The Essential Guide to Employee Engagement

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en Limba Engleză Carte Paperback – July 2008
Engaged employees are more productive, engender greater customer satisfaction and loyalty, and help promote a company's brand.  The Essential Guide to Employee Engagement provides the tools necessary to make this happen.
This book explores the concept and practice behind creating an engaged workforce and how this can contribute to organizational success.  Cook draws on case studies and examples from globally recognized companies to demonstrate how actively engaged employees assist the progress of their organization. She shows managers how to measure the level of their employees' engagement and provides them with strategies to help increase staff participation.
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ISBN-13: 9780749449445
ISBN-10: 0749449446
Pagini: 230
Ilustrații: 1
Dimensiuni: 155 x 234 x 15 mm
Greutate: 0.34 kg
Editura: Kogan Page


1. What is employee engagement?    
What is employee engagement?
A definition of employee engagement  
The power of the customer  
Customer experience
The power of the employee   
Is employee engagement a Western phenomenon? 
Customer engagement                                       
So how can you identify an actively engaged employee?  
Employee commitment and satisfaction does not equate to engagement 
Engagement versus satisfaction and loyalty 
The benefits of employee engagement  
Employee engagement and human capital management    
How focusing on employee engagement will help change the perception of the HR function  
Is employee engagement worth the investment, will it be a trend to last?
Checklist: What are the benefits of employee engagement for your business? 
2 Beginning an employee engagement programme  
Gaining buy-in  
The starting point for developing an employee engagement strategy 
Measuring employee engagement    
Employee engagement surveys 
Proprietary surveys  
Be prepared to expect differing levels of engagement across your organization
Assess your current levels of employee engagement 
Example engagement survey questions 
Positioning the survey 
Checklist: What measurements of engagement are right for your business? 
3 Identifying the key drivers of engagement in your business
Using the results of employee engagement surveys     
Facilitating a focus group discussion about the key drivers of engagement  
Feeding back the results 
Summarising the findings of a survey in order to help develop a strategy 
Importance and impact 
What are the key drivers of employee engagement in your business?   
4. Developing an employee engagement strategy
The process of developing a strategy 
The WIFI model 
Assess your organization’s greatest areas of development using WIFI
How to interpret your score     
Transformational change 
Creating an employee engagement programme      
Work breakdown structure   
Four stages of an employee engagement programme
Defining roles and responsibilities     
The project scoping process 
Planning resources 
Working well as a project team 
Checklist: Which of the four elements of WIFI need to be improved in your organization? 
5. Well-being   
What is well-being?   
Affiliation and meaning       
Corporate social responsibility (CSR)
The employer brand   
Brand and organizational values   
A process for defining organizational values   
Translating values into behaviours 
A reminder 
Increased workload and stress levels 
Work--life balance   
The long-hours culture
Different types of flexible working  
Employee welfare 
Job design and resources    
Feeling valued  
Checklist: What is your organization doing in terms of CSR, employer brand, organizational values, the welfare of staff?
6. Information
Where are we going?
Communicating a clear sense of direction    
Being clear on terminology   
Developing a vision of the future
Creating a compelling organizational vision
Communicating the vision in an engaging manner 
Strategic goals  
Keeping people informed       
Using different media 
Internal communications department   
Making information interactive and continuous 
Best practice in internal communications
Personal presence and impact 
Helping senior leaders to improve their communication style  
Checklist: How does your organization inform employees in a motivating way about the business’s vision and strategic objectives? 
7. Fairness  
Respecting the individual 
Recruitment and selection
Performance management
Reviewing the ‘what’ and the ‘how’ 
Learning and development 
Career development and succession planning
Talent management
Reward and recognition  
Checklist: Are the stages in your employees’ journey fair? 
8. Involvement  
Three levels of involvement   
The role of direct line managers in involving their team
Coaching and facilitation skills 
Involvement with other teams 
Involvement with senior managers
Senior managers as role models
Internal communications departments  
Checklist: What does your organization do in terms of involvement? 
9. Agents for change  
Employee champions 
Ability to read the political landscape  
Influencing skills  
Coaching skills 
Marketing skills 
The key role of leaders  
Leadership practices 
Critical actions senior leaders can take to build employee engagement
Providing ongoing development for leaders             
Helping leaders identify their development needs
Engendering trust  
Communicate, communicate, communicate
Developing listening skills   
Personal reflection  
Use 18- or 36-degree feedback to identify strengths and development needs 
People join organizations and leave bosses 
The influence of line managers  
Support and challenge       
The link to feedback 
Beliefs about feedback 
Effective management development 
What type of environment do you create?
Checklist: What specific skills and abilities will you need to help you encourage employee engagement?  
10. Sustaining a focus on employee engagement
Engagement scores beginning to rise   
Continue measuring and benchmarking   
Do the organization’s strategic goals encompass employee engagement?  
Embedding engagement as a key strategic objective and performance indicator  
Integrate engagement into the balanced scorecard 
Further reading   


"An outstanding, practical guide based on real-world experience." -- The Midwest Book Review

Notă biografică

Sarah Cook is a management development consultant who specializes in helping organizations develop their leadership and employee capability. She previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consulting firm. She is the author of three other books published by Kogan Page.