Webinar. Our Brands: 4/14/16. Focus on Retention, Part 2: Techniques that work. Ryan Brooks Vice President, Sales

Transcription

1 Webinar Focus on Retention, Part 2: Techniques that work Sharon Brothers, MSW CEO Ryan Brooks Vice President, Sales Vivian Villegas Director of Training and Compliance Our Brands: 1

2 Our Training Methods: Online DVD In Person Quality Training = Business Success Recruiting Compliance Employee Retention Customer Satisfaction Referrals 2

3 In the News! Focus on Engagement High LOVE YOU! Customer Engagement Score here: Score here: Achieve 170% Achieve 340% Institute greater for revenue Professional Care greater Education revenue Baseline where the average agency scores Score here: Achieve 170% greater revenue Low Just OK Employee Engagement High LOVE YOU! 3

4 Higher engagement=lower revolving door Our Panel: Ryan Brooks Over 10 years experience onboarding, coaching and focusing on getting top level performance from hundreds of employees in a variety of work settings Vivian Villegas Over 15 years experience as an Executive Director of assisted living communities with staff of over 100 employees 4

5 Engagement Key #1: Are my basic needs met? This is the most basic of all employee need: knowing exactly what is expected of them on the job. Providing the materials and equipment to do the job right is another Institute basic for need. Professional Care Education Set clear expectations from the beginning. Use an orientation book with checklists, expectations and goals. Clearly communicate expectations! Review expectations and performance frequently. Give feedback. Listen and ask. We can t fix what we don t know about. Engagement Key #2: Am I valued and appreciated? The opportunity to do what I do best; receiving recognition and praise for work; my supervisor Institute caring for for Professional me as a person Care Education and someone encouraging my development these are ways we show value to the employee. Say thank you often; use the words amazing and other words that reflect your appreciation. Understand personal issues that may be happening in a person s life. Offer LOTS of educational/training opportunities Keep an ongoing dialogue so you can better understand individual goals and motivations 5

6 Engagement Key #3: Encouraging personal development; providing opportunities to learn and grow Good managers focus on helping individuals find roles that fit their natural strengths, and helping each individual find ways to learn and grow. This Institute for Professional Care Education benefits the worker and the company. Start in the interview process know what you re looking for Spend time watching and learning about individual strengths in an ongoing manner. Help people learn more about their own strengths. Don t be afraid to adjust roles as you see different strengths emerge. Reimburse people for outside training; offer flexibility for individuals going back to school, for example. Try book clubs for learning in-house; lunch and learns. Engagement Key #4: Focus on mission and value of the individual. Effective workplaces cultivate this feeling, providing constant clarification of the overall mission of the organization, as well as the ways in which each individual team member Institute contributes for Professional to Care the achievement Education of the mission. We re in a purpose-driven industry so have intrinsic advantages in our focus on mission. Help people who may not see the tie-in with the mission better understand that by reinforcing their value Empower every person on the team to make decisions as they ve demonstrated their abilities 6

7 Engagement Key #5: Co-workers who are friends and who share a similar level of commitment. Friendship is a basic human need. Friendship at work improves communication, trust Institute and for outcomes. Professional Care Education Encourage external team activities softball team, happy hour, relaxing together Set a standard and move rapidly on underperformers Spend the majority of your time coaching and building team leaders and managers Empower people to reach out personally rather than always come to you Retain Your Best and Brightest 7

8 Learn More 12 Questions: More reading: %20what%20is%20engagement.pdf Contact: Sharon Brothers, MSW CEO (877) extension