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Clarifying Expectations: Discovering the Secret to Greater Employee Trust and Engagement Presented By George Hendley Director of Organizational Development.

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Presentation on theme: "Clarifying Expectations: Discovering the Secret to Greater Employee Trust and Engagement Presented By George Hendley Director of Organizational Development."— Presentation transcript:

1 Clarifying Expectations: Discovering the Secret to Greater Employee Trust and Engagement Presented By George Hendley Director of Organizational Development

2 RSG Health Services-Clarifying Expectations Welcome & Introduction The Law of Expectations- a subset of the Law of Belief Whatever you expect with confidence (or fear) will have a tendency to materialize in your life. “ Blessed is he who expects nothing, for he shall never be disappointed.” Jonathan Swift How have your expectations brought or directed you to this conference? How have your expectations brought or directed you to this session?

3 RSG Health Services-Clarifying Expectations Welcome & Introduction All of your Expectations are either All of your Expectations are either –Spoken or Unspoken –Met or Unmet

4 RSG Health Services-Clarifying Expectations Getting Started Together What are your expectations for this session? Realistic? Achievable? What are your expectations for this session? Realistic? Achievable? Have you spoken them to anyone? Have you spoken them to anyone? Are they met or unmet? (so far…) Are they met or unmet? (so far…) Can you adjust your expectations? Can you adjust your expectations? I want to make this session a ‘Good Trade’ for you.

5 RSG Health Services-Clarifying Expectations Meeting Your New Friends In Pairs or Three’s discuss the following questions What were your expectations? –When you were entering a new job (or taking a new role) –When you were getting a new manager Did you tell anyone? Did anyone ask you? Did you tell anyone? Did anyone ask you? Was your expectation met or unmet? Was your expectation met or unmet? How did you feel when the expectation was not met? How did you feel when the expectation was not met? Did your trust decline in any way when your expectation(s) was not met? Did your trust decline in any way when your expectation(s) was not met?

6 RSG Health Services-Clarifying Expectations Learning Objectives- (My Expectations for our Session) You’ll discover You’ll discover –Why clarifying and communicating work expectations is imperative to maintaining trust and engagement –The high cost of disengagement or a lost employee –The valuable link between work expectations and high productivity* –A retention process that supports your business strategy *The story of Jaime Escalante at Garfield High School, East Los Angeles

7 RSG Health Services-Clarifying Expectations A New ‘Engaged’ Model “The companies that are most likely to succeed are the ones that spend the most energy on attracting, developing, and retaining talent.” —Charles Fishman (Fast Company) “The companies that are most likely to succeed are the ones that spend the most energy on attracting, developing, and retaining talent.” —Charles Fishman (Fast Company) Work expectations set the stage for a connection to success!

8 RSG Health Services-Clarifying Expectations Defining a New ‘Engaged’ Model Work expectations are those things you consider likely to happen in your job situation, now or in the future. Work expectations are those things you consider likely to happen in your job situation, now or in the future. Whether spoken or unspoken, your expectations are the KEY drivers of your attitudes, impacting your thoughts, feelings and behaviors. Your TRUST! Whether spoken or unspoken, your expectations are the KEY drivers of your attitudes, impacting your thoughts, feelings and behaviors. Your TRUST!

9 RSG Health Services-Clarifying Expectations A New ‘Engaged’ Model Your attitudes, in turn, influence your performance, engagement and job satisfaction. Your attitudes, in turn, influence your performance, engagement and job satisfaction. Work Expectations are strongly linked to employee engagement. Work Expectations are strongly linked to employee engagement.

10 RSG Health Services-Clarifying Expectations A New ‘Engaged’ Model Research shows that people who have clearly defined, well- communicated expectations find more satisfaction and success (i.e. engagement) in their work than those whose expectations remain unspoken or unrealized. But here’s our problem today… But here’s our problem today…

11 RSG Health Services-Clarifying Expectations Disengagement Increasing Research published in 2009 shows Research published in 2009 shows –The number of employees showing high levels of discretionary effort has dropped by half and disengaged employees are 24% less likely to quit than they were in (you’re stuck with them!  ) What causes you to disengage or become disenchanted with your work?

