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This presentation reviews Dr. Marciano's Respect Model and Employee Engagement Meter.TRANSCRIPT
Whiteboard, LLCMaximizing Human Capital
NJAPAEast Windsor, New Jersey
May 2-3, 2013
by Dr. Paul Marciano
1st day of work
Consider . . .
We have new employees at “Hello.”
Employees come to us in a state of readiness to engage.
What does employee engagement
look like on the playing field?
Fully in the Game
Engagement Meter
11
22
33
44
55
Activelydisengaged
Disengaged
Opportunistic
Engaged
Activelyengaged
Engagement Meter
11
22
33
44
55
Createsthe mess
Walks past mess without thought
Hopes not to see it, will clean-up if personal benefit
Cleans-up what he/she sees
Helps clean-up, fix & prevent
Robust Impact of Engagement
Productivity & Performance
Profitability
Retention & Attendance
Innovation & Creativity
Conscientiousness & Honesty
Customer Satisfaction & Loyalty
Quality
Safety Compliance
Satisfaction & Morale
Physical & Psychological Well-Being
Unfortunately, not everyone plays full out.
Costs of Disengagement
• Decreased quality work = Mistakes!
• Poor communication
• Decrease and disruption in client service
• Increased absenteeism
• Decreased staff morale & teamwork
• Turnover
• Loss of expertise
• Advertising & recruitment costs
• Training & development costs
• Increased stress on remaining staff
If we start with engaged employees, what causes disengagement?
What does it take to create a culture that nurtures employees?
Most people believe that . . .
employee engagement and motivation are the same . . . they are not.
Traditional reward & recognition programs
why programs fail
Programs fail…
…because they are programs
Programs reduce…
creativity and risk taking
Programs destroy
teamwork
Inconsistent & unfair administration
Programs have no impact on culture
Reward programs…
…reduce overall motivation
Reward programs…
…reduce overall motivation
Don’t worry about how to motivate employees.
It isn’t even the right question.
The question is . . .
. . . how do we engage our people?
Realizing sustainable increases in employee engagement requires
impacting the culture of the organization.
CultureBehaviors
&Attitudes
Creating a culture of respect
When you hear the word “respect” what comes to mind?
I’m not concerned with
your liking or disliking
me. All I ask is that you
respect me as a
human being.
~ Jackie Robinson
“
”
For many people being respected is even more important than being liked.
Why is respect so important to individuals, and political, social and
religious organizations?
Respect is a matter of survival.
As an individual:
When you are respected you are protected.
When you are not respected you are vulnerable.
Respect = PowerPower is the ability to influence others
Pow
er
Respect
Think of someone who you really respect. What is it about that person’s behavior, traits and characteristics that has you hold them in
such high esteem?
Lose Respect
↓Lose Followers
↓
Lose Power
Discuss a time when you either lost respect for someone or you felt disrespected. What were the circumstances and what impact did it have on you and your relationship with that person?
What are examples of disrespectful behaviors in the workplace?
Gossip test
When a person feels disrespected at work, what is the impact on that individual, his/her
team, the organization, and customers?
What may be considered disrespectful in one culture may be perfectly acceptable
– or even reinforced – in another.
What matters is the impact not the intent.
What are examples of respectful behaviors in the workplace?
“Most people do not listen with the intent to understand; they listen with the intent to reply.”
~ Stephen Covey
“The most basic of all human needs is the need to understand and be understood. The best way to understand people is to listen to them.”
~ Ralph Nichols
“If there is any one secret of success, it lies in the ability to get the other person's point of view and see things from that person's angle as well as from your own.”
~ Henry Ford
the RESPECT™ model
An actionable philosophy which guides and directs behavior
Respect the Organization
ORGANIZATION
RESPECT
IND
IVID
UA
L
WORKTEAM
SU
PE
RV
ISO
R
Respect the Supervisor
SUPERVISOR
RESPECTO
RG
AN
IZA
TIO
NINDIVIDUALW
ORK
TE
AM
Respect Team Members
TEAM
RESPECTS
UP
ER
VIS
OR
ORGANIZATIONINDIV
IDUAL
WO
RK
Respect the Work
WORK
RESPECT
TE
AM
SUPERVISORORGANIZ
ATION
IND
IVID
UA
L
Feel Respected
INDIVIDUAL
RESPECT
WO
RK
TEAM
SUPERVISOR
OR
GA
NIZ
AT
ION
the RESPECT™ drivers
R ECOGNITION
“A pat on the back is only a few vertebrae removed from a kick in the pants, but is miles ahead in results.”
