Managing a MultiGenerational Workforce
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HR Solutions, Inc. and City University of Seattle Presents
The Linkage Between Employee Engagement, Diversity & Satisfaction
71st NWHRA Annual Conference and Trade Show
Murat Philippe
Principal ConsultantOctober 2, 2009
Timothy Sprake
HR Director
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Workshop Learning Objectives
•Understand the importance and strategic impact of conducting an internal analysis of employee engagement that establishes the foundation for change to a culture where employees are genuinely engaged in the success of the organizations they support.
•Explore the different measurements of employee engagement and why these measures are more effective at achieving organizational success.
• Understand that an engagement survey is only one of the tools available that help organizations identify the need for change and improvement. More importantly participants will understand that an organizations willingness and ability to actively pursue their current reality on multiple fronts and through multiple methods is the primary path to improvement and ultimately greatness.
•Learn about the generational differences in workplace concerns that impact Employee Engagement levels. (This will have be done by HR Solutions).
•Understand the importance of communications and taking action once survey results are available. An awareness of the key principles of change management and their critical importance will be provided.
•Implement action plans to assure success of any change initiative and in particular one that impacts the organizations most important asset is its employees and their level of engagement.
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What is a Magnetic Culture™ in the Workplace?Redefining Employee Satisfaction
• Defining Employee Engagement.
• Outcomes Driven by Employee Engagement.
• The Numbers Behind the Story of Engagement & Diversity.
• Key Drivers.
• The Top Ten Tool Kit.
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Satisfaction versus Engagement
• “What do I get”
• Employees more focused on Pay Satisfaction, Benefits Satisfaction, Physical Working Conditions, and other factors that satisfy.
• “What you give back”
• Employees more emotional, feeling of ownership, involvement in their job, passion, safe culture, and having meaning and purpose as an employee.
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What is a Magnetic Culture™ in the Workplace?
• A Magnetic Culture™ is one that draws talented employees to the workplace, and sustains an environment in which they are less likely to leave.
• It is marked by engaged employees who share a strong desire to be part of the value that the organization creates.
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Defining Employee Engagement
• Engaged Employees are:
• Motivated.• Committed.• Very involved in their work.• An inspiration for others.• Supportive of co-workers.• Oriented to providing good customer service.• Loyal.• Optimistic about their work goals.
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Outcomes Influenced By Employee Engagement
• The following business outcomes result from successful implementation of Employee Engagement programs:
• Top Employer Ranking.
• Stellar Productivity and Financial Success.
• Outstanding Performance from Employees.
• A Magnetic Culture™ is established at your organization.
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Reputation
Customer Satisfaction
Absenteeism
Retention
Outcomes Influenced By Employee Engagement
EmployeeEngagement
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Employee Engagement – The Numbers Behind the Story
• Three Types of Employees1:
1. ENGAGED• Highly engaged and committed to the mission, vision and
values of the organization.
2. AMBIVALENT• They are “checked out”, lack of spirit and vivacity, they
feel unappreciated and insignificant.
3. ACTIVELY DISENGAGED• Negative energy, they focus on problems.
1Source: HR Solutions National Study
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Employee Engagement – The Numbers Behind the Story
• Percentage of Engaged Employees in the workplace1:
11Source: Source: HR Solutions National StudyHR Solutions National Study
64%
17% 19%
Engaged
Ambivalent
Actively Disengaged
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• Estimated costs of turnover in the United States economy: $5 trillion per year1.
• The cost of disengagement: $300 billion2.
1 Frank, F.D., Finnegan, R. P., & Taylor, C.R. (2004) The Race for talent: Retaining and engaging workers in the 21st century. 2 Getting Engaged by Steve Bates, HR Magazine Feb 2004
Employee Engagement – The Numbers Behind the Story
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Gender Quiz
My job gives me the opportunity to do the things I do best.
This organization provides me the opportunity to improve my professional knowledge.
