Tag Archives: Engagement

race

Your Inner Leader

Your “Inner Leader” by Robert Landau

Are you a leader in your life?

A leader envisions a task, and then goes about accomplishing that task in the best way they can.  Motivational leadership happens when others watch a leader facilitating a task and admire the way they go about it and the results they’ve gotten.

Each one of us has an “Inner Leader”.  It comes to the fore when we stand out of its way.  It has everything to do with confidence and positivity.  If you let your “Inner Leader” lead you in life, you will reach the finish line even before you realize that you’ve gotten there.  Leadership is a part of your heartbeat, it’s a part of your breath and it’s who and what you are.

Here are seven easy-to-follow steps to life leadership:

  1. Believe there is a leader within you.
  2. Map out how you will get from A to Z for any task that requires leadership
  3. Believe you can get there
  4. Feel what it’s like already accomplishing the task even though it hasn’t happened yet
  5. Repeat step 4 as often as possible until the results are achieved
  6. Stand out of the way and let it happen
  7. Don’t worry about WHEN your goal will be achieved, just KNOW it will happen when it is supposed to.

Leading is something you came here to do.  It’s your path, it’s your life, it’s your destiny.  All you have to do is stand out of the way!

Dianne Durkin offers personal coaching services and leadership programs to guide individuals to tune into their “Inner Leader”.  Contact Loyalty Factor today to schedule your coaching or training sessions.  603.334.3401

 

Source: RobertLandauMotivation.com, August 31, 2013

Info Exchange – The Price of Incivility

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

  

Our information exchange this week highlights the recent article in Harvard Business Review, “The Price of Incivility” by Christine Porath and Christine Pearson  

 

 The Price of Incivility

Rudeness at work is rampant and it is on the rise. The authors believe this chips away at the bottom line because nearly everybody who experiences workplace incivility responds in a negative way.

 

Employees are less creative when they are disrespected and in many cases may get fed up and leave.

 

According to the article about half decrease their effort or lower the quality of their work. Incivility also damages customer relationships. The research by the two authors shows that people are less likely to buy from a company with an employee they perceive as rude, whether the rudeness is directed at the customer or another employee.

 

After collecting data from more than 14,000 people in the United States and Canada, the conclusion is incivility is expensive and few organizations recognize or take actions to curtail it.

 

A poll of 800 managers and employees in 700 industries showed with incivility. Below are some statistics on the cost of incivility:

  • 48% intentionally decreased their work effort
  • 47% intentionally decreased their time spent at work
  • 38% intentionally decreased the quality of their work
  • 80% lost work time worrying about the incident
  • 63% lost work time avoiding the offender
  • 66% said their performance declined
  • 78% said their commitment to the organization declined
  • 12% said they left their job because of the uncivil treatment
  • 25% admitted to taking their frustrations out on customers

It takes a lot of vigilance to keep the workplace civil. Managers can use several strategies to keep their own behavior in check and to foster civility among others.

 

Below are some of the strategies:

 

     1. Manage Yourself

     2. Model Good Behavior

     3. Ask for Feedback on your Behavior

     4. Hire for Civility

     5. Create Group Norms

     6. Reward Good Behavior

     7. Conduct Post Departure Interviews

 

The message is very clear. Just one habitual offensive employee can cost the organization in lost employees, lost customers and lost productivity.

 

To foster civility in your organization and reduce the impact of incivility, contact Loyalty Factor for aide in improving your organizational relationships! 

Info Exchange – Five Ways to Keep Employees Excited

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

Our information exchange this week highlights the recent article in Fortune, Five Ways to Keep Employees Excited” by Verne Harnish.  

 

Five Ways to Keep Employees Excited

In a recent article in Fortune Magazine, Verne Harnish describes five specific ways to keep employees excited. He summarizes it by saying, “Get them invested in your firm, and then eliminate the bad bosses and the red tape.”

His five ways include:

 

1.Give them a voice – Conduct focus groups or retreats to give them input. According to Verne, the more you give people a voice, the more they step up.

 

2. Clear the roadblocks – Once again, get input from your employees. According to Verne you ask them what stupid processes and obstacles are slowing their work; whether it is long meeting, endless paperwork, or incompetent colleagues and then free them from these hassles.

