Here is some very interesting research from Wharton professor Adam Grant who has data showing that discretionary effort notably increases when employees see the significance of their work on others.
This resonated with me because I think it’s important to focus employee engagement work using the metaphor of a body:
– Head: Intellectually understanding the role and larger context
– Heart: Emotionally connecting with the role and larger context
– Hands: Having the energy and capability to do the work
I remember Netscape Communications CEO Jim Barksdale rallying the employees very early on, when we were growing like crazy but were exhausted, by saying that we were changing the very nature of how people communicated with each other. He meant it, you knew and felt it, and as a result you worked that much harder and actually had fun doing it. You told people with pride about your work and when they told you about their experiences with the internet you were energized because you knew, in some small way, that you were contributing to something historic and bigger than yourself.
Every organization should continuously explore, and improve, the quality of relationship and connections between employees, customers, and partners. Leaders should first assess their own connection and energy levels around the customer and bigger picture and then understand how managers and employees feel. Are there common themes about the bigger picture, or are people focused on operational and tactical things, missing out or discounting the broader, more energizing possibility? Do people light up when they talk about the big picture? How is the leader’s energy levels and personal (dis) connection impacting the managers and employees?
Lots of other things, of course, need to be in place in order to have a healthy, effective organization but I hope you’ll take the time and really ask yourself whether you have meaningful connections to your customers and their stories, perspectives, and ideas about your organization. Like any relationship, when the heart is engaged everything else is impacted.
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Adaptive Talent is a talent consultancy designed to help organizations achieve amazing results and ongoing adaptability. Founded in 2008 and based in Vancouver, Canada we offer retained search, assessments, total rewards consulting, training, leadership coaching and development programs, and culture & organizational development consulting.