Senior Management of this organization is concerned about the employees.
I have an opportunity to participate in decisions made by my supervisor that affect my work environment.
All in all, I am satisfied with my job.
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Changing Priorities
1
2
3
4
5
6
<25 26-34 35-39 40-54 55+
Opportunity forTraining
Careeradvancement
Supervision
Pay
Benefits
Policies andprocedures
Age Group
Impo
rtan
ce (
6=M
ost
Impo
rtan
t)
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Employee Engagement & Diversity Satisfaction
0%
20%
40%
60%
80%
100%
StronglyDisagree
Neither StronglyAgree
Job SatDiversity Sat
% F
avor
able
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Employee Engagement – The Numbers Behind the Story
• Mature Generation—A Different Perspective on Work.
• 47% increase in age 55+ workers by 20101.• 80% of Baby Boomers plan to work at least part-time
during retirement1.• 69% of age 45+ plan to work “well beyond age 65”2.
• Characteristics3
• Trust for authority; optimal in hierarchical structure.• Compliant to organizational practices/policies.• Team players.• Long tenure at single company.• Different appreciation characteristics: Value benefits programs, role within the
organization, and recognition.• Less value assigned to pay levels (not pay fairness).
• The older generation “lives to work” whereas the younger population “works to live.”
1 Source AARP,2 Source J. Walter Thompson, 20043 Source – The Concours Group
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Connecting the Generations
Veteran Baby Boomers Generation Xers Generation Y Millenials
Outlook Practical Optimistic Skeptical Hopeful
Work Ethic Dedicated Driven Balanced Ambitious
View of Authority
Respectful Love/hate Unimpressed Relaxed, polite
Leadership by Hierarchy Consensus Competence Collaboration
Relationships Personal Sacrifice Personal gratification Reluctant to commit Loyal
Perspective Civic Team Self Civic
Influencing Messages
• Make do or do without
• Stay in line• Sacrifice• Be heroic• Consider the
common good
• Be anything you want
• Change the world• Work well with
others• Live up to
expectation• Duck and cover
• Don’t count on it• Remember –
heroes…aren’t• Get real• Survive – stayin’ alive• Ask “why?”
• Be smart– you are special
• Leave no one behind
• Connect 24/7• Achieve now!• Serve your
community
Source: Willa Starks, Parkview Health: The Cross Generational Workplace
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Generational Retention Factors
Veterans Baby Boomers
Generation Xers
Generation Y Millenials
Clear direction
Professional standing/job status
Stability and security
Recognition
Company reputation
Collaboration
Flexibility
Development
Fun
Work & life balance
Positive environment
Recognition
Source: Willa Starks, Parkview Health: The Cross Generational Workplace
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Generational Communication PreferencesVeterans Baby Boomers Generation Xers Generation Y
Millenials
Logical, linear
History, tradition
Long term goals
Good grammar
Conservative
Personable
Two-way
Vision, mission
Making a difference
Information = reward
Direct, straightforward
No buzzwords
Results-oriented
Include benefits
Electronic
Positive
Collaborative
Motivational
Coach to goals
Digital
Source: Willa Starks, Parkview Health: The Cross Generational Workplace
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Generational Communication Turn-Offs
Veterans Baby Boomers Generation Xers
Generation Y Millenials
Profanity
Slang
Disorganization
Disrespect for experience
Brusqueness
Not showing interest
One-upmanship
Politically incorrectness
Schmoozing
Using time poorly
Flashiness
Corporate-speak
Incompetence
Bureaucracy
Cynicism
Sarcasm
Unfairness
Condescension
Source: Willa Starks, Parkview Health: The Cross Generational Workplace
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CityU Logo here
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Six Item Highlights from Data Analysis
• There is good communication between members of my work group. (80% Favorable, Education Norm: 67, National Norm: 68, BIC Norm: 80)
• My supervisor is friendly and helpful. (83% Favorable, Education Norm: 79, National Norm: 78, BIC Norm: 87)
• The person/persons doing my performance appraisal is/are aware of my work. (75% Favorable, National Norm: 69, BIC Norm: 79)
• My immediate manager’s actions are consistent with what she/she communicates. (74% Favorable, National Norm: 69, BIC Norm: 78)
• I can explain the organization’s strategy/mission to my family, friends and coworkers. (76% Favorable, National Norm: 69, BIC Norm: 84)
• I feel free to express new ideas and work methods which I feel will help this organization. (67% Favorable, National Norm: 55, BIC Norm: 81)
BIC – Best in Class
21
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CityU of Seattle’s Employee Engagement Levels
Ambivalent, 66% (59% Norm)
Actively Disengaged, 19%
(16% Norm)
Actively Engaged, 14% (25% Norm)
A Magnetic Culture™ is one that draws talented employees to the workplace, empowers them, and sustains an environment in which they are less likely to leave.
