the ultimate employee engagement requires no pixie dust! · engagement requires ... mark david...
TRANSCRIPT
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The Ultimate Employee Engagement Requires
No Pixie Dust!
presented by
Mark David Jones
2015 HRPA Annual Conference
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World-Class Success
Proven success formula
Proven implementation
Knowing
Doing
Results
Consistency
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Chain Reaction of Excellence
Leadership _________
Employee _________
Customer ________
Loyalty, Advocacy & Long-Term
Success
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Non-Negotiable Core
Values = __________
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Service Standards (Operational Values)
______ _______ __________ _________
= ___!
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Non-Negotiable Core
Values = __________ Vision = __________
(Job versus Task)
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A Culture of Excellence
Selection
Training
Communication
Recognition
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Strategies for Selection
• _____________ your culture
• State ____________ up front
• Treat applicants as _______
• Hire ________ and ________
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Training for Guest Service
• Make eye contact and ______
• ______ and _______ each and every Guest
• ________ Guest contact
• Provide immediate _______ __________
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Training for Guest Service
• Display appropriate _____ __________ at all times
• Provide the “_______” Guest experience
• _______ each and every Guest
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Communication Principles
• Everyone has valuable ___________ to share
• Individuals need to know how their _______ contributes to the organization’s ________
• Communication _________ and __________ must meet Cast Members’ needs
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Prioritize What You Recognize
1. ______________
2. ____________
3. ____________
4. ___________
Strategic Recognition
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World-Class Culture Operationalized
Presented __________
Trained ____________
Communicated _________
Supported through a _____ environment
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Leading Engagement
_____________!
___________
___________
____________