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CHANGE MANAGEMENT:HOW HR CAN HELP REBUILD MORALE IN
TROUBLED TIMES
Presented by Sonya Weiland, PHR
Your Partner in HR
WeilandWorks Consulting, LLC
WeilandWorks Consulting, LLC
Sonya L. Weiland, PHR
13500 Pearl Road Suite 139-306
Strongsville, Ohio 44136
440.227.4930
www.weilandworks.com
Objectives:Assess the climate in the workplaceDiscover ways to improve Morale and lower Turnover
Communicate Coach Train Provide Recognition
Building Morale
Why Now?
Economic Challenges in 2008 & 2009
Created Change in 2009 & 2010
“How soon 'not now' becomes 'never'.”
~Martin Luther
Statistics…
The Conference Board recently released a survey of 5,000 U.S. households showing that only 45% of Americans are satisfied with their jobs.
More…
The “Herman Trend Alert: 2010 Workforce/Workplace Forecast,” reports:
“54 percent of today’s employees are ready to jump, as soon as the economy improves.”
And more statistics…
Do you plan to pursue new job opportunities as the economy improves in 2010? 60.40% - Yes, I intend to leave 20.80% - Maybe, so I’m networking 5.53% - Not likely, but I’ve updated my resume 13.27% - No, I intend to stay
Source: Right Management online poll of 904 employees conducted in October 2009.
Companies are getting concerned
Seven in 10 (70 percent) companies expressed concern about the ability to attract "top talent," while three in 10 (29 percent) fear they will lose top talent this year, according to a BusinessWeek article on a survey of 1,800 companies. (March 2010)
CHANGE HAPPENS? Now what?The employer says… Change is good. Change is unavoidable. Change is needed.
The employee says… I hate change. I fear change. I am not part of the change.
What has change done?
Nineteen percent of employees “rarely” trust their managers to make the best decisions.
As many as 57% say they “occasionally” trust their managers.
Right Management analyzed responses from more than 4,000 individuals throughout North America via an online poll conducted in partnership
with LinkedIn®.
So how can HR rebuild Morale?
How can I help?What do we need?
Start by assessing climate and needs:
•How bad is morale?
•What is the lunchroom conversation?
•Are you part of the conversation?
•Or the subject of the conversation?
Simple Employee Surveys or Assessment Tests can help…
IF you read them AND react.
What is important to employees?Employees said: Job security (63%) Benefits (60%) Opportunities to use their
skills and abilities (56%) (tie) The satisfaction level of
the work itself/The company’s financial stability (54%), and
Compensation (53%).
* SHRM survey results shared at the National Conference, San Diego, June 2010
The HR pros said: The relationship with the
employee’s supervisor (72%) Job security (69%) Communication between
employees and senior management (65%)
The company’s financial stability (64%), and
Opportunities to use their skills and abilities (62%).
How do I find out?
Sample or 100% Census?
Generalizable to the Whole?
Anecdotal Or Numeric?
Structured or New Information Possible?
Confidential? Allows for In-Depth Study of Issues?
“Ambush” Survey
Sample (small) No Anecdotal New Information limited by “Fear Factor”
No No
Casual Chat Sample (small) No Anecdotal New information, but limited
No No
Group/Team Meeting
Sample (very limited) No Anecdotal New information, but limited
No Yes, can do over time
Self Directed Group
Sample (very limited) No Anecdotal New information, but limited
No Yes, can do over time
Focus Group Sample (usually limited)
Limited Anecdotal New information, but limited
No Yes, but limited by time
Employee Opinion Survey
Typically 100% Census
Yes Both Both Yes Yes
Methods of Gathering Morale and Engagement Information **
** Table above excerpted from Employee Morale: Driving Performance in Challenging Times by David Bowles and Cary Cooper.
Building Morale that Sticks
Identifying needs and ideas is a great starting point, but how do we make positive change and sustain it?
Four key components:
1. Communication
2. Coaching
3. Training
4. Recognition
Getting support from the top and ‘buy-in’ at every level is essential.
1. Communication
How we communicate can be as important as what we communicate.
•Spoken: There are two components to spoken communication.
Verbal: This is what you are saying.
Paraverbal: This means how you say it – your tone, speed, pitch, and volume.
•Non-Verbal: These are the gestures and body language that accompany your words. Some examples: arms folded across your chest, tracing circles in the air, tapping your feet, or having a hunched-over posture.
•Written: Communication can also take place via fax, e-mail, or written word when appropriate.