It is marked by engaged employees who share a strong desire to be part of the value that the organization creates.
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Per
cent
F
avor
able
Best-in-Class – 90th Percentile in our database.
Three Dimension Opportunities from Data Analysis
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Ancillary Highlights
In addition, when closing each feedback session, the facilitator made a point to ask what employees liked most about their jobs and working at CityUniversity of Seattle. The most frequent responses included the following types of comments:
Coworkers Benefits Empowerment President Variety of work Flexibility Supervisors Friendly and challenging environment
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Demographic Dimension Profile Report
Dimension Number Responding
Percent Favorable 0% 20% 40% 60% 80% 100%
Percent Favorable
Compared to rest
Percent Unfavorable
1. Overall Job Satisfaction
City University of Seattle 2008 EOS - Total 187 65% 12%
National Norm 76%
Male 52 60% -8% 14%
Female 133 67% 8% 12%
3. Benefits Satisfaction
City University of Seattle 2008 EOS - Total 187 56% 19%
National Norm 61%
Male 52 44% -16% * 21%
Female 133 61% 16% * 17%
5. Communication
City University of Seattle 2008 EOS - Total 187 56% 21%
National Norm 66%
Male 52 48% -10% ** 24%
Female 133 59% 10% ** 20%
8. Training & Development
City University of Seattle 2008 EOS - Total 187 46% 25%
National Norm 68%
Male 52 44% -3% 24%
Female 133 47% 3% 26%
Male vs. Female
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Demographic Dimension Profile Report
Dimension Number Responding
Percent Favorable 0% 20% 40% 60% 80% 100%
Percent Favorable
Compared to rest
Percent Unfavorable
1. Overall Job Satisfaction
City University of Seattle 2008 EOS - Total 187 65% 12%
National Norm 76%
25 and Under 10 92% 29% ** 0%
26 - 34 31 74% 11% * 8%
35 - 39 15 69% 4% 9%
40 - 54 65 57% -12% ** 16%
55 and Over 64 64% -2% 13%
8. Training & Development
City University of Seattle 2008 EOS - Total 187 46% 25%
National Norm 68%
25 and Under 10 77% 32% ** 7%
26 - 34 31 56% 12% * 19%
35 - 39 15 29% -19% ** 48%
40 - 54 65 37% -14% ** 31%
55 and Over 64 49% 5% * 19%
AGE
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Demographic Dimension Profile Report
Dimension Number Responding
Percent Favorable 0% 20% 40% 60% 80% 100%
Percent Favorable
Compared to rest
Percent Unfavorable
1. Overall Job Satisfaction
City University of Seattle 2008 EOS - Total 187 65% 12%
National Norm 76%
Less than one year 34 78% 16% ** 8%
1-3 years 80 60% -9% * 14%
4-6 years 34 65% -1% 14%
7-10 years 15 59% -7% * 19%
More than ten years 22 69% 5% * 6%
8. Training & Development
City University of Seattle 2008 EOS - Total 187 46% 25%
National Norm 68%
Less than one year 34 64% 23% ** 19%
1-3 years 80 46% -1% * 30%
4-6 years 34 33% -15% * 28%
7-10 years 15 38% -9% 18%
More than ten years 22 44% -3% 17%
Years of Service
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Training and Development
Feedback sessions included the following types of comments:
“There is no training or development. Orientation to company is great. You learn about the benefits. The training is fine when you first come here. There are people here that help you out. Once you are trained that is it. It is pretty much it.” Nine agreed.
