Trust in Organizations

There are many reasons that we develop commitment to our organizations. Every employee is different. And with their differences comes different motivators and reasons for feeling committed to their organization. How does trust impact one’s feelings of commitment to an organization? Continue Reading →

Wellness Programs: What is the Value?

Healthcare is on all organizations minds right now. There are going to be a large amount of changes coming our way and it is not only for organizations to think about how the healthcare reform will impact their structure, it also brings to light the cost of healthcare. One of the easiest and most effective ways to help cut benefit costs may be utilizing wellness programs. Continue Reading →

Do Your Employees Know How to Succeed?

Most leaders desire to increase the motivation of their employees. The goal of increasing motivation is often linked with improving a plethora of outcomes such as productivity, engagement, attendance, and retention. Because we associate increased motivation with increases in many other desirable outcomes, we also tend to assume that a deficiency in an outcome is probably due to a lack of motivation. For example, if an employee keeps missing his sales quota (low productivity) we may be inclined to think that he is not motivated to succeed. What if, though, you discovered that motivation wasn’t the problem at all? Continue Reading →

The Right Time

The number of jobs that an individual will have throughout their lifetime continues to increase. Long gone are the days that an employee would be at the same organization from the start of their career to the end. Employees now realize that they can move around and have the option to try out different jobs rather than just settling. Continue Reading →

Workplace Violence: Crossing the Line

Workplace violence is not a topic to be taken lightly. If ignored, organizations can face very serious consequences. The most important question to ask yourself is: Do the employees at my organization understand the policy in place? Continue Reading →

What went wrong?

It is an inevitability that individuals leave their jobs. Sometimes leaving a position is a result of dissatisfaction with something within the organization (e.g., the manager, the hours, the tasks were too difficult/easy for the employee’s skills, etc.) and sometimes it’s a result of external factors such as a spouse’s job relocation or better opportunities elsewhere. There are many reasons why an employee may terminate his or her employment and often times this information is not well utilized by supervisors. Information regarding employee turnover can be evaluated to improve the work environment for current and future employees if leaders find that an organizational deficiency does exist. Continue Reading →

Enforcers vs. Sympathy

Human resource professionals have a tough job. We are called in when there are very serious problems and it is often up to us to lay down the law and make sure problems among employees or involving employees are resolved. Often, we have to do the “dirty” work that few others desire to undertake. Continue Reading →

Understanding Customer Service

There’s no question that employee engagement is linked to quality customer service in many ways. One aspect of employee engagement that could seriously hinder an employee’s ability to provide excellent customer service is goal clarity. In my past experiences as an employee, I often felt unable to perform my job to the best of my ability because I was confused about how to complete certain procedures when directions were not clear. It is easy for supervisors to explain a goal from their own perspective when what should actually occur is for the supervisor to explain the goal from the employee’s perspective. Since supervisors are often seasoned employees within the company, it’s difficult to explain all of the small component parts of a procedure that may be second nature to them. This is where information is inadvertently omitted from training programs and employees are left feeling confused.

To add to this problem, employees sometimes don’t know what they don’t know. When such a misunderstanding exists, it can be challenging to pinpoint the true source of the problem. This can lead to issues in which individuals don’t understand their job but think they are performing perfectly well. Our recent panel data shows that 67% of employees surveyed felt that they understood the goals of their team to deliver the appropriate brand to customers. Understanding the overall goal is integral to being able to deliver adequate customer service. If what does not understand what he or she is expected to do, there is no way that successful performance, and therefore satisfied customers, can occur.

Enhancing customer service within an organization is yet another prime example of the ways in which engaged employees can pay off for a company. Since quality customer service is at the forefront of many organizations’ goals, it would behoove companies to invest more in engaging employees since this can directly affect this outcome. A well-developed customer experience management plan that includes efforts to increase current employee engagement would likely do wonders for improving customer service, especially with regard to promoting the organization’s overall brand.

Does your organization connect employee engagement or development with customer service? Do you think there are other ways to directly affect the quality of customers’ experience by developing employees?

How Does a Night Owl Survive Corporate Workdays?

I have always been a night owl by nature.  Early mornings can seem unbearable at times and my mood is definitely not at the highest.  College certainly worked to my advantage as a night owl.  I had no problem being awake for a 10am class, however, my 8am classes were very challenging.  I only took one 8am course in college because I actually felt I was not awake enough to learn. Continue Reading →

Is Training Effective? How Do You Know?

Developing any kind of training at your organization is not an easy feat. There is a whole lot of planning and creation that must take place. All of the time commitment before the training takes place combined with conducting the training adds up to a big job. Many leaders and skeptics often ask the question, “Is training really worth it?” Continue Reading →