Employee Engagement: Building a Better Workplace

This week, I'm going to switch gears and, instead of relating an anecdote, I'd like to share some things I learned in a recent webinar given by the Canadian Management Centre.

In August, 2012, Ipsos Reid prepared a report on employee engagement in Canada.   They interviewed 1,200 employees at over 500 companies, as well as 484 human resources managers.  The report covered 25 industry sectors. 

As managers, we'd love to think that our employees absolutely enjoy working for our companies.  However, the Ipsos-Reid study indicated that only just over a quarter - 27% - of employees consider themselves engaged.  Disturbingly, 23% classed themselves as totally disengaged.

I think it's safe to say most employees would be quite content to stay with the same employer throughout their careers.  However the study suggested only 37% of employees think their employers are doing a good job of retaining good employees.

What are the economic effects of employee engagement?

One school of thought is that the cost of employee disengagement is the product of one year's average salary times the rate of voluntary turnover (i.e., employees who resign)

According to Ipsos-Reid, employees who are highly engaged in their jobs are 2-1/2 times more likely to consider themselves satisfied with their jobs - and 1-1/2 times more likely to excel in their jobs. To me, this suggests that companies who foster engagement among their employees will have a team that outperforms their competitors.

This correlates with popular wisdom among sales managers that sales people who strongly believe in the product (or service) they're selling are the ones most likely to succeed.  Their passion about the product is infectious and helps them persuade customers to buy.  Their passion - and success - make the job fun, and that makes it a lot easier to get out of the office and make calls on customers, which, in turn, generates even more sales.

A key factor in building employee engagement is for managers to actively get out of their offices and spend time getting to know the people on the front lines.  Really, this is a matter of communication, and the Ipsos-Reid study dealt also with how communication impacts engagement.

Interestingly, another payoff for developing engagement is that, by moving an employee from actively disengaged to highly engaged reduces the likelihood of them leaving the organization by 92%.  If your best and brightest aren't engaged, cultivating positive relationships with them could be your best way to avoid losing them.

According to the study, overall, 68% of Canadian workers are at least somewhat satisfied with their jobs.  When workplace issues (such as working conditions, business cycles, potential layoffs etc.) are seen by employees as being communicated in a timely manner, job satisfaction increased to 88%.

The interaction of "management by walking around" probably is one of the best ways of building engagement because it promotes regular flow of information back and forth between manager and employee.  It permits some key company initiatives to be conveyed informally (which may also be perceived as more sincere) and allows employees to express concerns before they build up to a crisis.

The webinar is posted on YouTube.  Here's a link to take you there:

http://www.youtube.com/watch?v=89NTnL6ilYI&utm_source=Campaigner&utm_campaign=2013_Post_NTLS_August_8_webinar__&campaigner=1&utm_medium=HTMLEmail&utm_content=2013_Post_NTLS_August_8_webinar__

Another CMC webinar from December 2012 presents highlights of the study.

http://www.youtube.com/watch?v=Go7MKm4WjC0

Employee Engagement: Making it happen for the Customer

I've mentioned unions before in previous posts, and how some folks find unions to be an obstacle to getting things done.  This week, I'd like to give you another example of a success story from a unionized plant.

At the first B2B manufacturing business I worked for, whenever our general manager was going to be away on vacation, he rotated the job of assuming his role among the members of the management group.

Eventually it became my turn to run the morning production meetings and coordinate production schedules and customer orders for a week. Things started out being very much a routine.

We had an order in house for a new product we were doing for the first time for a new customer my team had been developing.  It wasn't a complex product - just a foil lid for a major yogurt producer - but our production team encountered a serious problem.  The foil we had received to run this order had some significant quality issues that adversely impacted how easily we could run the product on our presses and downstream operations.  It wasn't something we could easily replace.  The lead time for this particular grade of foil was 16 weeks, and the customer's purchase order required it to be delivered the week I was in charge.

Our production manager suggested running the order on an older press that wasn't used much, but we had only a couple of operators who'd ever been trained on this press.  He suggested we ask for volunteers to put together a crew to run this order.