12 RSG Health Services-Clarifying Expectations Disengagement Increasing Recent study reports that only 1 in 5 (20%) employees are giving full effort on the job and nearly 40% are disenchanted or disengaged. The underlying factor for disengagement is the deep and growing distrust that American workers have toward their leadership and the company they work for.

13 RSG Health Services-Clarifying Expectations Disengagement and Distrust Only 36% of employees believe their leaders act with honesty and integrity Only 36% of employees believe their leaders act with honesty and integrity Only 51% of employees have trust and confidence in senior management Only 51% of employees have trust and confidence in senior management “Mistrust doubles the cost of doing business.” John Whitney “Our distrust is very expensive.” Ralph Waldo Emerson “You can’t have success without trust.” Jim Burke

14 RSG Health Services-Clarifying Expectations If you don’t have trust will you truly engage with your leadership or your company’s strategy?

15 RSG Health Services-Clarifying Expectations The Ultimate Disengagement At France Telecom Since the beginning of 2008, 24 employees have committed suicide and an additional 13 have attempted it. Many of these victims left suicide notes implying the company’s working environment was a key factor in their decisions- one even explicitly cited ‘overwork, stress, absence of training…

16 RSG Health Services-Clarifying Expectations Counting the Cost$ The average costs for replacing an employee is between % of their yearly salary The average costs for replacing an employee is between % of their yearly salary Turnover costs the average organization many millions of $$ each year. Turnover costs the average organization many millions of $$ each year. Almost half of American companies have no formal strategy for addressing retention and even less for improving engagement Almost half of American companies have no formal strategy for addressing retention and even less for improving engagement What is that costing them every year? What is that costing them every year?

17 RSG Health Services-Clarifying Expectations Why Employees Leave Top 5 Factors affecting their decision Top 5 Factors affecting their decision 1.Quality of relationship with supervisor or manager (tied to communication and trust) 2.Ability to balance work and home life 3.Amount of meaningful work 4.Level of cooperation with coworkers 5.Level of TRUST in the workplace

18 RSG Health Services-Clarifying Expectations But there is hope… Studies also indicate that Studies also indicate that –The kind of work culture and reputation a company creates play a significant role in shaping employees’ level of engagement and behavior. Think Southwest Airlines and the culture they have developed. The $$ impact? –Also, employees report that they want to give more but also want to see a clear and measurable return for their effort. The question: Is there a proven model and where do you start? The question: Is there a proven model and where do you start?

19 RSG Health Services-Clarifying Expectations A New ‘Engaged’ Model Structure Diversity Recognition Autonomy Environment Expression Teamwork Stability Balance Career Growth 10 Vital Expectations tied to Workplace Engagement THE QUESTION: How do you measure the importance of each one and whether or not it is being met? The Answer is...

20 RSG Health Services-Clarifying Expectations The Answer… The Answer… Drum roll please… Work Expectations Profile Explore 10 work expectations that impact today’s employment relationships and employee engagement Together let’s explore this tool and see what it does.

21 RSG Health Services-Clarifying Expectations Workspace (Environment) Expectations SpokenUnspoken Met Unmet How does it Work? First we measure how important an expectation is. High, medium or low. Then we discover whether it is met or unmet and if it has been spoken or unspoken.