 

3. Grow better bosses – People don’t quit companies, they escape lousy managers. One recent survey showed that 65% of workers would prefer a new boss over a raise. If the team is underperforming, take a close look at who is managing that team. Do they know how to coach? Do they know how to manage? Do they know how to help people excel?

 

4. Take a break from austerity – Reward recognition and appreciation are key for individuals to excel at their work and become highly motivated and engaged within the organization. Do what you can within the boundaries of the organization to show appreciation and how much individuals are valued.

 

5. Make employees dreams a reality – One company highlighted in this article developed a program called “Dream On” where the company fulfilled one wish for each employee. What they found is that the employee requests were very modest and the voluntary turnover fell by over 35%.

 

In summary, get employees invested in your firm, eliminate the bad bosses and the red tape.

 

Contact Dianne Durkin of Loyalty Factor today for a consultation on how to get your employees excited!


 

The Big E: Employee Engagement

According to Zig Ziglar, workers have three primary needs:

 

    • Interesting work

 

    • Recognition for doing a good job

 

    • Being let in on things that are going on in the company

 

 

In response to the brutal economic and workplace changes that have occurred in recent years, research by Gallup shows that more than 2/3 of American workers are either not engaged in their workplaces – just putting in their time – or actively disengaged – unhappy and spreading discontent.

 

The cost of disengagement is high turnover rates, weak leadership and lack of innovation and creative ideas. When people are disengaged, creativity and innovation become nonexistent. Productivity suffers because people are not in problem solving mode. They are watching the clock instead of coming up with new ways of doing things.

 

Other studies have shown there are significant gaps in earnings due to lack of engagement, and the lack of engagement can cost as much as 35% of payroll.

 

Companies with low employee engagement see a  in the negative growth operating income of -32.7% and percentage growth net income of -3.8%, with a percentage improvement earnings per share of  -11.2%.

 

 

Companies with high employee engagement realize positive effects. They see growth operating income at 19.2%, percentage growth net income of 13.2% with a percentage improvement earnings per share of  27.8%.

 

 

WOW! What a huge difference. With these kinds of results, the importance of engagement is very apparent.

 

What type of workers do you think you have in your organization, and what can you do?

 

Engagement and getting people involved in teams in solving business issues are critical to improving bottom-line results.  

 

Provide the teams with specific goals, objectives, deliverables and timetables for execution and you will see creativity and innovation at its best.
In this team environment you combine left brain, right brain characteristics for whole brain creativity. Each thinking preference is represented, and with proper goals, objectives and deliverables they can leverage their collective creativity.

 

 

 

 

Dianne Durkin is president and founder of Loyalty Factor, a specialized consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations and many smaller businesses. Dianne’s proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization’s profits, productivity and people.  www.loyaltyfactor.com

Info Exchange – Smart Trust

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

Our information exchange this week highlights the book, “Smart Trust: Creating Prosperity, Energy, and Joy in a Low-Trust World” by Stephen M. R. Covey.

 

Smart Trust

In Smart Trust, Stephen M. R. Covey and long-time business partner Greg Link share principles and anecdotes of people and organizations that are not only achieving unprecedented prosperity from high-trust relationships and cultures, but also attaining elevated levels of energy and joy. They show why trust is fast becoming the most consequential life and leadership skill of our time – a career-critical competency required to navigate and compete in this perilous 21st-century, interdependent, global economy.

 

Smart Trust shares findings that verify how enduring success, vitality and happiness are directly related to the level of trust in our relationships – whether in our professional or personal lives.

 

Trust Changes Prosperity

 

A company’s reputation, and its ability to:

  • Partner and collaborate with others,
  • its capacity to innovate,
  • engage its people,
  • to retain great people,

are powerfully affected by trust. Trust has become the new currency of the global economy.

 

The reason there is such a direct connection between trust and prosperity is that trust always affects two key inputs to prosperity: speed and cost. When trust goes down in a relationship, on a team, in an organization, or in a country, speed goes down and cost goes up. Why? Everything takes more time, and miscommunication, redundancy and rework create costly delays.

