Employee engagement is a persistent problem for organizations around the world for many reasons. They include increasing use of remote workers, technology that makes interpersonal communication less personal, generational differences in work expectations and communication styles, the inability to clearly separate work and personal lives, poor leadership skills and employees feeling undervalued.
Engagement exists when empowered employees feel connected to their work and the organization, but each person in your organization experiences engagement in a different way. For this reason, developing high engagement levels begins with developing an organizational “social mindset” in which a sense of community is created. Unions have mastered this concept, making their members feel like they’re in an exclusive club with leaders who really listen, and will champion their causes and go to bat for them when issues arise. Unions regularly communicate with their members, using social media tools and personal meetings, to keep the connection strong and inspire feelings of empowerment. The union social mindset is a bond that unites everyone around a common cause.
Social factors are important to all employees but especially to millennials. They’re always connected via social media, but social media by itself isn’t guaranteed to engage people or promote optimal communication. Too many employers miss the link between a social mindset and engagement. Social media is an engagement tool, but if your organization doesn’t develop a social mindset, your employees won’t utilize the social tools to their greatest advantage. Your employees’ behaviors are indicative of a lack of social mindset. For example, low utilization of an enterprise-wide social media system or lack of response to a manager’s feedback on a project in progress or failure to participate on coworker teams, are a few indications that your employees don’t view themselves as important contributors to a cohesive team of workers.
An organization with a social mindset focuses on its people and is key to creating a culture of inclusion in which people thrive. Creating an organization with a social mindset requires giving people the right tools, but the tools must empower people to learn what they need and want to learn to achieve the highest performance level and to learn when they want to learn. It must be a collaborative learning journey in which people learn from each other, and have access to on-demand learning and access to internal and external communities that enable continuous learning. A social mindset means employees utilize all online and offline social systems to autonomously manage their jobs with a clear understanding of how their work contributes to organizational goals. They see themselves as proactive team members doing important work.
Engagement actually emanates from the ability of employees to self-empower. Your organization is unique from all others. It’s why you’ve achieved competitive success. The uniqueness drives the need for the development of an internal communication system that specifically resonates with your employees. The communication system consists of tools that are available to the entire workforce; consistent, tailored messaging; regular management feedback; and leaders with effective communication skills. Engaging your workforce in a meaningful way also requires providing content that adds value to their work and is easily understood.
Millennials prefer information delivered quickly and with visual aids, and user-friendly communication platforms that include video, web, and eLearning communication tools. Of course, mobile platforms are a necessity in the eyes of your younger employees. This creates the seamless communication system that accommodates the ‘where and when’ learning and communication needs. Engaging employees requires you to encourage all people to participate in the business, including remote workers, and to provide opportunities for improving processes. Meetings can encourage people to ask questions rather than expecting people to passively learn the material. Technology-based training programs are interactive. Leader feedback encourages stretch thinking. This is how you develop a social learning organization.
Various researchers have determined that employee engagement recognizes an employee’s psychological state, behaviors, and linkages between engagement and employee satisfaction. Satisfaction is not enough though. Engaged employees are committed to the organization’s mission, self-motivated and passionate about their work. Your organization’s communication system is an essential element in the engagement process, but only if it stimulates constructive conversations and positive behaviors.
Southwest Airlines is an example of a company that has created a social mindset. Employees are encouraged to collaborate, participate in decision-making and explore work activities outside their regular jobs. Employees across the organization were encouraged to share new ideas for uniforms, and one of the flight attendants chosen to participate on a final design committee called it an “unforgettable experience.” Southwest Airlines considers social media as a means for relationship building with and between employees and customers because it gives the company the ability to connect people across teams and cultures.
Airbnb creates an employee experience which considers physical, emotional, aspirational, intellectual and virtual (collaborative technologies) aspects. The collaborative technologies are used to communicate the company culture and hold an online live-streamed weekly meeting, and employees are encouraged to use WhatsApp to share learning, photos, and insights. This enables the company to create a social mindset by opening communication up to all employees around the world.
Previously a labor organizer, author Jane McAlevey shared her experiences and perspectives on union organizing in “Raising Expectations (and Raising Hell)” and proposed a union-building operational model in “No Shortcuts: Organizing for Power in the New Gilded Age.” She points out that mobilizing may bring large numbers of people into the battle for employee rights but these are people already committed. To build a strong union, its leaders must expand its base to include ordinary people who were never involved in organizing. They do this by helping ordinary people understand they hold the power and can achieve desired outcomes.
Her basic operating model has several major elements that include: deep organizing in which indifferent people are attracted; full-worker organizing in which all working people are made to understand they are members of a community and have untapped potential; building unity across classes of people; developing organic leaders who create a social force capable of exercising power; and tracking every worker’s participation in the workplace and the community to better engage them in the union learning and development processes.
McAlevey’s model is an engagement model. As an employer, you must understand an engaging communication system in your organization makes it possible for all employees to participate, exercise their power to contribute to organizational success and create a social force. The social mindset encourages people to fully participate in the communication process by providing context.
It’s not a passive system. It proactively embraces the disengaged, drawing them into the community of the already engaged. The communication skills of your leaders are crucial to the development of a social mindset. You want your employees to join your organizational efforts to remain innovative, competitive and successful, instead of joining a union. It’s the path to union proofing your business.
Since 1979, the Projections team has been helping companies across North America build a culture of engagement that increases productivity. In becoming an employer of choice, our clients find they have a decreased risk of third-party involvement, allowing them to focus on their company's success.