“I don’t feel organization is committed to Training & Development. I got some in my own department; but there is no institutional commitment to it.” [10 of 11 Managers agreed]
• Job-role specific department training• IT Training,
• Seminars,• MS Excel training, • Phone etiquette/ transferring phone calls.
• SharePoint• Leadership Development.
• How to hold people accountable.• How to deal with underperformers.
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Key Drivers
1. Promotions/Career Advancement
2. Strategy/Mission
3. Satisfaction with the Work
4. Customer Service
5. Supervisory Promotion Teamwork
6. Pay Satisfaction
7. Coworker Performance/Cooperation
8. Concern for Employees
9. Job Stress
10. Benefits Satisfaction
Top 10 Influencers on Employees’ Overall Job Satisfaction/Engagement
Determination of key drivers based on survey responses in ourNational Normative Database, representing over
2.2 million participants and 2,100 organizations.
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Key Drivers of Employee Engagement
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Action Planning in ActionPro® Action Plan Preview
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ActionPro® / Action Planning Process
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Action Planning to Lowest Organizational Level
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Meet with your
Supervisor to discuss
Department
Opportunities
Global Opportunities for
Senior Management
Develop Action Plan
with ActionPro®
Submit Action Plan to
Supervisor & wait for approval
Implement &
Communicate Action
Plan
APulse: Measure Results
Discuss/adjust Action Plan with
staff
Action Planning Process
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Action Planning in 7 Simple Steps
1. ROADMAP to EMPLOYEE ENGAGEMENT REVIEW
2. INITIAL POST-SURVEY COMMUNICATION TO ALL EMPLOYEES
3. POST-SURVEY COMMUNICATION AMONG ALL MANAGERS
4. DEVELOP AND SAVE INITIAL ACTION PLANS IN ACTIONPRO®
5. MEET WITH YOUR EMPLOYEES TO DISCUSS THE ACTION PLAN
6. SUBMIT, COMMUNICATE, AND IMPLEMENT ACTION PLANS
7. MEASURE THE RESULTS OF THE ACTION PLAN
Senio
r M
anagem
ent
All
Managem
ent
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THIS ONE’S FOR YOU RYAN!
Go ahead and delete!
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©2007 HR Solutions, Inc. 37
The Top Ten Ways To Create a Magnetic Culture™:
A Best Practices Tool Kit
1. Provide career development opportunities.2. Competitive salary.3. Flexible work schedules.4. Optimal day-to-day work life.5. Provide top-notch customer service.6. Ensure company mission is clear.7. Retain best supervisors and managers.8. Strong senior management.9. Maintain positive organizational culture.10. Generous benefits.
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1. Career Development Opportunities.
• According to SHRM study*, this is the single most important factor to keep employees engaged.
• Career Planning
• Skill preparation
• Organizational political savvy.
• Coach with passion / Motivate employees.
• Ongoing educational opportunities.
• Mentors and Role Models.*Source: SHRM 2006 US Job Retention Poll Findings
Magnetic Culture™ Best Practices Tool Kit
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©2009HR Solutions, Inc. 39
Magnetic Culture™ Best Practices Tool Kit
2. Competitive Salary.
• Better compensation elsewhere is the top reason employees chose to leave their jobs in 2006.1
• Ongoing assessment of comparable jobs/salaries is crucial to engagement.
