Are you a leader looking to amp up the energy level on your team and get everyone more engaged? If you’re not, maybe you should be… and here’s why. Employee engagement is an essential part of any successful organization, and more importantly, its ability to obtain competitive advantage and drive continued growth. The trick lies in creating that very special atmosphere where employees can move beyond the mundane and thrive. Achieving this - especially in the world of remote and disparate workforces – can be challenging…. but it doesn't have to be. From setting realistic expectations (and providing the appropriate resources for success) to fostering open and transparent communication within your organization, as a leader you have a major role to play in creating a culture of sustainable employee engagement.

Consider this story about Mark.

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Mark had been working at the same company for over a decade. He was content with his job as a relationship manager, but lately, he had been feeling a bit disengaged. His job had become monotonous, he was not challenged enough, and the bank was losing revenue because of customer churn.

That is until one day his manager, Linda, asked to see him. Since Linda rarely met with the team, Mark felt a sense of apprehension as he walked towards her office.

"Mark, we have some exciting news. We have been selected to work on a new project that requires us to adopt a new technology, but ultimately it should improve the customer experience," Linda explained.

Mark was excited to hear the news. Finally, something new to work on! However, as Linda continued to speak, Mark's excitement slowly faded.

"This new software program is completely different from what we’re used to, and we need everyone in customer facing roles to be proficient on the platform in a month’s time.”

Mark's heart sank. Technology was his least favorite part about the job because it consistently knocked him out of his comfort zone. Unlike his ‘phoning it in’ colleagues who were perfectly content to stare at a computer screen all day, Mark preferred instead to build deep relationships with his clients – some whom he had known for over ten years! He was not excited about learning something new, with no time, but he knew he should try.

The training began the following week, and Mark struggled to juggle his accounts with this new demand on his time. The software was nothing like he had ever seen before, and he found it difficult to understand the terminology and concepts. He felt lost and frustrated.

Meanwhile, his colleague, Jody, who had been working at the company for only two years, was thriving. While she lacked his relationship skills, Jody had a knack for technology and quickly grasped the concepts of the new software program. She even offered to help Mark, but he stubbornly declined, not wanting to seem incompetent.

As the training deadline approached, so did Mark’s stress level. He was very worried about meeting the new requirements of his role. He even considered quitting and finding a less demanding job.

But then, the day before the deadline, something amazing happened. Mark’s computer crashed, and he lost all his progress in the software program. He was devastated and angry about having to start over from scratch.

Jody saw this as an opportunity to help him, and she offered to tutor him on the software. The looming timeline did not leave Mark with many options, so he grudgingly accepted her help. To his surprise, Jody explained the concepts in a way that Mark could understand, and he was able to catch up quickly. Together, they were able to complete the training and meet the deadline with flying colors.

Linda knew even a small percentage of adoption of the new software would drive customer satisfaction and retention. She was impressed with Mark and Jody’s work and praised them both for their dedication and teamwork. Linda wished the rest of her team was as engaged in the success of the project, and wondered why they weren’t. Linda made a note to check in with each of them, which she hadn’t done in what felt like ages. Who had the time?

Meanwhile, Mark had learned a valuable lesson. He realized that he had been too afraid to ask for help and that he needed to be more proactive in his own learning and development.

From that day forward, Mark became more engaged in his job. He started to take on new challenges and actively sought out opportunities to learn new skills. He even enrolled in a few online courses to improve his understanding of other technologies available to measure and improve the customer experience.

The experience had transformed Mark from a disengaged employee to a proactive and ambitious one. He was grateful for the opportunity to learn and grow, and he knew that he had Jody to thank for inspiring him to become a better version of himself.

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Certainly, Mark learned from this experience. But what could his manager, Linda, have done differently to help put Mark, Jody, and her entire staff on a path for success? How could the firm, and it’s customers, benefit from a change in leadership behavior? How many more impressive outcomes might have developed if Linda had adopted just one of the following concepts:

SET CLEAR EXPECTATIONS AND GOALS

Lead your team to success by giving them a roadmap and setting clear expectations. A great way of doing so is making sure that employee engagement stays high – chatting with staff, responding quickly to their questions, and paying attention to their needs will ensure that everyone remains on the same page.  For both manager and staff, this approach provides an enjoyable journey while recognizing the ultimate achievement at its end - they'll be proud of having worked hard towards accomplishing something meaningful. Here are some quick hit ideas.

●     Clearly communicate desired performance results:

Understanding job responsibilities is key for employees to succeed. Give them the tools they need by providing achievable goals and measurable outcomes. With clear expectations, your team can make their mark knowing exactly what success looks like. Additionally, by providing employees with access to online learning programs or hands-on workshops, you can help them gain new skills and knowledge that will allow them to better understand their role and responsibilities. Ultimately, providing your team with the right resources is a great way to increase job satisfaction, morale, and productivity.

