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Employee Satisfaction is not Employee Engagement Charles Rogel, MBA Dir. Business Development DecisionWise Paul Warner, PhD Dir. Consulting Services DecisionWise

Employee Satisfaction is not Employee Engagement

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Many companies struggle to operate in an environment that promotes satisfaction while some companies thrive from a culture of employee engagement.

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Page 1: 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

Page 2: Employee Satisfaction is not Employee Engagement

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

Page 3: Employee Satisfaction is not Employee Engagement

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

Page 4: Employee Satisfaction is not Employee Engagement

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

Page 5: Employee Satisfaction is not Employee Engagement

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

Page 6: Employee Satisfaction is not Employee Engagement

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.

Page 7: Employee Satisfaction is not Employee Engagement

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

Page 8: Employee Satisfaction is not Employee Engagement

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

Page 9: Employee Satisfaction is not Employee Engagement

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

Page 10: Employee Satisfaction is not Employee Engagement

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

Page 11: Employee Satisfaction is not Employee Engagement

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

Page 12: Employee Satisfaction is not Employee Engagement

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

Page 13: Employee Satisfaction is not Employee Engagement

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

Page 14: Employee Satisfaction is not 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

Page 15: Employee Satisfaction is not 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.

Page 16: Employee Satisfaction is not Employee Engagement

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

Paul Warner

Director of Consulting Services

[email protected]

Charles Rogel

Director of Business Development

[email protected]

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