Associate Engagement Philip N Quick, CHAM 2011 Fall Conference
Agenda Associate Engagement 1 2 3 4 5 6 7 Engagement- What is it? Leadership Associate Measurements Feedback Action Planning Sustain it
Why it matters... Happy & Repeat Patients Better quality & productivity Engaged Assoc. Business Associates 38% Higher Customer Sat 22% Higher Productivity 27% Higher Profits -The Gallup Group Perform 20% better 87% less likely to leave - Corporate Leadership Council
Definition The degree to which a person commits to an organization and the impact that commitment has on how profoundly they perform and their length of tenure. -Brad Federman
Associate Engagement In Engaged Organizations Staff are: Focused on getting the job done Look ahead Feel a part of the team Feel Sharp Less Pressure Work through change
Leadership Has been described as creating a way for people to contribute to making something extraordinary happen. Leaders repeat their success because they are flexible and understand that different situations and people need different things.
Motivation based upon hierarchy of needs Abraham Maslow, PhD
Leadership Industrial Age Leadership Style Managers cannot tell you what their associate s goals are Managers have difficulty knowing how their associates want to be recognized If you don t like working here you can leave
Leadership Knowledgebased Leadership Style Acknowledge and recognize & know the difference Understand their employee s perspective and their knowledge base Leaders have the ability to guide, motivate and influence others over a sustained period of time in different types of environments and conditions
Leadership We can forget that we have been successful because we met the customer/patient s need. We were successful because our employees were MOTIVATED to meet the customer/patient need. (Federman, 2009)
Associate Motivation Trust Motivation is the physical and physiological process that starts, stops and maintains behavior. Employees feel distrustful when what is said and what is done don t match. Connection Associates can influence the connections they have with the organization
Associate Multitasking is a misconception; It is physiologically impossible for the brain to focus on two tasks at the same time. We as leaders need to give our associates the tools and tactics to accomplish multiple tasks in a short amount of time.
Associate Change Education Leaders 1 Change is stressful because it s personal. Change is one of the only constants in healthcare. 2 tassociates need the skill set and training to be able to adapt to change. 3 Leaders need to establish a well defined scope of the change and shared responsibility so that all parties understand and are committed to acheiving success.
Associate In order to create a culture in which Associate Engagement is embraced, a shared responsibility must be created. EVERY associate must be educated about engagement and his/her impact to the success of the team, department and organization. Many people admit responsibility, but don t take responsibility for the outcomes of their actions. -Brad Federman
Measurement Surveys Employee Manager Organization Commitment
Commitment Associates take ownership Associates become a change agent Without accountability or ownership associates become victims and we encourage an ineffective culture over time
Associate Engagement Surveys 1 Question on surveys can be emotional based when feelings can be quick to change Feelings I like working at USA Healthcare Connections I believe my organization has a culture of integrity
The Motivation Hygiene Theory Satisfaction & Dissatisfaction are separate and distinct. No individual is 100% satisfied with everything generally there is always a level of dissatisfaction. (Lahey, 2008)
Associate Engagement Feedbackment 1 2 3 4 5 6 Feedback- don t ignore it! Ignoring will decrease engagement Associates expect positive change Focus on Transparency Don t focus on the negative Look for themes
Associate Engagement Action Planning S M A R T Specific Measurable Attainable Relevant Timed Enrichment
Sustainment Focus on Celebrating Don t stop your efforts Benchmark
Definition The degree to which a person commits to an organization and the impact that commitment has on how profoundly they perform and their length of tenure. -Brad Federman
THANK YOU!