Rutgers University NJ ACE-NET/NJCUPA-HR 2010
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Transcript of Rutgers University NJ ACE-NET/NJCUPA-HR 2010
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Whiteboard, LLCMaximizing Human Capital
Carrots and Sticks Don’t Work
byPaul L. Marciano, Ph.D.
NJ ACE-NET/NJCUPA-HRRutgers, Piscataway, NJ
November 19, 2010
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What is the difference between being motivated and engaged?
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mo·ti·va·tion (mō'tə-vā'shən) n.
Motivation requires a desire to act, an ability to act, and having an objective
(Ramlall, 2004)
Latin (movere): a drive which directs behavior toward a desired outcome
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• Old French (en + gage): to pledge, as in marriage; commitment, loyalty, dedication
en·gage·ment (ĕn-gāj'mənt) n.
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$ Productivity & Performance (21% increase)$ Profitability (+28 cents vs. -11 cents EPS)$ Turnover (4x-9x)$ Absenteeism (2x)$ Employee Fraud$ Customer Satisfaction & Loyalty$ Quality Defects$ Safety Compliance$ Employee Satisfaction $ Physical & Psychological Well-Being
Robust Impact of Engagement
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Levels of Engagement
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ACTIVELY DISENGAGED
DISENGAGED
OPPORTUNISTIC
ENGAGED
ACTIVELY ENGAGED
Engagement Meter
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Createsthe mess
Walks past mess without thought
Hopes not to see it, will clean-up if personal benefit
Cleans-up what he/she sees
Helps clean-up, fix & prevent
Engagement Behaviors
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What creates an engaged workforce?
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. . . Not Traditional Programs
PROGRAMS
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#1: Programs Fail Because They Are Programs
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#20: Reward Programs Reduce Overall Motivation
Low Average High
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How do we Increase Engagement?
Realizing sustainable increases in employee engagement requires
impacting the CULTURE.
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Self-Sustaining Culture
Culture Behavior
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RESPECT™ Model
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RESPECT Model
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Respect the Organization
Organization
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Respect the Supervisor
Org
anizatio
n
Supervisor
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Respect Team Members
Organization
Su
perviso
r
Team
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Respect the WorkOrg
anizatio
n Supervisor
Team
Work
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Feel Respected
Org
aniz
atio
n
Supervisor
Team
Work
Individual
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RESPECT Drivers Leader & Organizational Culture
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• Recognizes, acknowledges and shows appreciation for others’ efforts and contributions
• Social reinforcement is the most powerful form of reinforcement: “Pat on the back”
• Timely, sincere, specific: “Thank you for staying last night and helping John finish up the proposal”
• What happens when we fail to recognize good performance?
• Few “problems” like material rewards
• Why so hard? “Squeaky wheel gets the grease”
recognition
RECOGNITION
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• Provides tools, training, information and resources to be successful
• Removes barriers to success
• Provides consistent vision and direction
• “What do you need from me to be successful?”
• Maintains “I know you can” attitude
• Gives autonomy and decision making authority
empowerment
EMPOWERMENT
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• Delivers regular, constructive performance feedback in a positive and supportive manner
• Feedback should be timely, specific, behaviorally focused and future-oriented.
• Forget “positive” & “negative” – all feedback should be supportive because supervisors care about the employee’s success
• Annual performance appraisal: Surprise!
supportive feedback
SUPPORTIVE FEEDBACK
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• Fosters collaborative working relationships at the individual, team and organizational level
• Builds bridges internally (team members, peers, departments) and externally (vendors, customers, unions, regulatory agencies)
• “How can we accomplish this?”
• “We are in this together – win or lose”
• Seeks “win-win” solutions
partnering
PARTNERING
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• Sets clear & consistent expectations
• Expectations are in alignment with other departmental and organizational initiatives
• Goals are challenging
• Goals are measurable
• People are held accountable
• You get what you accept
• “Confused & Concerned”
expectations
EXPECTATIONS
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• Demonstrates thoughtfulness & caring
• Good Manners – “Please” & “Thank You”
• Being on time for meetings
• Elicits employee comments and concerns
• Sensitive to gender, age, ethnic & religious differences
• Keeps people in the information loop
• Follows-up in a timely manner; avoids leaving people in limbo
consideration
CONSIDERATION
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• Foundation for engaged workforce
• Avoids micro-managing
• “Walks the walk”
• Follows through on promises
• Owns up to mistakes
• Fair, honest & consistent
• Talks to you – not about you
trust
TRUST
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What can you do to bring RESPECT to your organization?
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WHITEBOARD, LLC
Maximizing Human Capital through Targeted Behavioral Solutions
Paul L. Marciano, [email protected]