• Learn from colleagues / competitors.
• Online pay comparison tools.
1 2006 SHRM US Job Retention Poll Findings
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©2007 HR Solutions, Inc. 40
Magnetic Culture™ Best Practices Tool Kit
3. Flexible Work Schedules.• Alternate Arrival/Departure times.• Compressed Work Week.• Telecommuting.
• Redefine Retirement/Flexible Work Schedules - 76% of baby boomers want a gradual retirement. (Source: Ceridian)
• More flextime and flexible work schedules.• Part-time and job sharing.• Consider shorter shifts.• Working from home.• Consulting (as a start).• Temp work (as a start).
• Uniguard Insurance Group: Over 60% of its employees take part in flextime program. Turnover decreased 5%; overtime decreased 5%.*
• Cubist Pharmaceuticals: Employee Opinion Survey administered by HR Solutions, Inc. in 2005. Employees responded 90% favorably to, “It is important to me that this organization consider and support flexible scheduling arrangements or flexible work options where possible.”
* Washington State University Cooperative Extension Program and the Commuter Challenge. “Recent Case Studies.” 20 July 2006, http://www.teleworkarizona.com/pdf/wficasestudy.pdf
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4. Day-to-day work.
• Clear definition of employee role.
• Constant, relevant communication.
• Fairness at work.
• Adequate support.
• Variety of tasks.
• Easily obtainable information.
Magnetic Culture™ Best Practices Tool Kit
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5. Customer Service.
• Linkage of customer and employee satisfaction to management and employee compensation / bonuses.
• Norman Regional Hospital: Clear explanations to each patient of what they can expect:
• Estimated wait time.• Where the patient will be going next.• Who will take them there.• What will happen once they arrive.1
• Successful Transfer of the Branding to the External Arena.
1 Norman Regional Hospital, Creating a Magnetic Culture Customer Service Brochure 2006
Magnetic Culture™ Best Practice Tool Kit
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6. Clearly Communicated Company Strategy / Mission.
• Host an Organizational Mission Workshop.• Dispel misperceptions.• Post mission statement clearly in high-traffic areas.• Clear, concise, continuous communication.• Employee Congress—multi-faceted communication.
• HR Solutions’ Best-in-Class Database: proven correlation between scores on Overall Job Satisfaction and Communication.
• Similar correlation with HR Solutions’ Most Improved Clients.
Magnetic Culture™ Best Practices Tool Kit
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Magnetic Culture™ Best Practices Tool Kit
7. Retain Best Supervisors / Managers.
• Accountability/Acceptance of responsibility.• Imbed belief (Engagement & Diversity) at the manager level.• Honesty/Trust.• Timeliness of performance evaluation.• Effectively communicate organizational strategy and mission.• Appropriately handle conflicts.• Care about employees.• Clearly communicate expectations.• Reduce communication gap between employees and managers.
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Magnetic Culture™ Best Practices Tool Kit
7. Retain Best Supervisors / Managers (cont’d)
• Become educated on how to best maximize the value of mature workers
• Understand the generational differences in your workforce.• De-bunk the myths.• More seasoned workers cannot effectively use
technology – inaccurate.• Higher costs/more absences due to sickness and health
problems – simply not true.
• Utilize their generational strengths to benefit the organization.
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7. Retain Best Supervisors/Managers (cont’d.)
“My supervisor focuses on my strengths or positive characteristics.”
% Favorable response
4%
23%
77%
0%
20%
40%
60%
80%
100%
Engaged NotEngaged
ActivelyDisenaged
**Source: Source: The Gallup Management JournalThe Gallup Management Journal,,
Magnetic Culture™ Best Practices Tool Kit
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Magnetic Culture™ Best Practices Tool Kit
8. Strong Senior Management.• Shows concern for diversity
• Communicate the importance of diversity throughout the organization.• Emphasize how diversity is linked to business goals.• Provide resources• Model through their actions
• Open to new ideas.• Committed to Employee Development as a priority.• Be Proactive – Manage the Program.• Strategy selection & implementation.
