I had to call my technical support contact last month about a simple billing question. When I finally got a live person, after enduring five minutes of Yanni’s greatest hits, her boredom just radiated through the phone. I guess I caught her mid-yawn. When I told her about my issue she asked me to wait while she pulled up my records. The silence between was broken only by her quiet sigh. Then I said, “Thank you for your help.” And something amazing happened – she warmed up. She said, “You’re welcome” and we quickly got to the bottom of my issue.
The exchange was significant for two reasons. First, this was definitely a disengaged, disinterested employee. Second, when I expressed my appreciation for her efforts, she instantly became more engaged and her performance improved.
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According to a recent Gallup poll, over 70 percent of American workers are either actively or passively disengaged from their work. This is a troubling statistic. Not only is the human cost immense, the U.S. economy takes a $370 billion hit from this army of the disaffected. The message is clear: leaders have to do better at building employee buy-in and job satisfaction.
Luckily there are new tools in the kit for accomplishing this crucial mission. Social media and enterprise tools can help a company build a workforce that feels empowered and appreciated. At its heart it’s about building community, giving people a sense of being part of something greater than just their job descriptions. Some of the exciting tools for accomplishing this include Yammer, Newsgator, Jive and IBM IBM -1.24% Connections among many others of course.
Read more via Employee Engagement: Every Leader’s Imperative – Forbes.
A Better Way
There is a better way to run your business – a way proven to consistently boost employee engagement and retain customers …. And increase top line growth.
Jim Woods is a leader workplace learning, productivity, performance, and leadership training solutions. We help companies and individuals improve their performance, productivity, and bottom-line results. See a partial list of Jim’s clients. Hire Jim Woods to Speak | Follow us: Facebook | Follow us: Twitter | Skype ID – jim.woods79
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