5 Roads to Employee Engagement and Success - 2016 HDI Conference
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5 Roads Leading to Impactful Employee Engagement and Success - 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 Employee Engagement and Success - 2016 HDI Conference
- 1. 5 Roads Leading to Impactful Employee Engagement and Success Eddie Vidal
- 2. 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 EJV Corp – Managing Director eddie_vidal@yahoo.com 305-439-9240 @eddievidal http://www.linkedin.com/in/eddievidal
- 3. 5 Roads to Success 1. Motivation 2. Teamwork 3. Recognition 4. Engagement 5. Appreciation
- 4. Family 4
- 5. 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
- 7. 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?
- 9. Motivating your Team • Thank You cards • Tools/Toys for their job • Time Off • Rewards and Recognition Program? • No Budget , now what? • Posters
- 12. 2. Teamwork 12
- 13. Lencioni Model for Team Effectiveness Inattention to Results Avoidance of Accountability Lack of Commitment Fear of Conflict Absence of Trust 13
- 14. 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?
- 15. Recognition Has your manager ever asked you how he/she can show his appreciation towards you?
- 16. Do you know your team?
- 17. 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:
- 18. What are you doing to recognize your employees?
- 19. •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
- 20. 4. Engagement Are you engaged in your current role and organization?
- 21. 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
- 22. 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
- 23. 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
- 24. Engagement • More effective • Fewer accidents • Fewer quality defects • Obtain more customers • Call in sick less • Reduce healthcare costs Source: Gallup
- 25. 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
- 27. 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
- 28. Engagement • $200 Stipend for training or reference material • Polo shirts • Picnic
- 29. 5. Appreciation
- 30. Appreciation Do you feel you are appreciated for your work?
- 31. 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.
- 32. Key selection criteria: • Customer Service • Team commitment and value • Knowledge sharing • Leadership • Technical aptitude and knowledge
- 33. Quotes • Leadership through her actions • Compassionate but stern • I want to know • Weekend work • Humility – she never portrays she is better than anyone else
- 35. 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
- 36. Wow stuff • Self-improvement – 80 hours of professional development – 30 hours of personal development – 40 hours of community service
- 37. 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
- 38. Appreciation
- 39. Resources • www.thanks.com • www.iappreciate.com • RSA Animate – Drive: The surprising truth about what motivates us • www.carrots.com
- 40. 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 EJV Corp – Managing Director eddie_vidal@yahoo.com 305-439-9240 @eddievidal http://www.linkedin.com/in/eddievidal
- 41. Eddie Vidal | 305-439-9240 | eddie_vidal@yahoo.com | @eddievidal Don’t forget to complete an evaluation form!
Notas do Editor
- Session Block: 1 Track: Team Dynamics Date: Wednesday, April 13, 10:15am - 11:15am Session Title: FIVE ROADS TO EMPLOYEE ENGAGEMENT AND SUCCESS 5 Roads Leading to Impactful Employee Engagement and Success - 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. Why is engagement important, Loss of productivity, put a dollar amount around it, what is the cost of not having your employees engaged. Why do you want - cost of turnover, (include onboarding) productivity, on – boarding, training a new employee Try to include statistics, why do I need to be doing this? - google “the cost of unengaged workforce” https://www.google.com/search?q=cost+of+unengaged+workforce&ie=utf-8&oe=utf-8&aq=t&rls=org.mozilla:en-US:official&client=firefox-a&channel=sb - add metrics where possible
- Eddie Vidal EJV Corp – Managing Director 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.
- Set expectations for our family and kids Young kids expectations Please, Thank you Teenagers Participate in the family outings/dinner No phones at dinner Be respectful of adults Make smart choices School work, report card, grades
- 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.
- 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.
- https://www.hdiconnect.com/~/media/HDICorp/Files/Research-Corner/RC_EmployeeSat_Feb2011.pdf
- Source: Gallup: State of the American Workplace – Employee Engagement Insights for US Business Leaders http://www.gallup.com/strategicconsulting/163007/state-american-workplace.aspx
- Source: Gallup: State of the American Workplace – Employee Engagement Insights for US Business Leaders
- 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, bringing in project professionals…and tackling morale issues immediately can help prevent employees from feeling overburdened and stressed.
- 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.
- http://www.itsmfusa.org/?page=awards
- 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.
- http://www.ted.com/talks/lang/en/dan_pink_on_motivation.html
- Eddie Vidal EJV Corp – Managing Director 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.