5 Roads Leading to Impac2ul Employee Engagement and Success
Eddie Vidal University of Miami
Eddie Vidal
• HDI & Fusion Track Chair • HDI & Fusion Conference Speaker • HDI Strategic Advisory Board • President Emeritus of South Florida
HDI Local Chapter • Published in Support World
Magazine & HDI Connect • HDI Support Center Manager
CerLfied • ITIL V3 FoundaLon & OSA CerLfied • itSMF monthly podcast producer
Manager, Medical IT Service Desk [email protected]
[email protected] 305-439-9240 @eddievidal
http://www.linkedin.com/in/eddievidal
@eddievidal
5 Roads to Success
1. MoLvaLon 2. Teamwork 3. RecogniLon 4. Engagement 5. AppreciaLon
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1. MoLvaLon
• Defini&on – is the driving force by which humans achieve their goals.
– Intrinsic mo&va&on refers to moLvaLon that is driven by an interest or enjoyment in the task itself, and exists within the individual rather than relying on any external pressure
– Extrinsic mo&va&on comes from outside of the individual. Common extrinsic moLvaLons are rewards like money and grades, coercion and threat of punishment
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MoLvaLon MoLvaLon
What MoLvates You?
• Career Development/Success
• Comfort/RelaxaLon • Health/Balance/Energy • Influence/Leadership • Learning/Knowledge/
Discovery • Materials/Possessions • RecogniLon/Praise • Security/Money/Home
• Social/AffiliaLon/Popularity/Acceptance
• Status/PresLge/Stand Out/ReputaLon
• Task Accomplishment/Problem Solving/Achievement
• Teaching/Guiding Others • Vitality/Energy • Others?
MoLvaLng your Team
• Thank You cards • Tools/Toys for their job • Time Off • Rewards and RecogniLon Program?
• No Budget , now what?
• Posters
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2. Teamwork
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Lencioni Model for Team EffecLveness
InabenLon to Results
Avoidance of Accountability
Lack of Commitment
Fear of Conflict
Absence of Trust
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3. RecogniLon
• How well do you know your employees? – Family, kids, names – Hobbies – Values – Birthdays – RecogniLon Publicly or Privately – Career Goals, cover for you when out?
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RecogniLon
Has your manager ever asked you how he/she can show his appreciaLon towards you?
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Do you know your team?
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YOUR NAME HERE Nickname: Job Title: Hometown: Where I went to School: Birth Day: Kids: Pets: My First Job: Favorite Movie: Favorite Song or Band: Favorite thing to do on the
Weekends: Favorite place to visit: Something People May Not Know
About Me:
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What are you doing to recognize your employees?
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• CerLficates • Movie Tickets • Employee chooses award • Nominated for HDI award • Wall of Fame • Monthly $20 award / up to 5 people • RecogniLon at meeLngs • Analyst/Technician of the period • Coffee cards or other gif cards • Service super stars share cake/dinner • Hand wriben “thank-‐you” note from manager • Name in agency newsleber
Recognizing Top Performers
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4. Engagement
Are you engaged in your current role and organizaLon?
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Engagement
• American workers are “not engaged” (52%) • AcLvely disengaged (18%) • EmoLonally disconnected • Less likely to be producLve • Cost the U.S. between $450 billion to $550 billion each year in lost producLvity
• More likely to steal from their companies, negaLvely influence their coworkers, miss workdays, and drive customers away
Source: Gallup
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Gallup’s Q
1. I know what is expected of me at work. 2. I have the materials and equipment I need to do my
work right. 3. At work, I have the opportunity to do what I do best
every day. 4. In the last seven days, I have received recogniLon or
praise for doing good work. 5. My supervisor, or someone at work seems to care
about me as a person. 6. There is someone at work who encourages my
development.
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Gallup’s Q
7. At work, my opinions seem to count. 8. The mission or purpose of my company makes
me feel my job is important. 9. My associates or fellow employees are
commibed to doing quality work. 10. I have a best friend at work. 11. In the last six months someone at work has
talked to me about my progress. 12. This last year, I have opportuniLes at work to
learn and grow.
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Engagement
• More effecLve • Fewer accidents • Fewer quality defects • Obtain more customers • Call in sick less • Reduce healthcare costs
Source: Gallup
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4. Engagement
5 Tips for Keeping Great IT Staffers 1. Pay compeLLvely 2. Offer new responsibiliLes 3. Create a Learning Culture 4. Provide abracLve benefits 5. Address burnout proacLvely Source: Robert Half Technology
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Engagement
Year is 1996
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Engagement High Engagement – Low Sa&sfac&on
• Low morale and pessimisLc about future of the company
• Employees that are giving their all, but are not happy with their work environment
• High risk of turnover
High Engagement – High Sa&sfac&on • Employees who are ambassadors for
your organizaLon • Believe in goals and vision of
organizaLon • Commibed to personal and
organizaLonal success • Low risk of turnover
Low Engagement – Low Sa&sfac&on • Employees who are vocal in the
criLques of the organizaLon • A disLnct threat to your brand • High risk of turnover • Requires an exhausLve review of
management and procedures
Low Engagement – High Sa&sfac&on • Employees who are saLsfied with their
pay and posiLon, but do no believe in goals ad vision of organizaLon
• Low risk of turnover • Happy to “get by” and drain
organizaLon resources
14% 40%
26% 20% Source: The Carrot Principle by Adrian GosLck and Chester Elton
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Engagement
• $200 SLpend for training or reference material
• Polo shirts • Picnic
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5. AppreciaLon
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AppreciaLon
Do you feel you are
appreciated for your work?
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AppreciaLon
DefiniLon • ability to understand the worth, quality, or importance of something : an ability to appreciate something
• A Watson-‐Wyab Reward Plan Survey of 614 employers with 3.5 million employees showed that the average turnover rate of employers with a clear reward strategy is 13% lower than that of organizaLons without one.
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Key selec(on criteria:
• Customer Service • Team commitment and value • Knowledge sharing • Leadership • Technical apLtude and knowledge
• itSMF Awards
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Quotes
• Leadership through her acLons • Compassionate but stern • I want to know • Weekend work • Humility – she never portrays she is beber than anyone else
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Quotes • CLONE HIM! • His avtude? Contagiously posiLve! • Top Dog • Tough calls, Tough customers he handles like a new born
• A treasure and resource for success • Legendary • Not a single unplanned absence in 3.5 years • When I call Service Desk I hope______ answers the phone
• Johnny-‐on-‐the-‐spot
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Wow stuff
• Self-‐improvement – 80 hours of professional development – 30 hours of personal development – 40 hours of community service
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5 Roads – Sports Analogy
• Who is your Closer? • Bases loaded – who do you go to? • Up to bat – who are your risk takers? Who takes the iniLaLve?
• Extra innings – who stays late, works weekends?
• All Star, clutch performer • MVP
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AppreciaLon
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Resources
• www.thanks.com • www.iappreciate.com • RSA Animate – Drive: The surprising truth about what moLvates us
• www.carrots.com
Eddie Vidal
• HDI & Fusion Track Chair • HDI & Fusion Conference Speaker • HDI Strategic Advisory Board • President Emeritus of South Florida
HDI Local Chapter • Published in Support World
Magazine & HDI Connect • HDI Support Center Manager
CerLfied • ITIL V3 FoundaLon & OSA CerLfied • itSMF monthly podcast producer
Manager, Medical IT Service Desk [email protected]
[email protected] 305-439-9240 @eddievidal
http://www.linkedin.com/in/eddievidal
@eddievidal
Eddie Vidal | 305-‐439-‐9240 | [email protected] | @eddievidal
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