5  Roads  Leading  to  Impac2ul  Employee  Engagement  and  Success  

Eddie  Vidal  University  of  Miami  

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  

CerLfied  •  ITIL  V3  FoundaLon  &  OSA  CerLfied  •  itSMF  monthly  podcast  producer  

                 

Manager, Medical IT Service Desk evidal@miami.edu

eddie_vidal@yahoo.com 305-439-9240 @eddievidal

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

@eddievidal  

5  Roads  to  Success  

1.  MoLvaLon  2.  Teamwork  3.  RecogniLon  4.  Engagement  5.  AppreciaLon  

@eddievidal  

1.    MoLvaLon  

•  Defini&on  –  is  the  driving  force  by  which  humans  achieve  their  goals.  

–  Intrinsic  mo&va&on  refers  to  moLvaLon  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  mo&va&on  comes  from  outside  of  the  individual.  Common  extrinsic  moLvaLons  are  rewards  like  money  and  grades,  coercion  and  threat  of  punishment  

@eddievidal  

MoLvaLon  MoLvaLon  

What  MoLvates  You?  

•  Career  Development/Success  

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

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

 

•  Social/AffiliaLon/Popularity/Acceptance  

•  Status/PresLge/Stand  Out/ReputaLon  

•  Task  Accomplishment/Problem  Solving/Achievement  

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

MoLvaLng  your  Team  

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

•  No  Budget  ,  now  what?  

•  Posters  

@eddievidal  

@eddievidal  

2.    Teamwork  

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@eddievidal  

Lencioni  Model  for  Team  EffecLveness  

InabenLon  to  Results  

Avoidance  of  Accountability  

Lack  of  Commitment  

Fear  of  Conflict  

Absence  of  Trust  

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@eddievidal  

3.    RecogniLon  

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

@eddievidal  

RecogniLon  

 Has  your  manager  ever  asked  you  how  he/she  can  show  his  appreciaLon  towards  you?  

@eddievidal  

Do  you  know  your  team?  

@eddievidal  

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:  

@eddievidal  

What  are  you  doing  to  recognize  your  employees?  

@eddievidal  

• CerLficates  • Movie  Tickets  • Employee  chooses  award  • Nominated  for  HDI  award  • Wall  of  Fame  • Monthly  $20  award  /  up  to  5  people  • RecogniLon  at  meeLngs  • Analyst/Technician  of  the  period  • Coffee  cards  or  other  gif  cards  • Service  super  stars  share  cake/dinner  • Hand  wriben  “thank-­‐you”  note  from  manager  • Name  in  agency  newsleber  

Recognizing  Top  Performers  

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@eddievidal  

4.    Engagement  

Are  you  engaged  in  your  current  role  and  organizaLon?  

@eddievidal  

Engagement  

•  American  workers  are  “not  engaged”  (52%)  •  AcLvely  disengaged  (18%)  •  EmoLonally  disconnected  •  Less  likely  to  be  producLve  •  Cost  the  U.S.  between  $450  billion  to  $550  billion  each  year  in  lost  producLvity  

•  More  likely  to  steal  from  their  companies,  negaLvely  influence  their  coworkers,  miss  workdays,  and  drive  customers  away  

Source:  Gallup  

@eddievidal  

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  recogniLon  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.  

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@eddievidal  

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  

commibed  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  opportuniLes  at  work  to  

learn  and  grow.  

12  

@eddievidal  

Engagement  

•  More  effecLve  •  Fewer  accidents  •  Fewer  quality  defects  •  Obtain  more  customers  •  Call  in  sick  less  •  Reduce  healthcare  costs  

Source:  Gallup  

@eddievidal  

4.    Engagement  

5  Tips  for  Keeping  Great  IT  Staffers  1.  Pay  compeLLvely  2.  Offer  new  responsibiliLes  3.  Create  a  Learning  Culture  4.  Provide  abracLve  benefits  5.  Address  burnout  proacLvely    Source:  Robert  Half  Technology  

@eddievidal  

Engagement  

Year  is  1996  

@eddievidal  

Engagement  High  Engagement  –  Low  Sa&sfac&on  

•  Low  morale  and  pessimisLc  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  Sa&sfac&on  •  Employees  who  are  ambassadors  for  

your  organizaLon  •  Believe  in  goals  and  vision  of  

organizaLon  •  Commibed  to  personal  and  

organizaLonal  success  •  Low  risk  of  turnover  

Low  Engagement  –  Low  Sa&sfac&on  •  Employees  who  are  vocal  in  the  

criLques  of  the  organizaLon  •  A  disLnct  threat  to  your  brand  •  High  risk  of  turnover  •  Requires  an  exhausLve  review  of  

management  and  procedures  

Low  Engagement  –  High  Sa&sfac&on  •  Employees  who  are  saLsfied  with  their  

pay  and  posiLon,  but  do  no  believe  in  goals  ad  vision  of  organizaLon  

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

organizaLon  resources  

14%   40%  

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

@eddievidal  

Engagement  

•  $200  SLpend  for  training  or  reference  material  

•  Polo  shirts  •  Picnic  

@eddievidal  

5.    AppreciaLon  

@eddievidal  

AppreciaLon  

 Do  you  feel  you  are  

appreciated  for  your  work?  

@eddievidal  

AppreciaLon  

DefiniLon  •  ability  to  understand  the  worth,  quality,  or  importance  of  something  :  an  ability  to  appreciate  something  

•  A  Watson-­‐Wyab  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  organizaLons  without  one.  

@eddievidal  

Key  selec(on  criteria:  

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

•  itSMF  Awards  

@eddievidal  

Quotes  

•  Leadership  through  her  acLons  •  Compassionate  but  stern  •  I  want  to  know  •  Weekend  work  •  Humility  –  she  never  portrays  she  is  beber  than  anyone  else  

@eddievidal  

Quotes  •  CLONE  HIM!  •  His  avtude?  Contagiously  posiLve!  •  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  

@eddievidal  

Wow  stuff  

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

@eddievidal  

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  iniLaLve?  

•  Extra  innings  –  who  stays  late,  works  weekends?  

•  All  Star,  clutch  performer  •  MVP  

@eddievidal  

AppreciaLon  

@eddievidal  

Resources  

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

CerLfied  •  ITIL  V3  FoundaLon  &  OSA  CerLfied  •  itSMF  monthly  podcast  producer  

                 

Manager, Medical IT Service Desk evidal@miami.edu

eddie_vidal@yahoo.com 305-439-9240 @eddievidal

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

@eddievidal  

Eddie  Vidal  |  305-­‐439-­‐9240  |  eddie_vidal@yahoo.com  |  @eddievidal  

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