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Stay Interviews: HR’s Secret Weapon for Strengthening Employee
Engagement and Retention Efforts
Thursday, September 15, 2016 1:30 p.m. to 3:00 p.m. Eastern
12:30 p.m. to 2:00 p.m. Central 11:30 a.m. to 1:00 p.m. Mountain 10:30 a.m. to 12:00 p.m. Pacific
Presented by:
Erin Pappo Pamela Zlota
Camden Consulting Group
This program has been approved for 1.5 credit hours toward PHR and SPHR recertification through the Human Resource Certification Institute (HRCI). For more information about certification or recertification, please visit the HRCI website at www.hrci.org.
Stay Interviews: HR’s Secret Weapon for Strengthening
Employee Engagement and Retention Efforts Presented by:Erin Pappo
Pamela ZlotaCamden Consulting Group
September 15, 2016
© 2016 Camden Consulting Group A Division of Keystone Partners
Housekeeping
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© 2016 Camden Consulting Group A Division of Keystone Partners
We still do things like a small company and we need to do
things like a big company; the fact that they hired you and they want to hear from us is
great.
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© 2016 Camden Consulting Group A Division of Keystone Partners
Why Conduct Stay Interviews
Conduct Stay Interviews andRetain your Top Talent
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Possible Reasons……………….
© 2016 Camden Consulting Group A Division of Keystone Partners
Why Conduct Stay Interviews
Get an Insider’s View of Employee Engagement
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Possible Reasons……………….
© 2016 Camden Consulting Group A Division of Keystone Partners
Why Conduct Stay Interviews
Gain Competitive Edge and Differentiate Based on Your Talent
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Possible Reasons……………….
© 2016 Camden Consulting Group A Division of Keystone Partners
Why Conduct Stay Interviews
Take a Temperature Check after a significant Organizational Change
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Possible Reasons……………….
© 2016 Camden Consulting Group A Division of Keystone Partners
Why Conduct Stay Interviews
Align Business Strategy with the Talent Reality
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Possible Reasons……………….
© 2016 Camden Consulting Group A Division of Keystone Partners
Jot Down Your Ideas
Page 9
© 2016 Camden Consulting Group A Division of Keystone Partners
The flexible schedule is big; having the freedom to make our schedule every day; my manager is very respectful that I can't work late and that is a huge factor for
why I stay.
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© 2016 Camden Consulting Group A Division of Keystone Partners
Main Topics
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Employee Engagement 101
Business Rationale for Stay Interviews
Stay Factors-Key to Retention
Organizational Readiness and Implications
Identifying THE Target Audience
Communication and Managing the Message
Sustainability
Benefit (for the Organization, Managers and Employees)
© 2016 Camden Consulting Group A Division of Keystone Partners
What is Employee Engagement?
When employees get up in the morning thinking…….“I can’t wait to get to work! I know what I’m going to do today, I’ve got some new ideas, and I’m looking forward
to seeing my friends in the office.”
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© 2016 Camden Consulting Group A Division of Keystone Partners
What is Employee Engagement?
Employee engagement is about understanding one’s role in an organization, and being energized about where
you fit in in the organization's mission.
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© 2016 Camden Consulting Group A Division of Keystone Partners
What is Employee Engagement?
Employee engagement is about having a clear understanding of how an organization is fulfilling its
purpose and objectives, and being given a voice in its journey to offer ideas and express views that are taken
account of as decisions are made.
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© 2016 Camden Consulting Group A Division of Keystone Partners
What is Employee Engagement?
Employee engagement is about being included fully as a member of the team, focused on clear goals, trusted and empowered, receiving regular and constructive
feedback, supported in developing new skills, thanked and recognized for achievement.
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© 2016 Camden Consulting Group A Division of Keystone Partners
What is Employee Engagement?
Engaged organizations have strong and authentic values, with clear evidence of trust and fairness based on
mutual respect, where two-way promises and commitments – between employers and employees –
are understood and fulfilled.
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© 2016 Camden Consulting Group A Division of Keystone Partners
I may not be paid at the market rate but I
appreciate the flexibility with my
schedule and the work culture here.
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© 2016 Camden Consulting Group A Division of Keystone Partners
Why Does Engagement Matter?
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R
© 2016 Camden Consulting Group A Division of Keystone Partners 19
“There are only three measurements
that tell you nearly everything you need to know about an
organization’soverall performance:
employee engagement, customer satisfaction and
cash flow.”
Jack WelchFormer Chairman and CEO, GE
© 2016 Camden Consulting Group A Division of Keystone Partners
Compensation is not a driver for why people
stay here.
