November 12-14, 2017 Bellagio Resort & Casino, Las Vegas Because I Said So Only Works for Parents: Using Engagement Techniques in Leadership Suzanne Fassler, CMA, CAPP
About Suzanne Fassler, CMA, CAPP Experienced Leader of employees ranging from warehouse laborers, data analysts, managers. Spouse/Parent/Caregiver three teens/young adults, Alzheimer s afflicted parents, techengaged parent. Coach and referee of youth basketball Horseback riding instructor
Why are you here? Given you chose this session, I assume you value and have a need to improve engagement and autonomous decision making with your employees. What is bothering you? Why are you here?
The Relevance of Engagement Engagement is a positive emotional connection to an employee s work. Emotional commitment is four times as valuable as rational commitment in producing discretionary effort. Commitment Drives Effort, Performance, and Retention Engaged employees are inspired to go above and beyond the call of duty to help meet business goals The search for a high-performing workforce is synonymous with the search for emotional commitment. Engagement equates to a competitive advantage. Source: Corporate Leadership Council, Driving Performance and Retention Through Employee Engagement A Quantitative Analysis of Effective Engagement Strategies
87% less likely to leave Try 57% harder, perform 20% better Reduce absenteeism Better customer feedback Less inventory shrinkage Higher sales Increase shareholder return up to 47% Source: Corporate Leadership Council, Driving Performance and Retention Through Employee Engagement A Quantitative Analysis of Effective Engagement Strategies
How to Create Engagement
November 12-14, 2017 Bellagio Resort & Casino, Las Vegas Day-to-Day Engagement Levers Ability to Obtain Necessary Information Connection Between Work and Organizational Strategy Understanding of How to Successfully Complete Work Projects Importance of Job to Organizational Success Importance of Projects to Employees Long-Term Career Importance of Projects to Employees Personal Development Job Challenge Job Freedom Job Influence Perceived Rewards: Opportunity for Promotion Perceived Rewards: Size of Annual Bonus Sufficient People to Complete Tasks Sufficient Time to Complete Tasks Sufficient Tools and Resources Source: Corporate Leadership Council, Driving Performance and Retention Through Employee Engagement A Quantitative Analysis of Effective Engagement Strategies
The Bottom Line Get two things right about jobs: 1. Understanding how to do one s job, and a belief in the importance of it, are more critical in driving effort than access to necessary resources, an opportunity for promotion, or even safety. 2. Employees need to feel connected to be at their best. Personalize the connection. Source: Corporate Leadership Council, Driving Performance and Retention Through Employee Engagement A Quantitative Analysis of Effective Engagement Strategies
Remember This Parable?
Procure/Contract The P2P Elephant Vet Supplier PROCURE Vet Supplier Supplier Set Up Procure/Contract
Procure/Contract Supplier Relations The P2P Elephant PROCESS Receiving Invoice Input Invoice Validation Vet Supplier Input Invoice Pay Supplier Receive
Procure/Contract Supplier Relations The P2P Elephant PAY Vet Supplier Payment Controls Banking Transactions Supplier Relations Input Invoice Pay Supplier Receive
Procure/Contract Supplier Relations The Full Picture Vet Supplier Input Invoice Pay Supplier Receive
For Employees To See the Full Picture, Provide: Objective/Purpose Why What Parameters for How Cause/Effect Goals that make a difference to the overall mission Make them owners Reward them making the connections to the bigger picture Burnout occurs when we focus too long on the job and not the mission
November 12-14, 2017 Bellagio Resort & Casino, Las Vegas Whatever your industry, you can find a greater goal for your work. Every job is a connection to glory, * Helping People Live the Healthiest Lives Possible (Intermountain Healthcare) *Salvatore Musco, Executive Director of Martial Promise
A Tale of Two Airlines Southwest Mission is dedication to the highest quality of customer service delivered with a sense of warmth, friendliness, individual pride, and company spirit Purpose: Connect people to what s important in their lives through friendly, reliable, low-cost air travel. Vision: To become the World's Most Loved, Most Flown, and Most Profitable Airline. Live the Southwest Way Warrior Spirit: Strive to be the best; Display a sense of urgency; Never give up Servant s Heart Follow The Golden Rule; Treat others with respect; Embrace our Southwest Family Fun-LUVing Attitude Be a passionate Team Player; Don t take yourself too seriously; Celebrate successes Work the Southwest Way Work Safely Follow standard operating procedures; Identify and report hazards; Respect and comply with regulations Wow Our Customers Deliver world-class Hospitality; Create memorable connections; Be famous for friendly service Keep Costs Low Show up and work hard; Protect our ProfitSharing; Find a better way Ethics Statement: 4 pages United Purpose: Connecting People. Uniting The World. Every day, we help unite the world by connecting people to the moments that matter most. This shared purpose drives us to be the best airline for our employees, customers and everyone we serve. Shared Values: We Fly Right: On the ground and in the air, we hold ourselves to the highest standards in safety and reliability. We earn trust by doing things the right way and delivering on our commitments every day. We Fly Friendly: Warm and welcoming is who we are. We Fly Together: As a united United, we respect every voice, communicate openly and honestly, make decisions with facts and empathy, and celebrate our journey together. We Fly Above & Beyond: With an ambition to win, a commitment to excellence, and a passion for staying a step ahead, we are unmatched in our drive to be the best Ethics Statement: 66 pages
Recap Ensure employees understand the bigger picture. Invest the time and effort into explaining why, not just what and how. Make the personal connection of the importance of their responsibilities to the greater purpose. Trust.
Thank You! November 12-14, 2017 Bellagio Resort & Casino, Las Vegas