
Engagement
• $200 Stipend for training or reference material
• Polo shirts
• Picnic
5. Appreciation
Appreciation
Do you feel you are appreciated for your work?
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.
Key selection criteria:
• Customer Service
• Team commitment and value
• Knowledge sharing
• Leadership
• Technical aptitude and knowledge
Quotes
• Leadership through her actions
• Compassionate but stern
• I want to know
• Weekend work
• Humility – she never portrays she is better than anyone else
Quotes
• CLONE HIM!• His attitude? Contagiously positive!• Top Dog• Tough calls, Tough customers he handles like a new born• A treasure and resource for success• Legendary• Not a single unplanned absence in 3.5 years• When I call Service Desk I hope______ answers the phone• Johnny-on-the-spot
Wow stuff
• Self-improvement
– 80 hours of professional development
– 30 hours of personal development
– 40 hours of community service
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
Appreciation
Resources
• www.thanks.com
• www.iappreciate.com
• RSA Animate – Drive: The surprising truth about what motivates us
• www.carrots.com
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 producerEJV Corp – Managing Director
305-439-9240@eddievidal
http://www.linkedin.com/in/eddievidal
Eddie Vidal | 305-439-9240 | [email protected] | @eddievidal
Don’t forget to complete an evaluation form!