 

People are able to communicate faster, collaborate better, innovate more, and do business faster and more efficiently. High trust is a performance multiplier – a multiplier that translates directly into greater prosperity: increased revenues, profits, economic outcomes, and results.

 

Trust Changes Energy

 

Although there are numerous drivers of engagement, the two biggest drivers are:

 

1. The relationship of trust employees have with their supervisor.

2. The trust employees have for the organization at large.

 

When we extend trust, we generate trust; when we withhold trust, we generate distrust. Our actions lead either toward a virtuous upward cycle of prosperity, energy and joy; or toward a vicious downward cycle that eventually results in the destruction of these outcomes.

 

A few trust-building behaviors:

 

  • Talk Straight – Be honest. Tell the truth. Let people know where you stand. Use simple language. Call things what they are.

 

  • Create Transparency – Tell the truth in a way people can verify. Get real and genuine. Be open and authentic. Err on the side of disclosure.

 

  • Clarify Expectations – Disclose and reveal expectations. Discuss them. Validate them. Don’t assume that expectations are clear or shared.

 

  • Keep Commitments – Make commitments carefully and keep them at almost all costs – or communicate and renegotiate if you absolutely can’t. Don’t break confidences.

 

To learn more about how to build an organization based on trust, contact Loyalty Factor at 603.334.3401, who offer specialized workshops in building trusting relationships that will last the test of time.

 

Info Exchange – The Delicate Balancing Act Between Amazement and Engagement

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

Our information exchange this week highlights the book, “The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken.

The Delicate Balancing Act Between Amazement and Engagement

 

Shep Hyken, author of the best-selling titles The Cult of the Customer and The Amazement Revolution, may have a customer service focus to his work and to his message.

 

At the same time the tools he recommends that companies put to use to encourage and involve employees in seeking to improve the customer experience and amaze the customer are pure enterprise engagement.

 

For 16 years Loyalty Factor has been emphasizing:

employee loyalty drives
customer loyalty which drives
brand recognition
,

and this is achieved by engaging employees in the purpose, vision and strategic direction of the organization.

 

In this book Hyken substantiates The Loyalty Factor premise.

 

Hyken introduces a concept of “serious fun.” The ‘F’ in FUN stands for ‘fullfillment’ – making people feel fulfilled in their jobs.

 

The ‘U’ stands for ‘uniqueness,’ and it means making the best possible use of every employee’s unique talents and making sure their job makes use of those talents.

 

And lastly, the ‘N’ stands for ‘next,’ which involves getting employees excited about what’s coming up – the next day, the next project, or the next customer experience goal.

 

To learn more about the steps you can take to create a highly engaged workforce that will deliver customer loyalty and increased profits, call Loyalty Factor at 603-334-3401.

 

Info Exchange – Full Engagement

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

Our information exchange this week highlights the book “Full Engagement!” by Brian Tracy.

Inspire, Motivate and Bring Out The Best In Your People

As a manager it’s your role to achieve the highest possible return on the physical, emotional and mental efforts your people put forth. It’s not just a return on investment … it’s a return on energy.

The big question: How are you supposed to light a fire under each employee when studies find that most of them are working at only a fraction of their potential?

Full Engagement! provides the keys to unlocking not just the hidden drive and abilities that exist within every one of your people … but also your own.

According to Robert Half International, the average person works at about 50 percent of capacity. Because of

  • unclear job assignments,
  • lack of priorities,
  • poor management and direction, and
  • lack of feedback.

The average employee wastes 50 percent or more of his or her time in activities that have nothing to do with the job.

Napoleon said, “There are no bad soldiers under a good general.”

 

Here’s the lesson: The way you treat people, what you say and do that affects them emotionally, is more important than all the education, intelligence or experience you might have at doing your job.

 

People are 100 percent emotional. Human beings decide emotionally and then justify their decision logically. Everyone agrees that the most powerful single motivator is the “desire to be happy.”

Here are eight ideas that you can apply to create a peak performance work environment and to ensure that each person makes a maximum contribution to your company:

  1. Smile. It helps others to smile.
  2. Ask people questions. When you express a genuine interest in other people, it makes them feel valuable, respected and important.
  3. Listen to them. Listen attentively and empathetically when people talk to you.
  4. Be Polite. Treat them with respect for their talents, intelligence and accomplishments.
  5. Say “Thank you.” For everything they do, small or large.
  6. Keep people informed. Communicate, communicate, communicate!
  7. Encourage improvement.

