ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel
  • »
  • Business and Employment»
  • Human Resources (HR)

How Clearly Defining Expectations Creates Employee Engagement

Updated on January 25, 2013
Source

First in a Series Based on the Gallup Q12

This hub is the first of a twelve-part series based the Gallup Q12. In case you're not familiar with it, the Gallup Q12 measures employee engagement. Based on feedback from 1.5 million participants, researchers discovered twelve key expectations that employees need in order to feel engaged at work. According to Gallup, "engagement scores reveal that those with high Q12 scores exhibit lower turnover, higher sales growth, better productivity, better customer loyalty and other manifestations of superior performance.” (1)

This hub explores question number one of the Gallup Q12: "Do you know what is expected of you at work?”

Ellen Ryder Griffin, Executive Director, Hesser College was in charge of her company’s training department. Because she was left to her own devices, she often questioned whether her efforts were noticed by top management. Her question was finally answered when she was called into an executive meeting and was told that the organization was launching a brand new service model. They invited her to be in charge of their new training program, and sent her to a three-day program on providing Exceptional Service. Griffin says, “I learned more in that program than in all the workshops and seminars I had ever attended, and was able to help launch an incredible service model that is in use to this day. My employer invested in me, and it made all the difference.”

Why did this work? Griffin’s employer not only invested in her by sending her to training, they also allowed her to use her skills, knowledge and talents in a new way. When management set high expectations for her, they boosted her confidence level. This new role also gave her the opportunity to take on more responsibility and in so doing created a win/win situation - the company gained a more versatile employee as well as a a successful new service model for the company, and Griffin became more confident in what she was doing when she realized that her work was noticed and appreciated.

Author, speaker and journalist, Caitlin Kelly (www. caitlinkelly.com) began her career as a reporter for a national daily paper. Being in such a tough and competitive environment, Kelly felt that making the front page was a goal similar to climbing Everest. One of her articles made it to the front page, the pinnacle of her professional pursuits. She received a one-word, hand-written note from her managing editor that simply said, ‘Magnificent.’ Although this happened decades ago, Kelly shares, “It made me feel deeply grateful that I could cut it at that level and that someone with such high standards liked my work. I was lucky that he was emotionally generous enough to share that praise with me. I still have that note and treasure it. Praise is very rare in my business.” (2)

Why did this work? The key point in this story is that an event that happened decades ago was still having such a profound impact. The transformational moment in Kelly’s career happened with a single word, ‘magnificent’. Although it is expected in the publishing world for reporters to give their very best effort on each article, it’s important to acknowledge that these efforts are being done by people who thrive on encouragement from their superiors. It's critical to catch your staff doing things right and to recognize them with sincere words of praise.

When employees have a clear understanding of what is expected from them at work, they are given the opportunity to meet AND exceed those expectations. Investing in training and providing accurate job descriptions, are key components to meeting and exceeding expectations in the organization. When you let your employees do what they do well, and take the time to give them honest and sincere praise for their efforts, you will have a more productive, happy and engaged staff.

(1) http://www.artsusa.org/pdf/events/2005/conv/gallup_q12.pdf

(2) What roadblocks keep you from recognizing and appreciating .., http://www.linkedin.com/answers/professional-development/career-management/PRO_C
MA/1047082-26269848 (accessed January 20, 2013).

Comments

    0 of 8192 characters used
    Post Comment

    No comments yet.

    working

    This website uses cookies

    As a user in the EEA, your approval is needed on a few things. To provide a better website experience, hubpages.com uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

    For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at: "https://hubpages.com/privacy-policy#gdpr"

    Show Details
    Necessary
    HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
    LoginThis is necessary to sign in to the HubPages Service.
    Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
    AkismetThis is used to detect comment spam. (Privacy Policy)
    HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
    HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
    Amazon Web ServicesThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized. (Privacy Policy)
    CloudflareThis is used to quickly and efficiently deliver files such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
    Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the googleapis.com or gstatic.com domains, for performance and efficiency reasons. (Privacy Policy)
    Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
    PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
    Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
    Features
    Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
    Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
    Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
    Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
    VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
    MavenThis supports the Maven widget and search functionality. (Privacy Policy)
    Marketing
    Google AdSenseThis is an ad network. (Privacy Policy)
    Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
    Index ExchangeThis is an ad network. (Privacy Policy)
    SovrnThis is an ad network. (Privacy Policy)
    Facebook AdsThis is an ad network. (Privacy Policy)
    Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
    AppNexusThis is an ad network. (Privacy Policy)
    OpenxThis is an ad network. (Privacy Policy)
    Rubicon ProjectThis is an ad network. (Privacy Policy)
    TripleLiftThis is an ad network. (Privacy Policy)
    Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
    Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
    Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisements has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
    Statistics
    Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
    ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
    Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)