EMPLOYEE SATISFACTION How do we keep the good ones?

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EMPLOYEE SATISFACTIONHow do we keep the good
ones?

• Marilynn Allemann, LCSW, CPC
• Masters Executive Coaching

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• 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
  

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Key Elements of Employee Satisfaction

• Strong Leadership/Supervision
• Responsive Management
• Quality Work Environment
• Effective Communication
• Appreciation/Acknowledgment

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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

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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
  

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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 employees 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

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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,
  non-threatening and factual with defined expected
  results

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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

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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

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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

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Effective Communication Verbal and Written
Cont.

• ACTIVE LISTENING
• Helps to improve relationships, makes people feel
  understood, and cared about.

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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

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Sincere Appreciation/Acknowledgment

• There is a basic human need for belonging,
  achievement, recognition and appreciation.

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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

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Key Elements of Employee Satisfaction
Strong Leadership and Supervision
Sincere Appreciation and Acknowledgement
Responsive Management
Quality Work Environment
Effective Communication
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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!