Employee Engagement

Doug Detling·s summary of three presentations from the IPMA-HR International Training Conference Seattle, October 2010

John Christensen, film-maker and coauthor of Fish!
Fish! ² Pike Place Market Fish Mongers Understand Engagement 4 simple rules put into practice Rules 1 and 2

1. Be There
y Be present in the moment y Your Customer is all that matters at the

moment y Act based on your awareness
2. Make Their Day
y Find a special way to connect with everyone

you encounter for no other reason than to brighten their day y Listen more y Be interested, not interesting

Pike Place Rules
Rules 3 and 4 Kevin Carroll, Rules of the Red Rubber Ball

3. Play
y Tap into natural curiosity y Turn ´brainstormµ into ´playstormµ y Be childlike without being childish

4. Choose Your Attitude
Jerry Brewer, Gloria·s Miracle

y No matter what the situation, take

responsibility for consciously choosing how you want to show up in the world

Rodd Wagner, Principal, The Gallup Organization, Coauthor
12:The Elements of Great Managing

y More than 10 years ago, Gallup published

the results of a million interviews in the 1999 best seller First, Break All the Rules y Nine million interviews later, results of the first study validated, and reviewed in this book (2006) y Gallup now at 17 million interviews

The 12 Elements ®
Elements 1-6*

1. 2. 3. 4. 5. 6.

The 12 elements are registered ® to the Gallup Organization

Knowing what·s expected Having the right materials and equipment Opportunity to do my best Recognition and praise Someone at work cares about me as a person Someone at work encourages me

The 12 Elements
Elements 7-12

7. 8. 9. 10. 11. 12.

My opinions seem to count I have a connection with the mission of the organization My coworkers are committed to doing quality work I have a best friend at work Talking about progress Opportunities to learn and grow

´Averageµ public organization
y Substantially lower values on 11 out of 12

Answers about the same to question whether

y ´My coworkers are committed to doing

quality work.µ
y Public sector has a long ways to go up

Element 10
´I have a best friend at workµ

y Most controversial statement in survey y Gallup would have dropped it, except for

one thing³it predicts performance y It was not the toughest to achieve strongly positive answers. y Less than 1/3 ´strongly agreeµ with the statement, about the same as #4 (recognition and praise) but higher than #7 (´My opinions seem to countµ).

Element 10
Friendship matters:

y It distinguishes between groups with

Better safety records Less ´shrinkageµ More candid conversations More committed to the goals of the workgroup

friendships sufficiently supportive and those having only surface relationships above to stand adversity y In service industries, customer ratings of workgroups with strong Tenth Element levels range 5-10% higher than others, explaining the difference between success and failure in many organizations

Element 10

y ´In the battle between company policy and

human nature, human nature always wins.µ

Carol Grannis & Cindy Maher Leading Edge Coaching and Development
Reaching Resonance

y Managing with Emotional Intelligence y Are you:
y Stressed ²The ´pained lookµ y Preoccupied ² the Coworker and the

Crackberry y Clueless and out of touch y Inauthentic ² your coworkers will know intuitively

Reaching Resonance
4 Keys to Successful Organizations and the People in Them


Emotional Self awareness
y Knowing how to react to stress y Impact of your behavior on others


Self management
y Keeping disruptive emotions and impulses

under control y Displaying core values (honesty, integrity, trustworthiness)

Reaching Resonance
Never tolerate a workplace of dissonance


Social awareness
y Empathetic³sensing others emtions,

understanding their perspectives and taking active interest in their concerns y Reading the subtle cues of others³ resistance, confusion, acceptance

Relationship management
y Develop others--guidance and feedback y Listening to what people are saying and not

saying y Being completely present.

y Buckingham, Marcus and Coffman, Curt. First, Break All

the Rules (New York: Simon & Schuster, 1999) y Carroll, Kevin. Rules of the Red Rubber Ball (New York: ESPN, 2005) y Lundin, Stephen C., Paul, Harry, and Christensen, John. Fish! A Remarkable Way to Boost Morale and Improve Results (ePub edition, 2009). y Wagner, Rodd and Harter, James K. 12:The Elements of Great Managing (New York: Gallup Press, 2006)

This summary presentation was made to City of Medford (Oregon) management staff by Human Resources Director Douglas G. Detling, IPMA-CP.

http://www.detling.us doug.detling@gmail.com

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