Employee Satisfaction is not Employee Engagement

Employee Satisfaction is not

Employee Engagement

Charles Rogel, MBA

Dir. Business Development

DecisionWise

Paul Warner, PhD Dir. Consulting Services

DecisionWise

2 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

Clients

Employee Engagement

Leadership Coaching

360-Degree Feedback

Talent Assessment

Awareness | Action | Accountability

About DecisionWise

3 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

Transition from Satisfaction to

Engagement

1935: Dr. Robert

Hoppock publishes

book titled “Job

Satisfaction”

1967: Rensis Likert

created taxonomy of

management styles

which underscored the

importance of employee

attitudes

1970-80s:

Organizational

Development

becomes an

established discipline

in HR and academic

arenas

1980s: Employee opinion

surveys began to used in

most organizations

2000: Employee

Engagement

popularized

1968: Beginning of the

Human Potential

Movement. Abraham

Maslow develops

Hierarchy of needs

4 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

Focus: Employee Morale

Provides General Feedback

Facilitates Communication

Driven by Human Resources

Executive-Level Action Plans

Satisfaction Surveys

Focus: Cultural Alignment

Provides Targeted Feedback

Facilitates Cultural Change

Driven by Change Leadership

Executive-Level Decisions

Climate Surveys

Focus: Employee Performance

Provides Actionable Feedback

Facilitates Engagement

Driven by Line Managers

Manager-Level Action Plans

Engagement Surveys

Types of Employee Surveys

5 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

Major Differences

Who Owns It?

How is it

Measured?

Exchange Type?

Satisfaction

Company

Commitment to

Stay

Transactional

Engagement

Company and

Employee

Discretionary Effort

Transformational

6 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

States

Think…

Feel…

Act…

Satisfaction

Working for the

weekend.

I like my job. It’s

a job.

Do a good job.

Do enough to

keep the boss

off my back.

Engagement

Look forward to

work.

Love my job.

Strive for excellence.

7 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

How People Think

Satisfaction

Thoughts surround the

fulfillment of the

employment contract (Want-Have) x Importance

Engagement

Thoughts surround

the best interest of

self, team, and

organization

8 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

How People Feel

Satisfaction

Feeling of

contentment with

current employment

arrangement

Engagement

Feeling of

excitement,

commitment,

enthusiasm and

energy

9 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

How People Act

Satisfaction

Meet employment

requirements; react

to external

motivation

Engagement

Go above and

beyond job

expectations; take

appropriate risks;

driven by intrinsic

motivation

10 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

Outcomes

A Satisfied Workforce…

Meets expectations

Does good work

Maintains status quo

Doesn’t rock the boat

An Engaged Workforce…

Exceeds expectations

Does excellent work

Challenges the status quo

Mixes things up

11 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

Drivers

Job

Characteristics

Team Dynamics

Leader-Member

Exchange

Organizational

Culture

Satisfaction Tools and resources;

information; clear job

responsibilities

Respectful and fair

treatment within team;

support from team;

information sharing

Sets clear expectations

and performance

standards; provides

information; openness to

ideas and feedback

Fair pay, policies, and

procedures; safety

Engagement Task variety and

challenge; job alignment

to talents, abilities and

interests

Clear team goals; clear

team member roles;

interdependence;

cohesion and

collaboration

Creates compelling

goals; inspires

innovation; imbues

autonomy; coaches and

supports

Compelling vision and

mission; espoused and

followed corporate

values

12 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

Cultural Indicators

Satisfaction Culture

Lots of Policies and

Procedures

Top-heavy management

Employees are cheap

drones

Limited employee and

customer loyalty

Slow revenue growth

Engagement Culture

Mission drives decision-

making

Flat or matrix

Employees most

valuable asset

Employee and customer

champions

Exponential growth

13 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

Case Study 1:

Manufacturing Organization

Caring

Voice

Compensation and Benefits

Organization/

Senior

Managers

Culture:

Leaders and

Employees

Employee

Satisfaction

Employee

Engagement

14 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

Case Study 2:

Healthcare Organization

Making a Difference

Recognition

Tools and Resources

Organization

Structure/

Senior

Managers

Culture:

Leaders and

Employees

Employee

Satisfaction

Employee

Engagement

15 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

Bottom Line

1. Satisfaction factors are the

foundation of an engaged culture

(price of admission).

2. Most companies approach

engagement from a satisfaction

perspective.

3. Engagement occurs when higher-

level human needs are met.

16 ©DecisionWise, Inc. 2013 All Rights Reserved | www.decision-wise.com | 1.800.830.8086

Paul Warner

Director of Consulting Services

pwarner@decision-wise.com

Charles Rogel

Director of Business Development

crogel@decision-wise.com

Phone: 1.801.960.1400

Toll Free: 1.800.830.8086

www.decision-wise.com

www.decision-wise.com/blog

LinkedIn: DecisionWise

Twitter: DecisionWise

Employee Engagement

360-Degree Feedback

Leadership Coaching

Organization Change