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© 2016 Camden Consulting Group A Division of Keystone Partners
Drivers of Engagement (Options for Further Discovery)
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Brand Recognition
Peer Relationships Career Growth
Benefits
© 2016 Camden Consulting Group A Division of Keystone Partners
Jot Down Your Ideas
Page 22
© 2016 Camden Consulting Group A Division of Keystone Partners 23
Mission and Values
Managerial Effectiveness
Compensation
Community Service
Drivers of Engagement (Options for Further Discovery)
© 2016 Camden Consulting Group A Division of Keystone Partners 24
Trust and Fairness
Industry Recognition
Development Opportunities
Perks (Ping Pong, Free Food……)
Drivers of Engagement (Options for Further Discovery)
© 2016 Camden Consulting Group A Division of Keystone Partners
It would take a lot to lure me away. I look at the
whole thing and I feel like I hit the jackpot!
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© 2016 Camden Consulting Group A Division of Keystone Partners 26
© 2016 Camden Consulting Group A Division of Keystone Partners
I am young so I don’t care about the
Benefits, I think they are neutral. Obviously what I like is the cool office and the good work life balance.
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© 2016 Camden Consulting Group A Division of Keystone Partners
Who Matters?
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© 2016 Camden Consulting Group A Division of Keystone Partners
Who Matters?
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Women
© 2016 Camden Consulting Group A Division of Keystone Partners
Who Matters?
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Hard to Fill Skill Set
© 2016 Camden Consulting Group A Division of Keystone Partners
Who Matters?
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© 2016 Camden Consulting Group A Division of Keystone Partners
Who Matters?
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Newly Acquired Company
© 2016 Camden Consulting Group A Division of Keystone Partners
Jot Down Your Ideas
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© 2016 Camden Consulting Group A Division of Keystone Partners
A good day is when the staff have a good day. You
can see it if they are upbeat, if they are working well with the other groups and they are moving things
forward, getting things done. You can
see it in their step.
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© 2016 Camden Consulting Group A Division of Keystone Partners
Options for Discovery
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Focus Groups
Manager-Employee Conversations
Expert HR Consultant
Survey
© 2016 Camden Consulting Group A Division of Keystone Partners
Jot Down Your Ideas
Page 36
© 2016 Camden Consulting Group A Division of Keystone Partners
They’re starting to care what we think. We
haven’t had a focus group before. This is the first time I’ve ever done this
in 12 years.
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© 2016 Camden Consulting Group A Division of Keystone Partners
Questions and….Questionnaires
1. What is really different here that makes you proud to be an employee?
2. Is your manager effective? If so, what do they do that you value the most? If not, what do you wish they would do more of?
3. What do you like most or least about working here?
4. What might tempt you to leave?
5. What talents are not being used in your current role?
6. What would you like to learn here?
7. What motivates (or demotivates) you?
8. What can your manager do to best support you?
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A Sample
© 2016 Camden Consulting Group A Division of Keystone Partners
Stay Interview Process
I. DISCOVERY• Identify objectives
• Review existing employee and customer feedbacksatisfaction scores and key indicative metrics
• Design quantitative and qualitative tools for discovery; choose sample size and population to survey
• Conduct focus groups, interviews and surveys to gather input
• Analyze findings and report results
• Propose areas for focus and possible activities
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© 2016 Camden Consulting Group A Division of Keystone Partners
Stay Interview Process
II. INSIGHTS• Review findings and recommendations with key stakeholders
• Scan a condensed report of verbatim
• Discuss insights
• Assess organizational readiness for change
• Agree upon next steps based on findings andorganizational readiness for change
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© 2016 Camden Consulting Group A Division of Keystone Partners
I'm doing what I like to do which is most important; I
have a very supportive manager who listens to me at my most insane moments; we
keep being told that it's going to get better but
nothing changes…
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© 2016 Camden Consulting Group A Division of Keystone Partners
Stay Interview Process
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III. ACTION• Set priorities based on findings; leverage the good news and fix the issues
• Determine how to approach this phase including roles and responsibilities
• Decide who (internal or external resource) will facilitate the meetings
• Choose success measures
• Implement changes and measure results
© 2016 Camden Consulting Group A Division of Keystone Partners
Stay Interview Process
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IV. RESULTS• Continue to connect with employees to assess satisfaction and level of engagement
• Communicate progress and celebrate successes
• Offer workshops for all managers so they can periodically meet with their employees and query them to discover the talent reality
• Train internal HR staff in how to conduct focus groups and report findings via a readily available, easy to use tool
© 2016 Camden Consulting Group A Division of Keystone Partners
When they actually do all this stuff, and they listen and then follow
through it makes everyone feel better.
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© 2016 Camden Consulting Group A Division of Keystone Partners
Why Action Learning Teams?
