EMPLOYEE SATISFACTION How do we keep the good ones? Marilynn Allemann, LCSW, CPC Masters Executive Coaching

“Employee satisfaction is a highly reliable barometer as to how family members of residents rate the quality of care in nursing homes.” Organizational Predictors of Family Satisfaction in Nursing Facilities, Leslie, A. Grant, PhD. “Providers can improve performance and family satisfaction by focusing on employees.” Employee Satisfaction Means an Efficient Health Care Facility, Dr. Bidhan Das, Jyote Gupta and Prema Tomar

Key Elements of Employee Satisfaction  Strong Leadership/Supervision  Responsive Management  Quality Work Environment  Effective Communication  Appreciation/Acknowledgment

Strong Leadership/Supervision  Strong leadership and supervision is critical - At all levels!  Without strong leadership and a culture of quality performance, improvement is not sustainable  Engage and inspire the employee.  Encourage feelings of appreciation and value for employees’ achievement and efforts

Strong Leadership/Supervision – Cont.  Modeling respect  Establishing a working relationship with immediate reports  Building partnerships through involvement and participation  Keeping employees informed and making them a part of the decision making process whenever possible

Responsive Management The quality of supervision an employee receives is critical to employee retention!  Be visible  Exhibit fairness in employee treatment, compensation, benefits and advancement  Understanding employee’s job duties, both defined and actual  Clarify job expectations, daily, weekly and ongoing  Take time to meet with new employees, learn about their talents, abilities, skills, expectations and career goals

Responsive Management – Cont.  Meet with each employee periodically  Provide ongoing support and direction  Provide regular and timely feedback from both manager and employee  Provide feedback that is constructive, non- threatening and factual with defined expected results

Quality Work Environment  Organizational climate and culture of fairness  Adequate resources to perform job duties (training, equipment, supplies, etc.)  Adequate environmental design, physical surroundings and workplace safety  Clinical systems, guidelines, standard operating procedures  Information technology systems and support  HR support, staffing levels, working conditions, personnel issues, conflict resolution assistance

Effective Communication Verbal and Written  Effective communication mobilizes and energizes  Choose verbal or written communication as appropriate  Written communications need to be professional, accurate, fact-based, and non judgmental

Effective Communication Verbal and Written – Cont.  Choose verbal communication whenever possible, with written follow-up as necessary  Verbal communication involves listening, observation and dialogue  Expect to be misunderstood  Use “I” rather than “you” messages

Effective Communication Verbal and Written – Cont. ACTIVE LISTENING: Helps to improve relationships, makes people feel understood, and cared about.

Effective Communication Verbal and Written – Cont.  Suspend doing other things or tasks  Make eye contact  Be sincerely interested in what person is talking about  Do not interrupt  Do not formulate your answers while person is talking  Restate what you hear the person say  Ask clarification questions when necessary  State your views only after you have “actively” listened

Sincere Appreciation/Acknowledgment There is a basic human need for belonging, achievement, recognition and appreciation.

Sincere Appreciation/Acknowledgment  Well-chosen, well-timed sincere words of praise  A thank you goes a long way!  Notes, cards, letters, awards, trophies, gift cards  Company outings, celebrations  Employee recognition programs, employee of the month, etc.  Professional Development opportunities such as training programs, workshops  Promotion/advancement  Time off, salary increase, bonus

Key Elements of Employee Satisfaction Strong Leadership and Supervision Responsive Management Quality Work Environment Effective Communication Sincere Appreciation and Acknowledgement

Employee Satisfaction The key to successful leadership today is influence, not authority! Remember, your success as a leader will be reflected in the satisfaction of your employees and in the success of your organization!