22 RSG Health Services-Clarifying Expectations The Needs Met…are many Improves Engagement and Trust by: Improves Engagement and Trust by: Opening communication lines Opening communication lines Reduces conflict and misunderstanding Reduces conflict and misunderstanding Brings unspoken needs/expectations into the open for awareness and discussion Brings unspoken needs/expectations into the open for awareness and discussion Develops Self Awareness (EI trait) Develops Self Awareness (EI trait) Develops Others Awareness (EI trait) Develops Others Awareness (EI trait) And more… And more…

23 RSG Health Services-Clarifying Expectations Work Expectations Preview An opportunity to look at 3 of the 10 areas of Work Expectations focus An opportunity to look at 3 of the 10 areas of Work Expectations focus Select the number from 1 to 5 that indicates how important or unimportant each statement is in relation to your work situation Select the number from 1 to 5 that indicates how important or unimportant each statement is in relation to your work situation Total the numbers in each column and circle the corresponding range of numbers in the box at the bottom Total the numbers in each column and circle the corresponding range of numbers in the box at the bottom

24 RSG Health Services-Clarifying Expectations What Does It Mean? Balance: A focus on both personal and professional goals and a desire for coworkers and supervisors to understand the importance of all of ones commitments. Balance: A focus on both personal and professional goals and a desire for coworkers and supervisors to understand the importance of all of ones commitments. Expression: A desire for a work environment that allows people to be themselves. Expression: A desire for a work environment that allows people to be themselves. Recognition: A desire for a work environment where work is acknowledged and rewarded. Recognition: A desire for a work environment where work is acknowledged and rewarded.

25 RSG Health Services-Clarifying Expectations Taking Action to Meet Expectations 1. Focus – What do you expect? 2. Reflect – How well are your expectations on each factor being met? 3. Act – Where do you want to go? Communicate your expectationsCommunicate your expectations Initiate by taking steps to get your expectations metInitiate by taking steps to get your expectations met Adjust – Can you live with the situation as it is?Adjust – Can you live with the situation as it is?

26 RSG Health Services-Clarifying Expectations Applying Your Knowledge: Four Case Studies Is the expectation spoken or unspoken? Is the expectation spoken or unspoken? Is it met or unmet? Is it met or unmet? How might the situation be affecting the employees attitude? How might the situation be affecting the employees attitude? How might this situation be affecting the organization? How might this situation be affecting the organization? What might the employee do to improve the situation? What might the employee do to improve the situation?

27 RSG Health Services-Clarifying Expectations Your Applications for Work Expectations are Many Engagement and Retention Engagement and Retention Coaching & Counseling Coaching & Counseling Manager & Employee Relations Manager & Employee Relations Conflict Resolution Conflict Resolution New Supervisor Training New Supervisor Training Diversity Issues Diversity Issues AND More! AND More!

28 RSG Health Services-Clarifying Expectations The Trust Reality “…trust has a bottom line impact on results and when trust goes up, speed goes up while costs come down. This principle applies…with customers, partners and team members…” Kevin Rollins “…trust has a bottom line impact on results and when trust goes up, speed goes up while costs come down. This principle applies…with customers, partners and team members…” Kevin Rollins

29 RSG Health Services-Clarifying Expectations The Old and New Reality Old Reality “What you see is what you get.” Flip Wilson New Reality “What you expect and clarify IS what you get.” GMH

30 RSG Health Services-Clarifying Expectations Summary You now have a new development and retention solution with a simple process and a proven tool= Work Expectations Profile You now have a new development and retention solution with a simple process and a proven tool= Work Expectations Profile You have recognized how this new tool and process is connected to trust and expectations You have recognized how this new tool and process is connected to trust and expectations “The world is composed of what we think it is; what we expect tends to happen.” John Updike

31 RSG Health Services-Clarifying Expectations Where to Get More Information George Hendley George Hendley RSG Health Services Attend one of our upcoming FREE Webinars; See our newsletter for dates of future Webinars; Attend one of our upcoming FREE Webinars; See our newsletter for dates of future Webinars; Subscribe via or phone or just give me a business card Subscribe via or phone or just give me a business card

32 RSG Health Services-Clarifying Expectations Thank You! We look forward to connecting with you and learning about your needs and expectations. How can we serve you better so you in turn can serve the needs of others? Has this been a ‘good trade’ for you?


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