creating engaged employees with job satisfaction

Presented by:

Ethan ChazinPresident & Founder

Attitudes andJob Satisfaction

Attitudes & Job Satisfaction

Employee-Employer Contract

Organization CULTURE

Formal

Informal

Can you think of an organization you know well whose FORMAL & IFORMAL cultures are completely different?

DISCUSSION

Is Civility an Employer Responsibility?

Workplace Attitudes

Workplace Attitudes

• Job Satisfaction• Job Involvement• Organizational Commitment• Perceived Organizational Support• Employee Engagement:

17-29% highly engaged Requires understanding of employee

motivations-it’s NOT salary! Employee reward & recognition Decision-making involvement Idea solicitation

Employee engagement, an individual’s involvement with,

satisfaction with, and enthusiasm for, the work

she/he does.

Job Satisfaction

Military IntelligenceJumbo Shrimp

What Is It?

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• A positive feeling about a job resulting from an evaluation of its characteristics.

• So much MORE than a set of tasks.• Avg. US worker job satisfaction

consistently high ‘72-’06. Then what?• Differs globally by culture, region, and

job facet.• Plateaus for U.S. workers at $40k.

Job Satisfaction

“It’s not just about making them (employees) happy-that’s not a business issue. Engagement is.”

Julie GebauerTowers Watson

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• Create an AMAZING culture.• Ensure meaningful work.• Reward and recognize them.• Solicit their ideas.• Allow them to define their work.• 360-degree performance reviews.• Provide the tools, resources, support,

and guidance they need to succeed.

How to Make Workers Happy

“Research shows that people’s happiness is affected by their

sense of control over their lives. Being able to do your

own work in your own way, or to influence your

environment, gives a big boost in satisfaction.”

Gretchen Ruben, Author“The Happiness Project”

How can organizationsbalance employee happiness

with their strategic goals?

DISCUSSION

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• Workplace Flexibility.• ROWE: Results-only workplace

environment, created by Best Buy.• Job Crafting: Allows employees to adjust

their job to apply their skills, passions, and strengths.

• Unleashing Potentially Untapped Employee Strengths and Interests.

How to Make Workers Happy

Job Crafting

Think about the BEST job you ever had?

What made it so?

DISCUSSION

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• Exit-Voice-Loyalty-Neglect Framework• Exit: Unhappy people look to leave.• Voice: Attempt to improve conditions.• Loyalty: Optimistically waiting for things to

improve. • Neglect: You detach emotionally, stop

caring.• Satisfaction-Performance relationship is

key, esp. in Customer Care roles.

Dissatisfied Workers

Is job satisfaction the responsibility of the

employee, the organization…or both?

DISCUSSION

Job Satisfaction &Customer Satisfaction

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• Satisfied employees increase customer satisfaction and loyalty.

• The Pareto Principle – 80/20 Rule.• Zappos 1st core value: “Deliver WOW

Through Service.”• Disney: “Create Happiness.”• Your employees are your best Brand

Ambassadors, recruiters, and PR.

Happy Employees, Happy Customers?

Create “HAPPINESS”

It’s not about the

$$$

Surveying EmployeeSatisfaction

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• Job Satisfaction & Absenteeism.• Job Satisfaction & Turnover.• Job Satisfaction & Workplace Deviance.• Managers That Don’t “GET IT”.• Employee Advocates vs Administrators?• PEOs Taking Over.• Do They Affect Org. Behavior/Culture?

HR – What’s Their Role