Enablement is for Companies. Engagement is for Couples.
Your organization’s employees can be excited about your mission, vision and values, but if there is no enablement , that excitement will lead to frustration rather than translating into exceptional experiences.
In addition to engagement and enablement, employees need to work in an environment where they can create personalized, authentic and friendly interactions.
Employees who are engaged, energized and enabled produce far greater results than employees who are simply engaged!
Too often employee engagement is treated as a “one size fits all” or as a “program.”
I believe the most important thing companies and leaders should be doing is enabling their employees with skills that make them more marketable.
When an organization invests in their human capital, it is critically important they spend 10 times the amount of time, energy and resources following up and reinforcing learning and development as they do designing and delivering them.
Employee enablement is about sustaining and enhancing the organizational culture. I think it is important to remember that your culture is nothing more than the cumulative effect of stories being shared internally by your employees.
If you want to change your culture, you have to change your stories.
If you want to change your stories, you have to change your employee experiences.
When your organization creates the internal conditions that enable people to excel at their jobs and serve customers exceptionally this will drive high levels of employee engagement while simultaneously energizing the employees.
If you or your organization are serious about creating engaged, energized and enabled employees, here are some key questions for you to consider:
- What obstacles get in the way of your employee’s excellence?
- What are the organizational elements that drive engagement, enablement and exceptional experiences?
- What type of informal measures could help you keep your finger on the pulse?
- What type of engagement and enablement constants should managers focus on?
Organizations that successfully address these questions will build sustainable engagement among their employees, better experiences with their customers and improved business performance.
I believe deeply in the value of measurement, feedback and action planning. I also believe most organizations have over baked the turkey as it relates to employee engagement surveys.
What I mean by that is I believe the best indicator of employee engagement is your customer’s experience.
Your customer experiences and the customer interactions they have with your organization represent a direct mirror image of the manager to employee interactions.
You must have both high engagement and high enablement to be able to consistently create personalized, authentic and friendly interactions.
Organizations and leaders should spend more time focusing on enabling their team and removing obstacles to excellence. This type of enablement would simultaneously create intense employee engagement and enhanced service experiences.
If you really want to determine if you have engaged and enabled employees, try experiencing your department and your organization from your customer’s perspective.
To learn more about CSI’s Layered Learning(SM) model that has helped global Fortune500 organizations create exceptional experiences from the inside out, register for our webcast on June 26: Drip Irrigation Versus Firehose Approaches to Learning.
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