thank goodness it’s monday! a session on motivating people tuesday 26 th march hubei delegation...
TRANSCRIPT
Thank Goodness it’s Monday!
A session on motivating people
Tuesday 26th March
Hubei Delegation
Fiona Narburgh Head of Strategy & Communications for Wychavon3fconsulting and film maker
• Why bother? The business case for engagement• What to do – ideas on leadership, communications and
performance• Using a mix of film, exercises and power point
First a bit about my council…
Today I’ll cover …
• 2007 LGC Council of the Year• 2008 Times Best Council to Work For; 11th best satisfaction with
council, 9th best for Value for money in UK Place Survey • 2009 Top rating for VFM; 8th lowest council tax in Country• 2010 Customer Service Excellence and IIP Gold & Champion status• 2011 Up 10pts on Value for Money satisfaction in Local Place
Survey, yet more loo of the year awards!• 2012 Halifax Quality of Life Survey – second top rural district
Not a middle England mediocre council…
The bad times …
Where we were
• Performance was average• We didn’t like challenge • Staff weren’t proud to work here• Customer service was patchy• Departments did their own thing
So what makes the difference?
“… our strong performance is all down to the engagement of our people; we simply
couldn’t deliver the great deal residents expect from us without the motivated
team we now have.”
Jack Hegarty, Managing Director
An EngagedEmployee
Feels that the organisation gets the best out of them (Optimising Performance)
Speaks highly of the organisation as an employer(Advocacy)
Is motivated at work(Motivation)
Feels valued by the organisation(Feeling Valued)
Is satisfied with their job (Job Satisfaction)
The Building Blocks of Employee Engagement
Engaging for Success, MacLeod and Clarke
The case for Engagement 1
• Gallup; engagement predicts sickness 2.7 days/yr engaged, 6.2 days/yr disengaged.
• Towers Perrin; 75% of engaged staff believe they can impact
costs, quality and customer service. Only 25% of disengaged believe they can.
• PricewaterhouseCoopers; strong correlation between highly
engaged staff and client satisfaction.
• Chartered Management Institute; significant association with between engagement and innovation.
Engaging for Success, MacLeod and Clarke
The case for Engagement 2
• Corporate Leadership Council; engaged employees less likely to leave. Engaged organisations grew profits 3 times faster than competitors.
• Institute of Employment Studies; established link between
employee satisfaction, customer satisfaction and increases in sales
• Hay Group; engaged employees generate 43% more revenue than disengaged ones
• Best Companies to Work for; companies increased their profits by 315%, councils have highest satisfaction rates
An example of active disengagement(MacLeod and Clarke)
Welcome to our world …
So what helps keep your staff motivated through these tough times?
What works …on leadership, communications and performance….
• Supporting and coaching works better than telling and directing• Being really clear on priorities is essential • Tracking staff opinion is essential – then act on findings• Massive role of line managers in engagement• Give people more freedom - they will take more responsibility• A motivating strategy with clear expectations and values
1. Leadership and management matters…
2002 2004 2006 2009 2011*
1Sense of personal
achievementSense of personal
achievementSense of personal
achievementPay and benefits Sense of personal
achievement
2 Pay and benefits Opportunities for flexible working
Pay and benefits A good work/life balance
A good work/life balance
3A good work/life
balanceA good work/life
balanceA good work/life
balanceSense of personal
achievementPay and benefits
80
85
90
95
100
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
Sense of Personal Achievement Pay & benefits A good work/life balance
What motivates you?…
Do you enjoy your job? Are you proud to work for Wychavon?
“Clear goals, well communicated and shared…and a genuine sense of passion for their authority and their area…
…In the next few years our passion and enthusiasm will distinguish the successful from the losers”
Ben Page, CE, Ipsos Mori
What makes some councils better then others?
• Talks openly and honestly• Shares important information• Expresses appreciation• Supports and cares• Listens more than they talk• Helps fulfil potential• Motivates us to give our best• Is a great role model
Source - Times Best Companies to Work For 2012
Research shows that a good manager…
• Inspiring 55%• Strategic thinker 41%• Forward looking 36%• Honest 26%• Fair minded 23%• Courageous 21%• Supportive 20%• Knowledgeable 19%
11%31%31%21%25%
8%21%39%
What managers want from their leaders – and what they get (Work Foundation)
• Share information openly with managers and staff • Explain decisions and the reasons behind them• We encourage people not to wait to be told –• Actively ask for ideas to improve, save money etc• Created the Staff Sounding Board – 2 way feedback• Creative approaches help people take notice…here’s some staff
briefings using films for inspiration…
2. Communication and involvement matters
• Clarity of targets through appraisals with performance ranked • Appraisals with feedback on managers – 3 things do well/ could
do better• Everyone can seem busy – not always on the right things, help
people cut out the nonsense• Well being package like MOTs and Gym membership• Help people manage their time and life well • Charity and community increasingly important
3. Performance and wellbeing matters
Better not busier (our approach to lean/ transformation)
• Leadership – a clear plan of priorities that’s understood across the organisation, an open style that seeks feedback, credible, honest, – “there is no secret plan” ‘’in this together”
• Communications/ involvement – open, upbeat, honest, suggestions welcomed, lots of ways to contribute, nothing that can’t be raised
• Performance/ wellbeing – , help people manage their priorities, clear expectations for all, performance conversations, wellbeing/ health initiatives help, encouraging responsibility
In summary what helps is…