-- W. Wilcox
ThankYou
Turnkey Solutions & Best Practices Recognition
• Send a handwritten “thank you” note home
• Spread the word; inform higher ups
• Create a wall of great ideas
• Hold work up as an example
• Increase decision making & autonomy
• Create more opportunities
• Document performance in personnel file
“The most vital task of the leader is to motivate, inspire, empower and encourage the team's primary resource -- the unlimited, creative human potential to find better ways.”
-- Dr. Lewis Losoncy If he works for you, you work for him.- Japanese proverb
EMPOWERMENT
Turnkey Solutions & Best Practices Empowerment
• Create powerful on-boarding and new hire training programs; set employees up for success
• Ask employees how you can reduce barriers and help them do their jobs better
• Increase level of cross-training or at least shadowing
• Increase flow of communication, e.g., hold monthly lunches and invite a leader or team member from another department to share updates
• Increase level of autonomy and decision making
• Create learning opportunities through delegation
SUPPORTIVE FEEDBACK
“No one enjoys addressing others' deficiencies but failure to do so sends the message that people are on track when they really aren't. And that may be the greatest disservice a leader can do to someone else.”
-- Eric Harvey
Turnkey Solutions & Best Practices Supportive Feedback
• Focus on behavior and impact of behavior not attitude
• Schedule time on the calendar for regular feedback
• Utilize “coaching moments” – quick feedback
• Add role-play to supplement verbal comments
• Keep feedback future focused
• Be selective and focused in your feedback; prioritize
• Serve as a role model and ask employees to provide you with feedback
PARTNERING
“In the past a leader was the boss. Today’s leaders must be partners with their people”
-- Ken Blanchard
Turnkey Solutions & Best Practices Partnering
• Conduct an internal service assessment
• Develop a mentoring program
• Create an employee council to provide feedback and have input on organizational decisions – especially those relevant to their jobs and benefits
• Increase communication through town hall meetings, weekly newsletters, and a company blog
• Institute a profit sharing or stock option program
• Eliminate differences in benefits and perks, e.g., parking spaces, healthcare, and company cars
EXPECTATIONS
“Set your expectations high; find men and women whose integrity and values you
respect; get their agreement on a course of action; and give them your ultimate trust.”
-- John Akers
Turnkey Solutions & Best Practices Expectations
• Give job candidates the “real deal”
• Set clear, consistent and challenging goals
• “What gets measured gets done”; track progress
• Document expectations to ensure common understanding and to hold others accountable
• Put checkpoints in place; especially early
• Hold a “compare expectations” exercise
• Consequate behavior early; “Confused & “Concerned”
• Hold people accountable!
CONSIDERATION
“People do not care how much you know until they know how much you care.”
-- John Maxwell
Turnkey Solutions & Best Practices Consideration
• Know your employees, e.g., hobbies, interest, family
• Be on time & follow-up promptly
• Celebrate accomplishments & special days
• Regularly ask employees for their opinions & ideas
• Create flexibility in schedule
• Keep people in the information loop; ask if they would like to be copied on emails or join meetings
• Give people your full attention during meetings
TRUST
“Leadership without mutual trust is a contradiction in terms.”
-- Warren Bennis
Turnkey Solutions & Best Practices Trust
• Avoid micro-managing
• Keep your promises
• Own up to mistakes
• Talk to people not about them
• Be honest and direct
• Give credit where credit is due
• Increase autonomy
• “Walk the talk”; don’t say one thing and do another
Where to start?
Be the change you want to see in the world.
-- Mahatma Gandhi
“ ”
What commitment can you make to contribute to a culture of respect at organization?
Dr. Paul’s Contact Information
Email: [email protected]
Website: www.PaulMarciano.com - newsletter, videos, etc.
Connect on LinkedIn: www.linkedin.com/in/paulmarciano/
Join LinkedIn Group: Respect in the Workplace
Twitter: @TheRespectGuy
Phone: 908-268-7272
Address: 120 Main Street, Flemington NJ 08822
Amazon Link to “Carrots and Sticks Don’t Work”