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© 2016 Camden Consulting Group A Division of Keystone Partners
In Summary
Just Do It!But…..do what’s right for your organization……
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© 2016 Camden Consulting Group A Division of Keystone Partners
In Summary
Just Do It!But…..do what’s right for your organization……
who is your champion (senior leader)
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© 2016 Camden Consulting Group A Division of Keystone Partners
Jot Down Your Ideas
Page 48
© 2016 Camden Consulting Group A Division of Keystone Partners
In Summary
Just Do It!But…..do what’s right for your organization……
who is your champion (senior leader)who are your keepers (employees)
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© 2016 Camden Consulting Group A Division of Keystone Partners
In Summary
Just Do It!But…..do what’s right for your organization……
who is your champion (senior leader)who are your keepers (employees)what will you do now (insights lead to action)
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© 2016 Camden Consulting Group A Division of Keystone Partners
Jot Down Your Ideas
Page 51
© 2016 Camden Consulting Group A Division of Keystone Partners
In Summary
Just Do It!But…..do what’s right for your organization……
who is your champion (senior leader)who are your keepers (employees)what will you do now (insights lead to action)start with the absolute most compelling group (everyone will care-they already do!)
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© 2016 Camden Consulting Group A Division of Keystone Partners
HR keeps pushing the needle to keep employees satisfied-these interviews are a great case of the company not resting on its laurels-always trying to make
the employee experience better.
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© 2016 Camden Consulting Group A Division of Keystone Partners
In Summary
Just Do It!But…..do what’s right for your organization……
who is your champion (senior leader)who are your keepers (employees)what will you do now (insights lead to action)start with the absolute most compelling group (everyone will care-they already do!)
Remember: You can’t afford NOT to do this….NOW!
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© 2016 Camden Consulting Group A Division of Keystone Partners
Why Camden?
Industry-proven processes and practices – Achieving results with global clients through customized solutions to meet organizational needs.
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An expert team – Bringing real-world business experience to every engagement and a track record of successful leadership expertise in a range of industries.
Sustainable impact – Utilizing development tools and practices that continue to drive results long after the engagement has ended.
20-year track record delivering results-driven engagements in financial services, technology, life sciences, healthcare, higher education, professional services, and non-profits.
© 2016 Camden Consulting Group A Division of Keystone Partners
Contact Us
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ERIN PAPPODIRECTOR OF CLIENT SERVICESCAMDEN CONSULTING GROUP
EPAPPO@KEYSTONEPARTNERS.COM(617) 720-7370
PAMELA ZLOTACONSULTANT,
CAMDEN CONSULTING GROUP
PZLOTA@CAMDENCONSULTING.COM(617) 720-7370
Disclaimers
*This webinar is designed to provide accurate and authoritative information about the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional services. *This webinar provides general information only and does not constitute legal advice. No attorney-client relationship has been created. If legal advice or other expert assistance is required, the services of a competent professional should be sought. We recommend that you consult with qualified local counsel familiar with your specific situation before taking any action.
Erin Pappo leads the Client Services team that supports Camden’s consulting staff in the delivery of executive coaching, leadership development, training, team and organizational effectiveness solutions. She is also responsible for the development and management of Camden’s diverse team of consultants and for the matching of Camden’s consultants to the specific needs of its clients. Ms. Pappo has over 10 years’ experience in client services and account management, partnering with account managers, consultants and clients in project planning and the delivery of executive coaching and consulting services. Prior to joining Camden, she served as a project manager supporting the management and oversight of executive coaching programs for a range of large corporate and public sector organizations, and managed a global network of over 150 executive coaches.
Pamela Zlota has over 25 years of HR consulting experience, she has a reputation as a high energy, insightful business-minded professional.
Ms. Zlota began her career at Fidelity Investments where she held a number of HR positions including HR generalist, recruiter, trainer and OD consultant. She was instrumental in the development of all aspects of the Fidelity Investments’ TQM initiative including client satisfaction measurement,
Erin Pappo
Pamela Zlota
leadership training, process improvement team training and performance measurement systems. She continued her TQM consulting services at Computershare (formerly EquiServe) before her most recent positions at Brown Brothers Harriman, where she was hired to revamp their Global Training and Development team and went on to focus on talent management process design, senior leader meeting facilitation, talent assessments and executive coaching.
Ms. Zlota is adept at all phases of the HR consulting process including, the design, development and implementation of projects such as talent management processes, leadership pipeline initiatives, diversity efforts, transformational organizational changes, leadership development programs, team building and executive coaching.
© 2016 Camden Consulting Group A Division of Keystone Partners
StayInterviewPlanningTool
1. Stay Interview Objectives
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2. Drivers of Engagement (areas to ask questions)
___________________________________
___________________________________
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3. Demographic Groups to Include
___________________________________
___________________________________
4. Methods to use to Collect Data (quantitative and qualitative)
___________________________________
___________________________________
5. Key Stakeholders and Possible Stay Interview Program Champions
______________________________
______________________________
6. What am I Going to Do Now
______________________________
______________________________
Pamela R Zlota
Camden Consulting Group
PZLOTA@CAMDENCONSULTING.COM617-720-7370
NOTES