As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. It’s one of our Four CX Core Competencies and a critical component of a customer-centric culture.
While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, it’s important to look deeper at the people who are our employees. Why? Because employee engagement is driven by two things: Human Attitudes & Work Environment.
What do I mean by “Human Attitudes?” Your employees are people who have a set of feelings and beliefs that they bring with them to work. These underlying attributes may have absolutely nothing to do with their work. Here’s some data that looks at the level of employee engagement based on two sets of attitudes, the degree to which people feel happy, and the degree to which they feel loved and appreciated. (Note: we used the Temkin Employee Engagement Index to assess the level of engagement).
As you can see, people who are typically happy and those who feel loved and appreciated are significantly more engaged employees than other people. While their work may contribute to these feelings, it’s more likely that they feel this way because of their underlying perspectives and as a result of what’s going on in the rest of their lives.
The first implication of this insight is that you need to do a better job of recruiting and screening for people who are more likely to be engaged. This data shows that more positive people tend to be more engaged employees. So look for those people when you are hiring.
Another implication is that organizations need to deal with the underlying attitudes of their employees. In addition to applying traditional employee engagement strategies, you need to help employees develop more positive attitudes. There’s a lot of good resources to tap into from the Positive Psychology movement.
I’m joining other members of our team at the bi-annual World Congress of Positive Psychology in Montreal in July where we explore this focus on employee engagement in more detail. After the previous congress, we published this table connecting positive psychology to customer experience (including employee engagement):The bottom line: Employee engagement requires human engagement.