●     Establish consistent standards of performance:

To ensure success, businesses need to set high standards for the quality and quantity of work with their employees. When everyone knows what is expected from them, it’s much easier to translate actions into successful outcomes. Let’s not forget how essential recognition is when creating a positive atmosphere - showing appreciation goes further than you may think. Communication between team members will also make sure all objectives are met while helping create an inspiring environment where every individual feels empowered and valued.

●     Provide ongoing training opportunities:

It's essential for any business to ensure that its employees have the training necessary for success. By providing ongoing education on technology, processes, and industry best practices - companies show their staff a level of respect which reinforces the motivation to remain competitive in today’s ever-evolving world. Companies that invest in their employees’ professional growth will reap the rewards of improved organizational performance, resulting in better customer service, more efficient processes, increased business opportunities, and greater employee satisfaction.

PROVIDE SUPPORT AND RESOURCES

Supporting employee engagement can sometimes feel like an uphill battle. It's difficult to break through the waves of inertia and discontent that you can encounter in the workplace, but it doesn't have to be a challenge. Employers who take the time to understand employee needs, while at the same time delivering an appropriate support system, can reap rewards not only in employee morale, but also in productivity. Providing employees with an environment in which they feel validated is essential for any organization looking to achieve success - and giving them the means to reach their fullest potential is a sure-fire way of getting there.

●     Encourage feedback and input from employees:

As an employer, it's important to foster a workplace where employees feel comfortable expressing their thoughts and opinions. Not only does this help improve productivity - but individuals who know they are heard tend to be more engaged with the work at hand! Make sure you're creating opportunities for your team member to express themselves clearly and confidently. This could mean inviting more varied voices to the decision table, surveying employees frequently and actively soliciting feedback from employees at all levels of the organization. More than likely, you’re sitting on a mountain of creativity and ideas; it’s your job to mine those!

●     Recognize and reward employees for a job well done:

This may be the easiest tip to implement – and one that offers the greatest rewards! Show your employees some love! A simple 'thank you' or gesture of recognition can go a long way in acknowledging and appreciating the hard work that takes place on a regular basis. Let them know that the effort they devote towards achieving goals isn't going unnoticed - it's making an impact. Give team members shout outs in company meetings or newsletters. The benefits are twofold, making the employee feel great AND the human nature of friendly competition will likely have others looking for ways to “level up” their game. Certainly, a win-win for all!

●     Address problems and concerns promptly:

Don't allow challenging situations to fester - show those in the workplace that you're willing to take charge of creating a positive environment. Let those around you know that they can rely upon you to address any difficulties with dignity – nothing will make someone more passionate in their job than having a fair outlet for their grievances. Keeping communication open between management and staff is essential if you want a workplace where everyone feels respected. Trust us, your team will appreciate knowing their voices are being heard loud & clear.

OPEN COMMUNICATION AND TRANSPARENCY

Creating an open and honest dialogue in your workplace is key to big-time success. Imagine employees exchanging ideas freely, offering constructive feedback without fear of judgment – when this happens, there’s no limit on what can be achieved when everyone flows as one team working towards a bright future. Open communication isn't just important for a healthy culture; it propels you forward with creative thinking, employee trust & retention. Imagine how much further we'd get if employees felt comfortable talking about their thoughts, emotions, and goals - imagine what kind of innovation could come out of that?

 ●     Get everyone on the same page with regular check-ins:

 At the start of each week, have a quick meeting with your team to go over what everyone is working on. This will help to ensure that everyone is on the same page and that there are no surprises. Additionally, this is a good time to ask if anyone needs help or if there are any concerns that need to be addressed.

●     Encourage feedback and criticism:

Welcome feedback and criticism to improve open communication and transparency in the workplace. Using the “golden rule standard”, encourage people to give their honest opinions, even if they are negative, and be open to hearing what they have to say. Use constructive feedback to improve your own communication style, and make sure that everyone feels heard and valued.

 ●     Commit to continuous improvement:

Open communication and transparency are not static goals, but rather something that demands ongoing focus to achieve results. As such, it is important to demonstrate consistent improvement in this area. This means regularly assessing your individual progress and making changes as needed. It also means being open to new ideas and ways of doing things, and always looking for ways to improve.

 ●     Be transparent about decision-making:

 When making decisions that will affect the team, be transparent about your thought process. Explain the reasoning behind your decisions and involve others in your thought process as much as possible. This will help to build trust and understanding within the team.

 As you can see from the story about Mark, employees want to feel engaged and successful. Leaders play a vital role in creating a culture of employee engagement where people have the  opportunity to grow. By taking the time to foster a positive work environment and offering support and challenges, employers can ensure that their staff is engaged and inspired to perform at their best. In the end, a culture of employee engagement can only lead to success for both employers and employees alike – and the customer relationships that are on the receiving end of this transformation will benefit, driving the growth of your bottom line. And who doesn’t want that??

A disengaged workforce can really hurt a business, even more than if there were money issues. These 'invisible' costs can have a big, lasting effect on the company's culture – which ultimately leads to its success.

Want to learn more? Visit us @ True North Collaboration .