building a wow! recognition culture bill bergstrom national recognition manager terryberry company ...
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Building a WOW! Recognition Culture
Bill Bergstrom National Recognition Manager
Terryberry Company
www.terryberry.com800.253.0882
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1. Employees Needs
2. Recognition Opportunities
Building a Successful WOW! Recognition Culture
3. Recognition Results
4. Recognition Responsibilities
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1. Understanding Employees Needs
“Yeah I called her up, she gave me
a bunch of crap about me not
listening to her, or something, I
don't know, I wasn't really paying
attention.”Jeff Daniels
Dumb and Dumber
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A.H. Maslow, ‘Learning and Human Abilities.’
Self Actualization NeedsAdvancement opportunities
Esteem NeedsRecognition/Appreciation
Belongingness NeedsWork culture
Safety NeedsHealth insurance, job security
Physiological NeedsFood, clothing, shelter (paycheck)
Maslow’s Theory In the Workplace
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4 Predicators of Overall Job Satisfaction
1HealthStream Research 2008
•Morale•Extent to which I enjoy the work itself
•Service Quality•Do I have pride in my workplace?
•Sense of Belonging•Value of my work and ideas and input
•Employee Recognition•Is the system fair in recognition and job promotion?
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4 Predicators of Overall Job Satisfaction
(Many Years Ago)
1Herzberg, 1968 & Baird, 1976 & Korman 1970
•Responsibility•Performing well at an interesting & stimulating job
•Self Esteem•Engaging in behaviors consistent with self-image
•Advancement•Value of my work and ideas and input
•Achievement & Recognition•Addressing individual needs & personal growth
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90% of businesses indicate they recognize their employees.
Only 40 % of employees feel adequately recognized by their supervisor.
65% of employees say they received no recognition in the last year.
Realities of Today’s Recognition Practices
1World At Work, Towers Perin & Gallup
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“People often say that motivation doesn’t last. Well, neither does
bathing- that’s why we recommend it daily.”
Zig Ziglar
2. Recognition Opportunities
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Recognition is a 3-Legged Stool
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Structured Recognition
Formal Recognition
Significant Awards for Significant Achievements
Objective Criteria
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Service Recognition Supports a WOW! Recognition Culture
0
2 0
4 0
6 0
8 0
Employee Performance
MGR’s Attention
# of Employees
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Casual Structure
Informal Recognition
Often Supervisor and/or Department Driven
Defined Criteria
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Most Commonly Used Award Programs:
“Trends and Best Practices in Employee Recognition”, RPI 2006
Service Award Programs:Service Award Programs: 90%90%Performance:Performance: 87%**87%**Retirement:Retirement: 51%51%Sales:Sales: 51%51%Suggestion:Suggestion: 41%**41%**Employee of the Mo/Qtr/Yr:Employee of the Mo/Qtr/Yr: 39%39%Safety:Safety: 33%**33%**Attendance:Attendance: 22%**22%**
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Casual Structure
Day-to-Day Recognition
Peer-2-Peer & Manager-2-Peer Driven
Combine Subjective & Objective Criteria
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Monthly Weekly Daily
Recognition Drives Engagement:
ENGAGEMENT LEVEL
20% increase
35% increase
Daily Telegraph, March 22, 2008, Ford. (citing findings of David Brown, Director of Hewitt Associates)
FREQUENCY
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4. Recognition Results
“The Seven Standards are nothing more than idealistic
quotes on walls until employees live them out each day on the
job…”
Karen Mathews
WellStar Health System
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Discovering your ABCs is keyRecognition Underscores the:
»Attitudes
»Behaviors and
»ContributionsYour organization values most
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.
“A Watson Wyatt Reward Plan Survey of 614 employers with 3.5 million employees showed that the average turnover rate of employers with a clear reward strategy is 13% lower than that of organizations without one.”1
1. Nolan, Paul. (2007, March/April) The Accelerator: Workplace recognition can bridge the gap between where your team is now and where it can be. SalesForce 17-22
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Op
era
tin
g M
arg
in
Worst 2nd 3rd Best
1.0%
4.1%
6.6%
Employees’ Rating
2.4%
“Hard Evidence”, Incentive Magazine, August 2005 p.10
Link Between Employee Satisfaction & Profitability
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Set Expectations & Criteria
Don’t: set criteria that conflict with other corporate objectives
•Simple •Quantifiable•Challenging•Attainable
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Awards should…
Have Trophy Value
Exclusivity – “Buzz” Factor
Longevity
Differentiation
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Timely
Aligned
Specific
Positive & Personal
Make A Meaningful Presentation
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4. Recognition Responsibilities
“HR is important in good times. It defines a company in bad times.”
“…get out of the picnic, birthday card, and insurance forms
business.”Jack Welch
2009 National SHRM Conference
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A research study conducted by The American Management Association identified eight different areas of job satisfaction most often linked to employee motivation.
Employee Ranking Supervisor Ranking
1 72 33 14 55 46 87 68 2
Areas of Job Satisfaction
Credit for the work they do; RecognitionInterest in workFair pay with salary increaseUnderstanding and appreciationPromotion on meritsCounseling on personal problemsPhysical working conditionsJob security
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Likely to look for a new job 54%
Gen Y 71%
Post-Recession Plans
Source: Adecco, June 2009
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Influence Recognition
• Leadership– Culture starts @ Top
• Management– Make it personal– Relationship with manager is #1 predicator of job
satisfaction• Marketing
– 11.3
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HR’s Influence on Recognition
• Hire
• Train
• Accountability
• Keep Things Fresh
• Recognize
“Your job is to raise the quality of the team.”
Jack Welch
2009 National SHRM Conference
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1. Employees Needs
2. Recognition Opportunities
Building a Successful WOW! Recognition Culture
3. Recognition Results
4. Recognition Responsibilities
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Available at Amazon.com or www.RecognitionUniversity.com
What’s inside:
Real-life recognition stories from top businesses
Training tool for your management teams
Ideas to differentiate your organization’s recognition program