Managing Employee Development

1. Managing Employee Development Jamie DesJardins Director of Operations Time Communications Lisa Phillips Director of Quality and Education Appletree Answering Service NAEO 2011

2. Eye Opening Statistics • 29% of employees are actively engaged in their jobs 54% are not engaged • 17% are actively disengaged How do you get an engaged employee who is developing themselves and your business?

3. FIVEkey leadership principles

4. Find the right people • Develop detailed questions for interviewing • Hire tough and don’t sugar coat • Make sure that they will fit with your team as well as for the position • Incorporate front line employees in the hiring process

5. Figure out who they are • You can not lead people if you don’t know their style, who they are, and what motivates them. • How to reward them • Understand their learning style and remember that everyone learns at different paces • What communication style to use – how to talk to each employee

6. Frequent performance measurements • Put key metrics into place to measure their job performance • Make sure they fully understand the metrics • Set timelines to meet goals • Follow through with rewards or consequences for not meeting goals • If they are not meeting the performance metrics, understand why. Are they in the correct position?

7. Favoritism; Don’t be afraid of it • Reward based on the individual • Most employees truly do not want to be treated just like the next person • Celebrate the good behaviors publically and loudly • Spend the bulk of your time with your best people • Employees will begin to appreciate that you treat everyone differently

8. Focus on strengths • Understand your employee’s weaknesses versus strengths • Don’t continually try to improve someone’s weaknesses, but instead find a role that uses their strengths • Encourage mentoring based upon strengths to create a highly productive and satisfied employee

9. Focus on five key leadership principles • Find the right people • Figure out who they are • Frequent performance measurements • Favoritism; don’t be afraid of it • Focus on strengths

10. Books Suggested Reading First Break All the Rules - Marcus Buckingham Now Discover Your Strengths Multipliers – Liz Wiseman

11. Questions?

12. Thank you!