Employee Engagement: Every Leader's Imperative (Meghan M. Biro)

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. 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. Read on...



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