Employee Retention: Keeping Employees Happy Where They Are Linda Brown, Director of H.R., Denver Rescue Mission

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1 Employee Retention: Keeping Employees Happy Where They Are Linda Brown, Director of H.R., Denver Rescue Mission What do the experts say? 4 in 10 workers will leave unsatisfied Employees need to be developed Need strategies to retain best workers Contrary to belief, pay is not the reason most employees leave What Do Employees Want From Their Jobs? Employee Retention Headquarters Survey: Flexible work schedule Good working conditions Personal loyalty to workers Promotion/Growth opportunities Interesting work Appreciation for work done Good wages Hire for Retention Examine current practices to determine which of them work and which ones don't. Be creative and don't be afraid to experiment remember, necessity is the mother of invention. Focusing on only one new technique maximizes the potential for success. A Bad Hire is Your Worst Mistake! Cannot build an organization if the door is revolving It takes time & hard work to find good employees you'll want to retain Create successful hiring practices Hire the best hire for commitment! Look for Commitment "In a breakfast of bacon and eggs, the chicken is involved, but the pig is committed" Unknown Positive Effort = Desired Results "If we don't put effort toward creating what we want, we have to put effort toward coping with what we get" - Unknown Best Hiring Practices Good skills are important good character is imperative! Phone screen/interview first Interview candidate multiple times involve others in the process Tour facility introduce staff Ask probing questions really listen! Quote by Brian Williams Detroit Pistons "Since light travels faster than sound, some people appear to be bright until you hear them speak" 1

2 Top 10 Tips for Retention: Pay employees fairly then get them to forget about more money Treat every employee with respect Praise & reward accomplishments Communicate clearly and regularly Recognize good performance; do not tolerate poor performance Top 10 Tips Encourage initiative by soliciting their ideas and opinions Create opportunities for learning and growing Actively listen to their concerns Share information promptly/clearly Celebrate successes make it fun! How do we keep them? Ideas for Retention: Motivation Performance Reviews Training Leadership Communication Conflict Resolution Camaraderie Rewards How do you motivate your employees? Try asking them - "What can we do to keep you here?" - "What are some things you want to learn?" - "What kind of work would best suit your needs and interests? Motivation: Ask what could be added that would challenge, satisfy, and stimulate job satisfaction Asking makes employees feel valued If it's reasonable, find a way! - Flexible work schedule - Telecommuting - Compressed work week Motivation Test #1 Remember a time when you felt energized, fulfilled, & inventive about your job. What was the cause? Motivation Test #2 Remember a time when you felt frustrated, bored, dispirited about your job. What was the cause? 2

3 Performance Reviews for Retention A Waste of Time? - Too formal - Too infrequent - Too busy to make a difference - Too little discussion & follow-up Managers feel sense of obligation - Raises depend on results Right Attitude About Performance Reviews: Helps employee improve performance Greater frequency - better job results No surprises employee is aware Ongoing process weekly/monthly Establishes goals/expectations Positive feedback praise is good! Right attitude less stress for all Performance Review Discussion Are consistently high performance review ratings a good idea? Does abundant grace towards poor performers change their behavior? What causes poor, ingrained work habits? What are advantages of more frequent performance reviews? Benefits of Training Helps employees gain valuable skills Knowledge saves time, money and headaches Shows employees you care Enhances value to teams Improves communication skills Leadership Value: "The quality of leadership, more than any other single factor, determines the success or failure of an organization" - Fred Fiedler Poor Leadership Results In: Lack of commitment from employees Failure to achieve organizational goals Failure to develop rapport Breeds insecurity and mistrust Promotes high employee turnover Good Leadership Results In: Creating a "workplace friendly" environment Bringing out the best in people Promoting employee loyalty Sending the message "we care" Workers feeling valued Great retention statistics! 3

4 Good Communication - Listening: People feel acknowledged when their comments/suggestions are validated Develops stronger personal relationships Enhances productivity and long term commitment Assures everyone is working toward the same goals Listening Exercise Pair with a partner. For 1 minute, describe a recent event at work that triggered an emotion in you. Try not to convey the emotion that you experienced. Partner identifies what emotion you experienced by using a specific feeling word (e.g. angry, guilty, happy, etc). Switch roles. Showing Empathy Take the emotional event your partner revealed and identify two behaviors that could have been demonstrated in that situation which would have shown empathy. Switch roles and repeat. Communication Breakdowns Many times, listener hears what s/he wanted to hear, not what was said. Speaker and listener have different perceptions. Listener evaluates speaker instead of listening. Words mean different things to different people. Non-verbal messages are ignored Benefits of Good Communication Communication takes effort but effort well spent A more pleasant, more productive work setting Ideas are openly shared employees feel valued Relationships are characterized by trust Unresolved Conflicts Drive People Away Make sure expectations are clear Be bold about approaching issues or circumstances that are unpleasant The key to resolution is to determine the first emotion anger is the second emotion Be neutral allow employees to find a solution whenever possible Work through a situation until there is resolve collaboration; not compromise Avoiding the Conflict When the goal is not important and the relationship is of little importance, use avoidance. "It is one of the most beautiful compensations of this life that no man can sincerely try to help another without helping himself" - Emerson 4

5 When Employees Announce They're Leaving "What can we do to make you stay?" Negotiate a compromise Exit interviews learn all you can! Prevent future turnover Address issues Discuss with current employees Ask long term employees what keeps them there Build Camaraderie Take employees out to lunch Plan a department retreat Take employees to a baseball game Have an ice cream social Take time to know employees personally Celebrate birthdays What Gets Rewarded Gets Repeated Give out rewards for job well done - $25 gift certificates - Day or 1/2 day off with pay - Employee of the Quarter award - Simple thank you card Ways to Reward Employees by Bob Nelson 5