Treat your employees like volunteers. As if they were working for free.

Info Exchange – The Employee Engagement Imperative

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

Our information exchange this week highlights the Engagement Strategies article, “The Employee Engagement Imperative” by Allan Schweyer.

 

The growing organizational focus on achieving financial results by engaging employees reflects an emerging realization that traditional management practices are outdated. Today more than 80% of value in organizations is the ability to innovate, create, delight customers and solve problems.

 

Many studies have shown there is a direct link between financial results, share price performance and the ability of an organization to engage its employees.

 

Many ask, “What’s the difference between employee satisfaction and employee engagement?” Night and day is the best answer.

 

Satisfied employees are rationally satisfied with things like pay, benefits and work-life balance; they might stay with the organization but will rarely do much beyond what it takes to keep their job.

 

Engaged employees are emotionally connected to the mission, goals and objectives of the organization, and as such are willing to exert discretionary effort to help it succeed.

 

Unfortunately, only about half of US Workers are engaged in their work (and, as above, less than a quarter are fully engaged.)

 

The most important ingredient to sustained employee engagement is leadership, particularly the quality of front-line managers and supervisors.

 

If businesses and government are to overcome the challenges posed by globalization and the economy, they must invest in the development of supervisors and leaders. Otherwise, our nation’s problems are likely to overwhelm us. 

 

To develop the leadership to engage and empower your employees call Loyalty Factor at 603-334-3401.

Info Exchange – Creating Sustainable Performance

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

Our information exchange this week highlights the Harvard Business Review article, Creating Sustainable Performance by Gretchen Spreitzer and Christine Porath.

Creating Sustainable Performance

 

According to the Harvard Business Review article, creating sustainable organization performance is the result of thriving employees. These employees are not just satisfied and employed, they are engaged in creating the future.

 

The authors found that people who fit this description demonstrated 16% better overall performance, 125% less burnout, 32% more commitment to the organization and 46% more job satisfaction than their peers.

 

Thriving employees have two components: Vitality, or the sense of being alive, excited, and learning; and Growth that comes from gaining knowledge and skills. Some people naturally build vitality and learning into their jobs, but most employees are influenced by their environment.

 

According to the authors, four mechanisms create the conditions for thriving:

  • Having decision-making discretion
  • Sharing information about the organization and its strategy
  • Minimizing impoliteness
  • Offering clear, concise, and consistent performance feedback 

 

To learn how you can develop an environment that engages your employees in creating the future contact Loyalty Factor at 603-334-3401, or read Dianne Durkin’s new book, “The Power of Magnetic Leadership: It’s Time to Get R.E.A.L.” where the E stands for Engaging, Empowering, and Enriching Employees for Increased Earnings.

Authentic Leadership: Knowing Your Authentic Self

Continuing with our topic from our last blog about authentic leadership, we will explore more about the center item on the True North compass, how to know your Authentic Self.

 

The journey to Authentic Leadership consists of Self Awareness, Values and Principles, Motivation, Integrated Life – and now, knowing your Authentic Self.

 

Authentic Leadership is:

  • Being aligned with who you are (being the real you)
  • Finding coherence between your life story and your leadership
  • Bringing people together around a shared purpose
  • Empowering people to step up  and create value

 

Knowing Yourself:

  • Finds passion that motivates you
  • Finds the purpose of your leadership
  • Feel comfortable in your own skin
  • Know your strengths and weaknesses and fill the skill gaps with colleagues that complement you
  • See yourself as others see you

 

Protecting & Practicing Your Values & Principles:

  • Understand the values and principles that guide your leadership
  • Decide what is most important to your life
  • Set clear limits as to what you will do under pressure

In summary, Authentic Leaders are grounded in who they are and what they stand for, and operate  with honest, integrity and congruency.

 

Dianne Durkin is president and founder of Loyalty Factor, a specialized consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations and many smaller businesses. Dianne’s proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization’s profits, productivity and people.  www.loyaltyfactor.com