•Listening: Don’t forget the most important part of communication!
Communication that makes a difference
Formal•Morning Meetings•Newsletters/Intranet•One on Ones•Establish and Conduct Employee Feedback Meetings •Monthly/Quarterly Updates•Annual/Bi-annual Reviews•State of the Business Address•Develop and Communicate “FAQs”…
Informal•Greet everyone you pass with a smile and their name •Every day, find someone doing something well and tell the person•Earn respect by rolling up your sleeves and ‘doing’•Lead by example•Have lunch with different groups•Send a Thank You•Tell their boss
2. Coaching/Mentoring
How do I start? Formal? Informal?
Start with a good plan and foundation:•Management Planning and Buy-in Meeting•Staff Kick Off Meeting•Principles of being a Coach/Mentor•Coaching Tools and Training•Coaching Agreement
Anyone can be a coach and anyone can be coached, if they have the desire.
Goals
Goals for the Coach/Mentoring ProgramEngages staff members in an environment that promotes excellence, leadership development, and career exploration. The program supports continuous growth and development, the transfer of knowledge, and the building of capability in both protégés and mentors.
Who is a Coach/Mentor?
Qualities of a Good Coach/Mentor Accessibility Communication and Trust Independence and Leadership
Benefits for the Coach/Mentor Satisfaction in assisting in the development of a colleague Ideas for and feedback about the mentor’s own work Retention of excellent colleagues Enhancement of department quality
Don’t forget Training of the Coach/Mentor is essential.
Motivators and Needs
Herzberg’s Maslow’s
3. Training
Training only improves morale if it is engaging, informative, well presented and well received.
Forget the mandatory Team Building that no one wants! Now is not the time to fake it.
“I hated every minute of training, but I said, ''Don't quit. Suffer now and live the rest of your life as a champion.''”
-Muhammad Ali
Training
HR Driven
Skills, Harassment, Safety…What else…
Team BuildingCommunicationConflict ResolutionGoal SettingTime ManagementCross TrainingLeadership Development
Who can train outside HR?
ANYONE who has the desire, ability and training.
Microsoft tipsWriting good emailMeeting facilitationProcess and ProceduresOrganization Cross TrainingLeadership Development
4. Recognition
“I’d like to have a pay raise because I’m doing the work of two employees and haven’t had a pay raise
in two years.”
It’s safe to say that everyone believes they deserve a pay raise; especially those who are still employed.
HR’s Role
•Design, Implement and Track great programs
•Train managers and discuss goals
•Review programs for success and revise plan if needed
•Provide coaching and feedback throughout program
Recognition
Formal does not mean expensive•“Hats Off to You”•“You Rock”•Flexible Schedules•Negotiate area discounts or swaps•Give the Gift of Breathing Room•Lunch with the CEO•Non-traditional Employee of the Month•Formal Recognition at Meetings
Recognition
Real Right on Time Regular
Most people just like to be recognized…
A simple smile and hello can make their day.
Know their name.
Thank them!
“The two things that most people want more than sex and money are recognition
and praise.”
Mary Kay Ash
Sustaining Long Term Change
Poor
Planning
Leads to
Poor
Results…
Encourage a work environment of respect, communication and recognition.
Create a plan that includes all elements:
Communication
Coaching
Training
Recognition
Start at the top to get support; make a factual, strategic suggestion and prove how it can effect the total organization.
Does improved morale lower turnover?
Statistics show that an engaged workforce is a more loyal workforce. Thus reduced turnover.
What does lead to high morale is an intrinsically rewarding work experience:
•where employees feel respected, valued, and appreciated;
•where employees get to be players and not just hired hands,
•where they get to make a difference.
With such a work experience, employees don’t need to be bribed, they don’t have to be plied with goodies to make them want to come to work and do their best… and ultimately stay.
10 Recommendations for Retention1. Treat Employees like Partners2. Communicate objectives and expectations3. Focus on managing performance, not
controlling people4. Empower your employees, trust their judgment5. Take time to recognize the human needs6. Invest in your employees and their development7. Place a premium on employee involvement8. Celebrate mistakes9. Keep it Fun!10. Have a Reward System in place
Your turn…What has worked…What has not…
Feedback…
WeilandWorks Consulting, LLCSonya L. Weiland, PHR13500 Pearl Road Suite 139-306Strongsville, Ohio 44136
www.weilandworks.com
WeilandWorks, Your Partner in HR
