Praise for Employee Engangement

Transcription

1 Employee Engagement: Tools for Analysis, Practice, and Competitive Advantage William H. Macey, Benjamin Schneider, Karen M. Barbera, and Scott A. Young A John Wiley & Sons, Ltd., Publication

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3 Praise for Employee Engangement Macey and his colleagues provide a fascinating analysis of engagement what it means, why it works, and, most importantly, how to create and maintain an engaged workforce. Fritz Drasgow, University of Illinois at Urbana-Champaign Employee Engagement walks us through the complexity of this deceptively simple concept and makes concrete the process of translating engagement into hard financial results. Peter Cappelli, The Wharton School, University of Pennsylvania A hugely important topic, handled with just the right mix of scholarly insight and practical experience. This book is a valuable addition to the literature. Jeffery S. Schippmann, Balfour Beatty Construction If you want to increase employee engagement to achieve your organization s strategic objectives this is the book for you. It deconstructs what engagement really means, explains what factors shape it, shows how to diagnose your organization current state and tell you what managerial levers you can use to increase it and consequently raise organizational performance. This book is at once scientifically sound and highly readable. Michael Beer, Harvard Business School No one knows more about employee engagement, in all its forms, than do these authors. They give careful, useful and practical advice on using employee opinion surveys to measure and increase employee engagement! Allen I. Kraut, Baruch College, C.U.N.Y.

4 Talent Management Essentials Series Editor: Steven G. Rogelberg, PhD Professor and Director Organizational Science, University of North Carolina Charlotte Senior Advisory Board: Eric Elder, PhD, Director, Talent Management, Corning Incorporated William H. Macey, PhD, Chief Executive Officer, Valtera Corporation Cindy McCauley, PhD, Senior Fellow, Center for Creative Leadership Elaine Pulakos, PhD, Chief Operating Officer, PDRI, a PreVisor Company Douglas H. Reynolds, PhD, Vice President, Assessment Technology, Development Dimensions International Ann Marie Ryan, PhD, Professor, Michigan State University Lise Saari, PhD, Director, Global Workforce Research, IBM John Scott, PhD, Vice President, Applied Psychological Techniques, Inc. Dean Stamoulis, PhD, Managing Director, Executive Assessment Practice Leader for the Americas, Russell Reynolds Associates Special Features Each volume contains a host of actual case studies, sample materials, tips, and cautionary notes. Issues pertaining to globalization, technology, and key executive points are highlighted throughout. Titles in the Talent Management Essentials series: Performance Management: A New Approach for Driving Business Results Elaine D. Pulakos Designing and Implementing Global Selection Systems Ann Marie Ryan and Nancy Tippins Designing Workplace Mentoring Programs: An Evidence - Based Approach Tammy D. Allen, Lisa M. Finkelstein, and Mark L. Poteet Career Paths: Charting Courses to Success for Organizations and Their Employees Gary W. Carter, Kevin W. Cook and David W. Dorsey Mistreatment in the Workplace: Prevention and Resolution for Managers and Organizations Julie B. Olson - Buchanan and Wendy R. Boswell Developing Women Leaders: A Guide for Men and Women in Organizations Anna Marie Valerio Employee Engagement: Tools for Analysis, Practice, and Competitive Advantage William H. Macey, Benjamin Schneider, Karen M. Barbera, and Scott A. Young Online Recruiting and Selection: Innovations in Talent Acquisition Douglas H. Reynolds and John Weiner Senior Executive Assessment: A Key to Responsible Corporate Governance. Dean Stamoulis Real-Time Leadership Development Paul R. Yost and Mary Mannion Plunkett

5 Employee Engagement: Tools for Analysis, Practice, and Competitive Advantage William H. Macey, Benjamin Schneider, Karen M. Barbera, and Scott A. Young A John Wiley & Sons, Ltd., Publication

