Transcript EMPLOYEE SATISFACTION How do we keep the good ones?

EMPLOYEE SATISFACTION
How do we keep the good ones?
Marilynn Allemann, LCSW, CPC
Masters Executive Coaching
“Employee satisfaction is a highly reliable
barometer as to how family members of
residents rate the quality of care in nursing
homes.”
Organizational Predictors of Family Satisfaction in Nursing Facilities,
Leslie, A. Grant, PhD.
“Providers can improve performance and
family satisfaction by focusing on
employees.”
Employee Satisfaction Means an Efficient Health Care Facility,
Dr. Bidhan Das, Jyote Gupta and Prema Tomar
Key Elements of Employee
Satisfaction
Strong Leadership/Supervision
 Responsive Management
 Quality Work Environment
 Effective Communication
 Appreciation/Acknowledgment

Strong Leadership/Supervision
Strong leadership and supervision is
critical - At all levels!
 Without strong leadership and a culture
of quality performance, improvement is
not sustainable
 Engage and inspire the employee.
 Encourage feelings of appreciation and
value for employees’ achievement and
efforts

Strong Leadership/Supervision – Cont.




Modeling respect
Establishing a working relationship
with immediate reports
Building partnerships through
involvement and participation
Keeping employees informed and
making them a part of the decision
making process whenever possible
Responsive Management
The quality of supervision an employee
receives is critical to employee
retention!





Be visible
Exhibit fairness in employee treatment,
compensation, benefits and advancement
Understanding employee’s job duties, both
defined and actual
Clarify job expectations, daily, weekly and
ongoing
Take time to meet with new employees, learn
about their talents, abilities, skills, expectations
and career goals
Responsive Management – Cont.

Meet with each employee periodically

Provide ongoing support and direction


Provide regular and timely feedback from
both manager and employee
Provide feedback that is constructive, nonthreatening and factual with defined
expected results
Quality Work Environment






Organizational climate and culture of fairness
Adequate resources to perform job duties
(training, equipment, supplies, etc.)
Adequate environmental design, physical
surroundings and workplace safety
Clinical systems, guidelines, standard operating
procedures
Information technology systems and support
HR support, staffing levels, working conditions,
personnel issues, conflict resolution assistance
Effective Communication
Verbal and Written



Effective communication mobilizes and
energizes
Choose verbal or written communication
as appropriate
Written communications need to be
professional, accurate, fact-based, and
non judgmental
Effective Communication
Verbal and Written – Cont.


Choose verbal communication
whenever possible, with written
follow-up as necessary
Verbal communication involves
listening, observation and dialogue

Expect to be misunderstood

Use “I” rather than “you” messages
Effective Communication
Verbal and Written – Cont.
ACTIVE LISTENING:
Helps to improve relationships,
makes people feel understood,
and cared about.
Effective Communication
Verbal and Written – Cont.








Suspend doing other things or tasks
Make eye contact
Be sincerely interested in what person is talking
about
Do not interrupt
Do not formulate your answers while person is
talking
Restate what you hear the person say
Ask clarification questions when necessary
State your views only after you have “actively”
listened
Sincere Appreciation/Acknowledgment
There is a basic human
need for belonging,
achievement, recognition
and appreciation.
Sincere Appreciation/Acknowledgment








Well-chosen, well-timed sincere words of praise
A thank you goes a long way!
Notes, cards, letters, awards, trophies, gift
cards
Company outings, celebrations
Employee recognition programs, employee of
the month, etc.
Professional Development opportunities such as
training programs, workshops
Promotion/advancement
Time off, salary increase, bonus
Key Elements of Employee Satisfaction
Strong Leadership and
Supervision
Sincere Appreciation and
Acknowledgement
Effective
Communication
Responsive
Management
Quality Work
Environment
Employee Satisfaction
The key to successful leadership
today is influence, not authority!
Remember, your success as a leader
will be reflected in the satisfaction
of your employees and in
the success of your organization!