Satisfaction ≠ Engagement

Measure satisfaction when you want to find out what people think about the food in the cafeteria or if the marketing team needs new furniture or if your employees would like to form a softball league.

Measure engagement when you want to find out if people’s hearts are in the work; if they are willing to spend their discretionary effort on your cause.

Remember, many people and many teams have changed the world fueled by lousy food, sitting on crummy furniture, and blissfully unaware of the company’s standing in the softball league.


DAVID BERRY is the author of “A More Daring Life: Finding Voice at the Crossroads of Change” and the founder of RULE13 Learning. He speaks and writes about the complexity of leading in a changing world.

 

Another way to do it

Option A

Leader: “This is where we need to go, and here’s how we’re going to get there.”

Option B

Leader: “This is where we need to go. How do you think we should get there?”

Involvement, sincerely requested and respectfully considered, leads to real engagement in the work.


DAVID BERRY is the author of “A More Daring Life: Finding Voice at the Crossroads of Change” and the founder of RULE13 Learning. He speaks and writes about the complexity of leading in a changing world.

 

The Right Equipment for the Job

I was almost done mowing the lawn last weekend when the front wheels of the mower fell off. This has happened once before and our mechanic was able to “make a part” to keep the wheels on. I should have considered myself on notice. When the problem occurred again a few days ago I was less surprised than impressed that the DIY solution lasted as long as it did. Slipping the wheels back into place not at all securely I slowly and carefully cut the last section of grass.

After that it was on to the edging and trimming. But the 15-year-old “weed whacker,” seemingly in solidarity with the mower, had had enough. When the “auto-feed” feature stopped working I had to stop every few feet to manually pull out some additional line. It was tedious and frustrating and I wasn’t able to finish the job.

It is a truism of the workplace that an employee’s level of engagement – her willingness to bring her creativity, energy and initiative to bear on her responsibilities – is positively correlated to her access to the right equipment for the job. Common sense, right?

If you are asked to take care of something important and then informed that even though most companies, most of the time would use “those tools” and we only have “these tools” you might find that to be (a) an opportunity for creative problem solving and/or (b) more than a little frustrating.

The challenge of doing your best with what you’ve got – being scrappy and efficient with a  “can-do” attitude – is fun for a while, maybe even a little exhilarating. But it’s not a long-term strategy for success. At some point you’ve got to invest in the right – maybe even the best – resources for the job.

I have always enjoyed doing yard work; the physical effort on a warm summer day and the pride of ownership bring a strong feeling of satisfaction. But that’s when my tools are functioning as they should. When they don’t, well, it’s really no fun at all.


DAVID BERRY is the author of “A More Daring Life: Finding Voice at the Crossroads of Change” and the founder of RULE13 Learning. He speaks and writes about the complexity of leading in a changing world.

When Good Intentions Go to Waste

IMG_5661There’s an unopened container of mango salsa in our refrigerator.

It’s been in there for a while. It must have gone bad by now.

I imagine it seemed like a good idea in the store, that nicely packaged yellow and orange salsa quietly promising to complement some grilled salmon or brighten up a plain old cheese quesadilla. But I don’t know because I didn’t buy it. And I wouldn’t buy it, because it’s not what I want.

I prefer a traditional red salsa. Even a pico de gallo will do in a pinch. But at least twice these past couple of weeks I went to have chips and salsa only to find that the mango was the only option. What harm in trying it, I reasoned? At least you’ve got something…why not find out?

But, no. My salsa sensibilities remain unenlightened. And so it sits.

This happens with corporate training efforts and in coaching sometimes, too. That may seem like a bizarre jump to make but that little container of salsa reminds me that over-zealous organizations do this all the time. With good intentions the investment is made, and as enamored as the decision-maker might be about “this new approach” it remains unappreciated and unused unless others are brought to a place of joint commitment about its value and its promise.

Employees are engaged when they have the resources, communication and support to do the jobs they were hired to do. They disengage when any of that essential stuff gets interrupted because a well-intentioned person decides to “mix things up.”

If you really want to help them, find out what they want and need and then do the most obvious thing imaginable: get it for them.


DAVID BERRY is the author of “A More Daring Life: Finding Voice at the Crossroads of Change” and the founder of RULE13 Learning. He speaks and writes about the complexity of leading in a changing world.