6 This edition first published 2009 Valtera Corporation Blackwell Publishing was acquired by John Wiley & Sons in February Blackwell s publishing program has been merged with Wiley s global Scientific, Technical, and Medical business to form Wiley-Blackwell. Registered Office John Wiley & Sons Ltd, The Atrium, Southern Gate, Chichester, West Sussex, PO19 8SQ, United Kingdom Editorial Offices 350 Main Street, Malden, MA , USA 9600 Garsington Road, Oxford, OX4 2DQ, UK The Atrium, Southern Gate, Chichester, West Sussex, PO19 8SQ, UK For details of our global editorial offices, for customer services, and for information about how to apply for permission to reuse the copyright material in this book please see our website at The right of William H. Macey, Benjamin Schneider, Karen M. Barbera, and Scott A. Young to be identified as the authors of this work has been asserted in accordance with the Copyright, Designs and Patents Act All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, except as permitted by the UK Copyright, Designs and Patents Act 1988, without the prior permission of the publisher. Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books. Designations used by companies to distinguish their products are often claimed as trademarks. All brand names and product names used in this book are trade names, service marks, trademarks or registered trademarks of their respective owners. The publisher is not associated with any product or vendor mentioned in this book. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold on the understanding that the publisher is not engaged in rendering professional services. If professional advice or other expert assistance is required, the services of a competent professional should be sought. Library of Congress Cataloging-in-Publication Data Employee engagement : tools for analysis, practice, and competitive advantage / William H. Macey... [et al.]. p. cm. (Talent management essentials) Includes bibliographical references and index. ISBN (hardcover : alk. paper) ISBN (pbk. : alk. paper) 1. Employee motivation. 2. Employees Attitudes. I. Macey, William H. HF M63E dc A catalogue record for this book is available from the British Library. Icon in Case Scenario boxes Kathy Konkle / istockphoto.com Set in 10.5 on 12.5 pt Minion by SNP Best-set Typesetter Ltd., Hong Kong Printed in Singapore

7 For George and our family Bill, Todd, Lauren, Katherine, Amanda, and Billy (WHM) For Jack Bartlett, mentor, friend and The Great Engager (BS) For Michael and Carter, who give meaning to all I do (KB) For my wife Jennifer and our three amazing girls, Hannah, Carly, and Kayla (SY)

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9 Contents Series Editor s Preface Preface Acknowledgments xiii xv xvii Chapter 1 Engaging Engagement 1 How Engagement Makes a Difference and What Engagement Is 2 The Business Case for Employee Engagement 2 Engagement as Psychic Energy: On the Inside 4 Engagement as Behavioral Energy: How Engagement Looks to Others 5 How an Engaged Workforce Creates Positive Financial Consequences for Organizations 8 On High Performance Work Environments: Four Principles for Creating an Engaged Workforce 10 The Capacity to Engage 10 The Motivation to Engage 11 The Freedom to Engage 12 The Focus of Strategic Engagement 13 Engagement and Discretionary Effort 15 Interaction of Cause and Effect 16 The Remainder of the Book 16 vii

10 viii Contents Chapter 2 The Feel and Look of Employee Engagement 19 The Feel of Engagement 20 Urgency 20 Focus 21 Intensity 22 Enthusiasm 23 Cross-Cultural Issues in Describing the Feelings of Engagement 24 Summary: The Feel of Engagement 27 The Look of Engagement: Employee Behavior 27 Persistence 28 Proactivity 29 Role Expansion 31 Adaptability 33 Summary: The Look of Engagement 35 Strategically Aligned Engagement Behavior 35 On Commitment, Alignment, and Internalization 36 What About Employee Satisfaction? 39 Where Does This Take Us? 41 Chapter 3 The Key to an Engaged Workforce: An Engagement Culture 43 What is Organizational Culture? 43 Creating a Culture for Engagement: How People are Valued in Organizations 46 The Central Role of a Culture of Trust in Employee Engagement 46 Trust in Senior Leadership, Trust in Management, and Trust in the System 50 The Role of Fairness in a Culture of Engagement 51 Culture Emergence 55 Learning the Culture 59 Do the People or the Environment Make the Culture? 62 The Role of the Work Itself in a Culture of Engagement 66 The Role of Monetary Incentives in a Culture of Engagement 68 Does Organizational Success Impact Employee Engagement? 70

