Employee Engagement
• What if customer service call center took only 1/3 of all calls
received daily?
Engaged Employees:
They:
• Have strong reservations about the jobs they are asked to do and as a result approach
them halfheartedly
They:
• Are unhappy at work and act out their unhappiness
• Spread discontent
A (S + K) G + PBC = IR
v
b
Key:
• A = Attitude
• S = Skill
• K = Knowledge
• G = Goals
• PBC = Positive Behavior Change
• IR = Improved Results
• V = Values
• B = Beliefs
• In the last seven days, have I received recognition or praise for good work. 2.3 3 6 10 19 16
• In the last six months, I have talked with someone about my progress. 2.9 8 10 14 15 7