2. What is engagement?
The involvement of people at all levels in positive twoway dialogue & action to deliver the highest quality
customer service and create great places to work –
where people find their work meaningful and are
willing to work together for customers, their
colleagues and the future success of their
organisation.
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3. Barriers to engagement
• Line managers not being equipped with the relevant
skills
• Organisational complexity – one engagement
initiative may not fit all
• Communication - many organisations struggle to get
the right message to the right individual at the right
time
• Lack of buy-in and support from senior leadership
• Key stakeholders being unconvinced by the
business case
• Silo working and blame culture
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4. Research
The Institute of Employment Studies (IES)
concluded main driver of engagement is a sense of
feeling valued and involved:
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Involvement in decision-making
Freedom to voice ideas, to which managers listen
Feeling enabled to perform well
Having opportunities to develop the job
Feeling the organisation is concerned for
employees’ health and well-being.
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5. CIPD findings 2006 survey
• More women than men are engaged with their work.
• Younger workers are less engaged than older
workers.
• Managers are more engaged than non-managers.
• Those on flexible contracts are more engaged than
those who are not.
• Public sector employees show higher levels of
social and intellectual engagement whereas private
sector employees are more engaged affectively.
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6. Practices impacted
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Recruitment, selection and induction
Pay and reward
Performance management
Flexible working and work-life balance
Equality and diversity
Communication and involvement
Employee representation
Discipline and grievance
Managing business change
Key performance indicators
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7. Benefits of employee
engagement
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Motivation
Improved Retention
Lower absence and ER issues
Recruitment attraction
Higher productivity and organisational performance
Sense of well-being
Improved customer satisfaction
Competitive Advantage
Increased bottom line
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8. Drive employee engagement
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Recruit talented & motivated individuals
Enhance the employee experience from start to finish
Foster people management skills
Create alignment between employee and customer
engagement
Making the shared responsibility of employee engagement
clear
Communicate, communicate, communicate!
Developing inspirational leadership
Reward and recognition
Involvement and participation
Develop the skills & potential of the team
Evaluate & measure job satisfaction
Continuously communicate Primark's vision and values
Ensure equality of opportunity
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10. And finally…
Engagement is not an end in itself
Only worthwhile if it translates into results, such as:
Improved customer / stakeholder satisfaction
Improved sales / market share / members
Improved financial profitability / sustainability
You don’t engage employees by telling them to be
engaged
The key is to:
Not de-motivate them
Create the right working environment that enables them to do
what matters most to the organisation, to do it naturally and to
do it in the right way. That way, everybody wins.
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