• Personal characteristics.• How strong or weak the Senior Manager is on: honesty, integrity,
accountability and passion to succeed.
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Survey item on perceived visibility: "Senior managers frequently visit my department."
Survey item on perceived concern: "Senior management of this organization isconcerned about the employees."
8. Strong Senior Management (con’t.)Senior Manager Visibility
Magnetic Culture™ Best Practices Tool Kit
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Magnetic Culture™ Best Practices Tool Kit
9. Maintain Positive Organizational Culture.• Old school → Wait and see, then adapt.
• New school → Anticipate change, stay ahead of the curve and ahead of the competition.
• Human Resources Policies Supporting the Employee / Customer Interface.
• Use the coworker satisfaction!• “How would you characterize your interaction with your coworkers?*”
• 86% of engaged employees said their interactions with coworkers were always positive or mostly positive.
• 72% of not engaged employees said their interactions with coworkers were always positive or mostly positive.
• 45% of actively disengaged employees said their interactions with coworkers were always positive or mostly positive.
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9. Positive Organizational Culture (cont’d.)
• Community involvement.
• Branded communication.
• Build flexibility into the organization.
• Success/Reputation of the organization.
• Innovation.
• Customer-focused.
• Diversity.
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10. Compensation Plans/Benefits Plans.
• Critically important tool to engagement, due to the fact that these are the most tangible job attributes. A ‘talent attractor’.
• Assurance of fair wage rates & rewards.• Both internal & external equity.• Strong impact on employees’ intent to stay versus discretionary effort.• “You can’t buy much effort.”• Competitive salary for mature workers compared to younger workforce.• Some organizations instituting “longevity adjustments.”
• Brand your benefits.
• Pay and rewards-related communication.• Determine your goals in implementing an employee recognition program.• Informal and Formal Recognition Programs.
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Key Retention Factors & Best Practices
• Redesign Benefits Packages • Restructuring pension plans.• Maintain full benefits for mature workers who switch to part-time.• Health benefits packages to fit the age of the workers.• Provide child and elder care benefits.
• “Create the new labor source”; consider additional training to ease the transition to a new career for a mature worker.
• Integrate diversity training with other types (e.g. employee orientation, team building, leadership, management development, performance evaluation, career development, and customer training)
• Consider rehiring former-employee retirees
• Restructure job content to deemphasize physical work and replace it with knowledge work, in order to tap into the strength and experience of mature workers.
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Related Factor: Satisfaction with Diversity in the Workplace
Employee Opinion Survey ItemsPearson
Correlation
OUTCOME VARIABLE: Overall Job Satisfaction 1.00
Diverse customers (differences in race, gender, age, religion, sexual orientation, etc.) are treated fairly at this organization.
0.42
Diverse employees are treated fairly with regard to their career advancement at this organization.
0.41
Diverse employees (differences in race, gender, age, religion, sexual orientation, etc.) are treated fairly at this organization.
0.40
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Creating a Magnetic Culture™ in the Workplace
• A Magnetic Culture™ and increased retention result from engaged employees.
• The implementation of best practices can increase the employee engagement at your workplace. Learn from others.
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Employee Engagement & Diversity Satisfaction
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Q80: All in all, I am satisfiedwith my job.
Very Dissatisfiedon DiversityVery Satisfied onDiversity
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Creating a Magnetic Culture™ in the Workplace
The kind of commitment I find among the best performers across virtually every field is a single-minded passion for what they do, an unwavering desire for excellence in the way they think and the way they work. Genuine confidence is what launches you out of bed in the morning, and through your day with a spring in your step.
Jim Collins
Source: Good to Great: Why Some Companies Make the Leap... and Others Don't, Page: 87
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Questions / Comments
Thank You!