The union assisted us in assembling a crew for this old press and managed to finder an operator from among their membership who had once run this particular piece of equipment.

We met with the crew and explained the challenges to running the job and offered whatever help we could.  They agreed to give it a try.

Not only did they manage to run the order, we also managed to deliver it on time to the customer.  The order took longer to run than we would normally have planned, but the job needed to be run slowly so the press crew could maintain control over the substandard foil they were running.

At no time was the customer aware of the problems we had in producing their order.  The product ran fine on their lines.

At our next communications meeting, the management team recognized the crew who ran the yogurt lid job, and they got lots of cheers from their union mates - and a lot of respect from our management team.

In this case, the men on that crew wanted to demonstrate their skill in running a very challenging job.  None of them wanted to let the customer down.  They came through without the traditional union-management rhetoric.  it was just one instance in which union and management showed they could both be on the same side - the side of the customer.

Publicly Speaking

One of the things I do while I'm in transition is to facilitate or chair meetings for HAPPEN, a networking organization in the Toronto area. The meetings are usually about 3 to 3-1/2 hours and include a keynoter speaker and new member introductions.

Whether it's facilitating or introducing new members, I've had many people come up and tell me what a great job I do and how easy it seems for me to do so. They say, "You're such an extrovert!"

It's interesting how people associate ease of speaking in public with extroversion. Speaking in public is also something most people fear more than death.

The truth is that I'm an introvert. I'm not the extreme type of introvert who's afraid to come out of a shell, just someone who won't dominate the conversation. In the Myers-Briggs model, I actually sit near the cusp of introversion-extroversion scale.

When I was young, I was terrified of reading a report in front of the class. My palms would sweat. My mouth would get dry. I'm pretty sure some part of me was trembling. Most of you can probably relate to these symptoms.

After I did my MBA, I had to do a presentation at a sales meeting for the company - to an audience of about 400. This was a big challenge!

However, I was lucky to develop a friendship with the owner of the company that did our meeting planning and audiovisuals and he was a terrific coach. We'd had training on doing presentations but, to have someone give you tips on how to relax in front of an audience or how to make eye contact so everyone in the audience feels engaged was invaluable.

The main thing is that speaking in front of an audience is largely a learned skill. Some people have natural talent for this. Others - introverts for example - can be trained to make a memorable presentation. Here are five important things I've learned.

1. Planning. Don't try to wing it. Work out or write a script to speak from and practice in front of a mirror or by talking into a voice recorder. I've found if I try to wing it when I'm cold calling I stumble or have troubles finding the right words. When I script it out and practice it, I become much smoother and, eventually, I'll have internalized the script so well I don't have to read the words and have a much easier time personalizing the script to the listener.

2. Believe in Your Material. You always will come across as passionate and persuasive when you really believe in what you are talking about (or selling). When you truly believe in what you talk about, it's much easier to express emotions that will help engage your audience so they share in your enthusiasm.

3. Connect with the Audience. One of the tips I got early in my career was to look around the room and make eye contact with a few people at different locations. Most people are comfortable speaking on a one-to-one basis with other people, so this technique diverts your focus from the size of the audience to a series of one-on-one conversations. By speaking to people in different parts of the roon, there's a bit of a "halo" effect. In other words, the people sitting near the person with whom you make eye contact have a sense of you making eye contact with them, and this is a powerful way of engaging your audience.

4. Be Yourself. If you're comfortable being as you are, you're more likely to come across as natural and genuine. More importantly, if you're being yourself, it's a lot less stressful than trying to be like someone else.

5. Modulate your voice. It's part of being yourself. when you speak, your voice naturally rises and falls in tone and volume. From the audience's perspective, it's a lot more interesting to listen to, and the changes in tone and volume help provide emphasis on certain points you want to communicate.

So, I hope you can see that it's really not that difficult to make a presentation to an audience. It's a matter of planning and practice.

And, if you still have that fear of public speaking, the best approach is to confront that fear and make an effort to get up in front of an audience. It may not be perfect the first time, but you'll be surprised at how quickly you can improve with practice and experience.