the science of building happier higher performing teams - david inglis
TRANSCRIPT
The Science of Building Happier, Higher-Performing Teams
Additional Resources
Dave Inglis Director of Customer
Happiness
Tweet us @dave_inglis or @plas.city
Or email at
What you’ll take away
• Is employee happiness important? • A few simple ways to get started. • Some business cases for
happiness.
Workplace Happiness. Too bold?
Not according to employees…
We polled 487 working Canadians…
95% believe they have a
right to be happy 94%
believe that happiness can be improved
92% believe
companies should be
investing in happiness
85% interested in learning the skills to be happier at
work
92% Believe that companies
should be investing in the happiness of their
employees.
Definition of Happiness
“The joy we feel
while striving for our potential”
Shawn Achor Worlds Leading Expert on Happiness and Performance
Shawn joined the Board of Directors at Plasticity in 2015
Workplace Happiness
“The joy we collectively experience, while striving to reach our
collective potential”
It doesn’t sound so ridiculous after all.
Science of Happiness
Flourish by Dr. MarEn Seligman
Reduced access to decision making centers Reduced access to creativity centers Increases our emotional reactivity Reduced ability to focus
The Impact of Unhappiness
Brain Science of Happiness
Fear causes 30% reduction
in cognitive abilities.
Amygdala Manages
Fight or Flight
30% Reduction in Resources
Imagine losing 30% of your workforce
Where to start?
If you have buy in…
It can be simple. 21 day gratitude journal activity
60% improvement on task accuracy
Without data…
Let’s Look at Data
Bad Data
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ANNUAL SURVEY Employee Happiness
Bad data doesn’t tell you anything useful or help you make better decisions.
Good Data
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Employee Happiness - Sales
Good data helps you understand what’s causing the changes and suggest what you can do about it.
VP of Sales Resigns
New VP of Sales Hired
Back on Track
Better Data
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Sales vs. Customer Service
Better data helps you understand the impact of changes over time and across multiple groups.
Customer acquisition down CS reps feel less overworked
Customer Acquisition growing CS struggling to keep up
The Best Data
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Long term employee happiness With cycles and predictions
Drill down on past events to improve them in future cycles
Learn from data to iterate for long term improvement
Post Christmas sales and service dip in happiness
The best data is long term, helps you make and test predictions, and craft better policies for continued future success.
Case Studies
Fibernetics
Case Study #1
Company type: Canadian Telco company with 300 employees in four countries. Refocused corporate culture towards employee and customer happiness
New Mission Statement: “Delivering happiness and connections daily by being awesome.” Major rebranding highlighted customer and employee happiness. New core values and ability to track adoption of values over 12 months.
Fibernetics continued
Additional Resources
Outcome: Volatility of employee happiness reduced by half and average happiness increased by 10%. Four quarters of the highest percentage sales growth in company history. Highest level of customer satisfaction in company history. Highest customer retention in company history and overall compared to the ENTIRE industry.
Who’s Tracking Happiness?
Who?
SME’s, large enterprise, cities and municipal organizations, non profits,
banks, financial institutions, tech companies, tech incubators,
international medical device companies, universities, financial services
companies, advertising agencies, marketing firms, manufacturing
facilities, international retail chains and others.
Connect with us
Additional Resources
facebook.com/plasEcitylabs twiUer.com/plasEcity hUp://linkd.in/1dejP0Y
hUp://plasEcitylabs.com
Additional Resources
Free culture assessment for all attendees
Email [email protected] and mention the IAB seminar to receive a free 30 minute assessment of where you place on culture
and where you can go next.