elements of employee satisfaction
DESCRIPTION
Incorporating methods of Quint Studer and Patrick Lencioni, I developed a method to create an environment where employees thrived and wanted to come to work.TRANSCRIPT
Elements of Employee SatisfactionApril 2010
Employee Recognition Committee
• Purpose– To help manager reward and recognize
staff and empower staff to recognize each other
• Representation– One person from each area (voluntary)
• Term– 6 month or 1 year– Give everyone opportunity to be on it
ERC Continued
• Incentive– “Why should I volunteer”
• Managerial support– Goal is for them to do it with just
Managerial representation
• Meet regularly– Set recurrent meeting reminder
ERC Responsibilities
• Help select Employee of the Month
• Develop fundraising ideas– TEAM money is a good start
• Brainstorm, plan and organize office events– Birthdays, Movie Days, Game Days, Pot
Lucks, Annual Family Picnic, Charities
ERC – Employee of the Month
• Manager sets criteria and guidelines– Attendance, nominations, VIA program– One win per year
• ERC Votes on candidates– Avoids Favoritism– Manager vote is tiebreaker
• Empowers staff (they have a voice)• Recognize the winner
– Parking spot, gift, public announcement, award certificate, etc.
Keys to ERC Success
• Make ERC members feel special– Always give them credit– Brag on them in staff meetings
• Thank them often– ERC members donate their time in many
cases to do.
• Do not let them go underappreciated
Handwritten Thank You Notes
• Needs to be specific– “thank you for your wonderful attitude
when we switched to AA”– May need to be creative for those that
don’t stand out
• Frequency– Two notes per staff per year (minimum)
• Where– Mail to home– Place on Desk
Thank You Notes Cont.
• Keep a record– Avoids Favoritism
• Spread the wealth• Don’t give 10 notes to your best employee vs 1
to your worst
• Set up a Outlook reminder– Hardwire the process– Holds you accountable
Quarterly Feedback Meetings
• Everyone gets regular feedback• Set Outlook Reminder• 10 minute mini-evals
– Have staff answer before meeting• What are you doing well?• What can you improve?• What are you going to do to make this a better place to
work?• What can your manager do to help you achieve your
goals?• Review attendance, annual goals, attitudes, etc.
Staff Evaluating Manager
• Quarterly employee satisfaction survey– Be open to constructive criticism– Be thankful for all feedback– Be open with results
• Identify 1 or 2 areas of focus• Use a graph to show changes
– Be willing to change• Share goals and process for improvement
– Must be anonymous– Strongly encouraged, Non mandatory
• Information will be used to make me a better manager
• Set an Outlook Reminder
Anonymous Voice
• Provides a safe environment• Create a suggestion/comment box
– Can be anonymous or signed– All suggestions addressed in staff meeting
• Reassures staff that their voice is heard• Comments not appropriate for public
– Personal complaints» Should be addressed by saying that you will take care
of that in private» May need to ask the writer to meet with you
– Place a spot on your meeting agenda• Employee Satisfaction Survey• Compliance Officer
Decision Making Committees
• Change Management Technique• Form representative committees
– Led by Manager– One member from each affected area– Use our CQI techniques
• When?– When changes directly affect staff – When changes are not set in stone
• Why?– Instant buy in– Moral boost– Employee empowerment– Better solutions
Physician Involvement
• By far the most difficult for me• Why?
– Staff feel like they work for Dr. Doe– Unified voice of authority– Staff’s attitude reflects physician’s attitude– Improves moral and productivity– Reduces staff confusion
• How?– Talk to docs about office
• Address concerns• Ask opinions (they want a voice too)
– Send them with Dr. Bat to IHI– Have them spend a day with Dr. Gray– I really don’t know
Questions