11 Contents ix The Role of Culture in Creating Strategic Employee Engagement 72 How Culture Supports Alignment 73 Summary 73 Chapter 4 Phase 1 of Creating and Executing an Engagement Campaign: Diagnostics and the Engagement Survey 77 Pre-Survey Diagnostic Activities 80 Step 1: Conduct the Background Check and Acquire the Language 80 Step 2: Engage Leadership to Define Strategic Engagement and the Supporting Culture 82 Step 3: Craft the Engagement Messaging 85 The Engagement Survey 89 Writing Questions that Focus on the Feelings of Engagement 91 Writing Questions that Focus on Behavioral Engagement 92 Writing Generic Behavioral Engagement Survey Questions 96 Writing Questions that Focus on Creating the Employee Capacity to Engage 96 Writing Questions that Focus on Whether People Have a Reason to Engage 99 Writing Questions that Focus on Whether People Feel Free to Engage 100 Summary 102 Chapter 5 Phase 2 of Creating and Executing an Engagement Campaign: Action Planning and Intervention 105 Survey Results Interpretation 106 Benchmarks 106 Survey Results Feedback 108 Feedback at the Executive Level 109 Feedback at the Managerial Level 111 Communicating Survey Results Company-Wide 112 Summary 114

12 x Contents Preparing the Organization for Taking Action 114 Commitment for Action 115 Resources and Tools That Facilitate Action Planning and Change 116 Variants on the Action Planning Model 119 How Much Measurable Change is Possible? 120 Actual Changes That Build and Maintain Engagement 122 Interventions that Build Confidence and Resiliency 123 Interventions that Enhance Social Support Networks 125 Interventions that Renew or Restore Employee Energy 126 Interventions that Enhance the Motivation to Engage 126 Interventions that Enhance the Freedom to Engage 129 Interventions Focused on Process Fairness 130 Interventions Focused on Outcome Fairness 132 Interventions Focused on Interactional Fairness 133 Leadership Behavior and Engagement 133 Summary 135 Chapter 6 Burnout and Disengagement: The Dark Side of Engagement 137 Disengagement: Early Unmet Expectations at Work 140 The Nature and Trajectory of Burnout 143 The Components of Burnout 145 The Trajectory of Burnout 146 Is Burnout Inevitable? 147 Effective Coping With Burnout 150 Social Support 150 Autonomy and Job Control 151 Burnout, Workaholism, and Engagement: Resolution of the Paradox 153 Job Creep and the Erosion of Trust 155 Additional Stress Factors and Disengagement 155 Remedies and Interventions 157 The Need for Recovery 157 Other Interventions 158 Resistance to Change and Engagement: Another Dark Side of Engagement 159

13 Contents xi How Should Engagement Initiatives be Communicated? 160 Conclusion 161 Chapter 7 Talking Points: Introducing or Rethinking Engagement in Your Organization 163 Notes 175 Author and Name Index 185 Subject Index 189

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15 Series Editor s Preface The Talent Management Essentials series presents state-of-theart thinking on critical talent management topics ranging from global staffing, to career pathing, to engagement, to executive staffing, to performance management, to mentoring, to real - time leadership development. Authored by leading authorities and scholars on their respective topics, each volume offers state - of - the - art thinking and the epitome of evidence - based practice. These authors bring to their books an incredible wealth of experience working with small, large, public, and private organizations, as well as keen insights into the science and best practices associated with talent management. Written succinctly and without superfluous fluff, this series provides powerful and practical treatments of essential talent topics critical to maximizing individual and organizational health, well - being, and effectiveness. The books, taken together, provide a comprehensive and contemporary treatment of approaches, tools, and techniques associated with Talent Management. The goal of the series is to produce focused, prescriptive volumes that translate the data - and practice - based knowledge of organizational psychology, human resources management, and organizational behavior into practical, how to advice for dealing with cutting-edge organizational issues and problems. Talent Management Essentials is a comprehensive, practitioner - oriented series of best practices for the busy solution - oriented manager, executive, HR leader, and consultant. And, in its applicaxiii