Creating a Culture That Creates Engagement Presented by Mike Neill President, Michael Neill & Associates www.michaelneill.com
Your Presenter Michael Neill Mike is the president and founder of Michael Neill & Associates, Inc., which specializes in: Sales and Service Culture Development and program deployment Leadership Development Performance Coaching Development Management Development Internal Service Surveys Employee Satisfaction Surveys Member Effort Surveys Mike has authored two books, Creating and Maintaining a Credit Union Sales and Service Culture and Coaching for Maximum Performance. He is also the author of the most popular research work in the history of The Filene Research Institute, "Attributes Common Among High Performing Managers. and the recently released, Attributes and Skills Common Among High Performing Credit Union Sales and Service Performers.
Member Experience Fact! Members will never love your credit union until the employees love it first.
Missional Leadership Creates Employee Engagement Engagement The state of emotional and intellectual commitment to an organization or group producing behavior that will help fulfill an organization's promises to customers - and, in so doing, improve business results. Hewitt Associates
Question What percentage of employees say they are disengaged in their work? 30% 45% 55%
The Challenge in Engaging Employees For years, employee engagement scores have declined despite the millions of dollars companies invest to boost sagging workforce morale. Forbes Magazine 55% of employees say they are disengaged in the work of their organization 16% of employees say they are actively disengaged Gallup Group Research Definition of Actively Disengaged They are CAVE dwellers "Consistently Against Virtually Everything
Financial Performance and Engagement are linked Increased engagement Leads to 2-3% increase in operating margin while a reduction in engagement results in a 1-2% decrease in both operating margin and net profit Gallup's calculations Actively disengaged employees cost the American economy up to $350 billion per year in lost productivity
How Does It Work? When trust, values and a purpose-driven mission guide leadership decision-making and behavior, they give rise to a highly inspired group of super-engaged employees. Super-engaged employees exhibit many more specific engagement traits Willingness to put in a great deal of extra effort, Increased loyalty Greater willingness to recommend their company as an employer of choice Efforts to inspire others in the company Forbes Magazine A Quick Test of Engagement
Engaged Vs. Disengaged The Cult of the MSR Beware The Stare Can we be out-served by fast food restaurant? Every day we can see the difference in those who are engaged vs. disengaged How can I brand with behaviors that are not in alignment with mission?
Question A) Which of these factors contribute significantly to employee disengagement? B) Lack of understanding of the organizations, Big Picture. C) Lack of understanding how their job is critical to the success of the organization. D) Lack of recognition. E) All the Above
Selected Factors Contributing to Employee Disengagement Lack of understanding of the organizations, Big Picture. Lack of understanding how their job is critical to the success of the organization. Lack of recognition. Ineffective Performance Evaluation system. Their input is not sought or valued.
Factors Contributing to Employee Engagement Survey conducted by Peter Barron Stark. 281 companies and over 970,500 employees
Selected Factors Contributing to Employee Engagement A Compelling, Positive Mission with Clear Goals Communication Hiring the Right People Teamwork Continuous Improvement and Innovation Recognizing and Rewarding Performance Accountability
Working Definitions Outcome Based Leadership The leader has a primary focus on the desired outcomes and leads to develop an organization that will produce the outcomes Missional Leadership The leader has a primary focus on the purpose of the organization, relative to those it serves, and leads to develop an organization that will fulfill purpose The cool thing is you will also be very successful as measured by financial performance measures
The Three Drivers of Engagement Trust From Missional Leadership Can I believe you to be authentic? Values What is important to the organization? Purpose-Driven Mission A behavioral driver that is bigger than simply making money
Question True for False: Research shows that high performing credit union employees have more thinking in common with those who work at the Red Cross than those who work for a bank? A) True B) False
The Need for Missional Leadership Our Filene Research indicates High performers in credit unions are NOT: Motivated by numbers Motivated by winning Motivated by competition High performers in credit unions ARE: Motivated by serving Motivated by recognition Very secure with their belief system They DO: Have more in common with those who work for the Red Cross than those who work for a bank.
The Call to Missional Leadership The current generation of new hires has a significant desire for authenticity, and the cooperative mindset. True success is based in providing value and receiving return from it This is who we are Not for profit, not for charity but for service.
Missional Leaders Create and communicate a compelling mission Transform behaviors in alignment with mission Don t facilitate institutional effort equity Have a commitment to both internal and external service Move the organization from over-managing to coaching
Tools Internal Service Survey www.internalservicesurvey.com Measures and Improves Internal Service Behaviors of individuals Departmental service delivery (ease of use) Allow for process improvement suggestions Employee Engagement (Employee Net Promoter)