1. Be considerate of others’ time; be on time for meetings
2. Actively listen; look people in the eye
3. Keep your promises; take responsibility when you break them
4. Make sure others have the information they need to be successful
5. If you have concerns, talk directly to that person, not about him or her
“Fail to honor people, they fail to honor you.” Lao Tzu
Sandy No Match for Engaged Employees
Tuesday morning after Storm Sandy devastated much of NY and NJ, Carol drove two hours around downed trees and hanging power lines, through multiple detours to get to her job at a small insurance company. Just as at her home, she found no power, internet, or phone service.
What she did find might surprise you. A handful of employees were there, in the dark, discussing what they could do for their policy holders. Carol was a recently hired administrative assistant and knew nothing about how to handle claims. Of course, with the computer systems down little could be done.
What was possible, and what these incredibly engaged employees did was use their own cell phones to reach out to their customers. Imagine how you’d feel receiving a personal call from your insurance broker the morning after the storm checking to see how you and your family were doing and letting you know that they were there to help? What kind of customer loyalty would that engender?
Employee engagement is invaluable and you can’t pay for it — you can only foster it. How? By creating a culture of respect driven by top leaders and by training supervisors and managers in the techniques of RESPECT™.
Imagine the success of your organization if you had an entire team composed of actively engaged Carols? Perhaps you do. If not, where would you say your team members fall on the Engagement Meter? I sincerely hope it’s close to the arrow!
Bringing RESPECT to Iran
The international response to my book “Carrots and Sticks Don’t Work” has been mind-blowing for me. Since its release, I have been contacted by people around the globe who continually re-affirm the universal importance of respect in the workplace.
This past summer, Mostafa Radmard, a professor at the Graduate School of Management and Economics at Sharif University of Technology in Tehran, Iran, contacted me. He and his colleagues wrote the following:
“In summary, our conclusion is that the RESPECT Model is not only beneficial for engaging different levels of employees, from simple workers to top managers, but that its principles go beyond national cultures. Our experiences, like the author’s, confirm that what makes Iranian employees motivated, even in tough financial conditions, is the feeling of respect. The RESPECT Model could be prescribed as a cure for the ill management attitudes and practices in Iran.”
My book has now been translated into Farsi and will be available for sale in Iran by the end of the year. (In case you were wondering, there are no copyright laws in Iran.) If “Carrots and Sticks Don’t Work” can increase the respect with which Iranian workers are treated, that would be the greatest compensation of all.
Thank you for your interest and support of my work.