Onboarding Success and Engagement - CUNA · PDF file•Ignoring the needs of mid- &...

Onboarding Success and Engagement

Deborah Jeffries, PHR, CPCVice President

HR Answers, Inc.djeffries@hranswers.com

www.hranswers.com

Today’s Agenda

• What and Why Onboarding

• Pitfalls to Avoid

• The Cost of Bad Onboarding

• The Generational Imperative

• The Critical Steps of Onboarding

• Ideas…

• Q & A’s

What Is Onboarding?

Onboarding is the

process of introducing and welcoming a new employee

to the organization and giving them the best start

possible!

Let’s Agree…

Every Organization has an

Onboarding Process

It will happen with you

or without you!

Everyone has a Horror Story

Questions:

1.“You have only one opportunity to make a first impression;” what impression does your organization make on a new employee?

2. How would you describe the quality and effectiveness of your organization’s orientation?

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Most Frequent Orientation Program Complaints

• They are Boring

• They are Overwhelming

• Employees are Left to Sink or Swim

Pitfalls To Avoid

• Not having a clean & ready workstation

• Cramming 20/hrs of info into 4 dull hours of orientation

• Starting a new hire when their supervisor is absent

• Ignoring the needs of mid- & senior-level employees

• Failing to address generational needs & differences

• Relying on org charts to explain lines of communication

• Assuming a new hire can’t be productive from the start

• Running a disorganized program

• Adopting a “Sink Or Swim” approach because it worked for you!

• Others….

Key Benefits of OnBoarding

To reduce start up costs

To reduce anxiety

To reduce employee turnover

To reduce supervisor training time

To develop realistic job expectations

Onboarding: Communicates the Next Step

• Our Expectations

• Our Process

• Our Communication

• The Million Dollar Question

• And Continues Engagement

Steps to Successful OnBoarding

• Make them feel welcome!

• Explain culture, vision, values, mission, and goals

• Reinforce their decision to join the organization

• Introduce policies and procedures

• Give them the tools they need to succeed

• Teach safety and job skills

Benefits to New Employee

• Affirming they joined the right organization

• Reduce anxiety

• Improved communication

• Appreciation of benefits available only to employees

• To develop realistic job expectations, positive attitudes, and job satisfaction – what I need to know to be successful here

The Cost Of Bad Onboarding

• Increased turnover

• Diminished productivity

• Poor communication

• Loss of time for supervisor and co-workers

• Reduced engagement

• Loss of respect for management & Credit Union

• Degradation of Credit Union brand

Some Statistics

• 90% of organizations believe employees make a decision to stay within the first 6 months

• Employees who attend structured programs are 69% more likely to remain after 3 years

• Organizations with structured programs enjoy:

– 60% yr-over-yr improvement in revenue/FTE

– 63% yr-over-yr improvement in customer satisfaction

The Generational Imperative

For Consideration…Generations At Work

Designing Your Program

Focus On The Experience

• What is the new hire’s takeaway?– Emotional– Perceptual

• Does your process:– Make it easy/difficult to get the information they

need?– Help/hinder their path to high performance?– Increase/reduce time to productivity?– Ensure/sabotage their success?

Classify Entrants

• By Level of Position• By Department• By Generation• Indentify Competencies for Each Level

– Individual Contributor– Managerial– Executive– Organizational– Technical– Departmental

Three Stages of Orientation

• Overview or General Orientation

• Departmental Orientation

• Job-Specific Orientation

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Identify Resources NeededAt Each Level

• Employment Information

• Facilities & Equipment

• Performance Appraisal Process

• Communication Technology

• Technical Information & Tools

• Training & Development

• Organizational Culture

• Key Contacts/Relationships

Onboarding Content Areas

• Organization

• Compensation

• Benefits

• Attendance

• Leave & Holidays

• Health & Safety

• Security

• Transportation

• Internal Communication

• Personal Comfort

• Performance

OnBoarding Checklist

What really needs to be covered:

Six Months

Four Months

Three Months

One Month

Two Weeks

Identify Key Phases & Activities of the Onboarding Process

Define & Track Success

Defining Success

• Retention rates

• Employee engagement

• Time to productivity

• Quality

• Customer satisfaction

• Revenue/employee

Onboarding

Surveys/Interviews

• First week

• First 3 months

• First year

Send to Employees Before the First Day…

Offer Letter

Employee Handbook

Credit Union Mission/Values

Dress Code Information

Job Description

Organizational Chart

Other

Before the First Day… Send welcome letter

Prepare work area

Assemble materials

Order business cards

Arrange for computer & phone

Select a “buddy”

Coordinate meaningful work assignment

Homework: Take Back…and Ask…

What can you personally do (as the Supervisor, as the Lead) to welcome or ensure the

transition from HR’s orientation and Onboarding to a Department

Orientation/Onboarding?

Be specific in your ideas, thoughts, steps, activities, etc.

Supplemental Materials

Let me know if you would like additional items:

Sample CU Offer Letter (s)(with attachments)

Pre-Onboarding ChecklistSample CU Onboarding/Orientation Schedule

Department OrientationNew Employee Orientation Evaluation

Typical New Employee QuestionsWhat is this new job really about?

How is this job like/unlike my last job?

Will I be happy in this new job?

Will I fit in? Will I be welcome?

What do I have to do first?

Who will tell me my priorities?

What are the “unwritten rules”?

How and when do I get paid?

What do I need to know to becomeproductive?

When will I get to do some real work?

How do I relate to my co-workers?

Will my office/work area be prepared for me when I arrive?

What am I going to do for lunch? Will I be alone?

New Employee Questions, cont.Who are these other people and

what do they do?

Who do I go to for answers to problems?

What are the likely barriers in trying to get the job done?

Who knows the right answers when info is conflicting?

How will I remember all this new

information?

How does the phone work? How are messages handled?

Where’s the rest room, lunchroom, break room, coat closet, copier?

How should I dress?

Is there a casual-dress day?

What resources are available when I need help or more information?

What are the immediate priorities for the first day, first week, etc.?

Thank You!

Please share your experiences with me!

djeffries@hranswers.com