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Turn the Tables on Employee Turnover Building Rapport With Your

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					Turn the Tables on Employee Turnover:
Building Rapport With Your Employees

Laura Michaud, MBA The Michaud Group

Agenda


Why getting & keeping good employees is important  How communication & rapport keeps good employees
– Happy – Wanting to work for us


Communication tactics to use
The Michaud Group

Unemployment Rates

Natl

1975 8.5%

2000 2001 4.0% 4.8%

2002 5.8%

2005 4.9%

Not adjusted for seasonality Department of Labor

The Michaud Group

Turnover Costs!!!

Unwanted employee turnover is costing companies in the United States…

$140 Billion per Year
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Most Turnover Costs are Hidden


Separation / processing costs  Replacement and hiring costs
– Recruiting - headhunters – Advertising


Training costs  Opportunity costs  Lost business & productivity costs
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What Employees Want
Employee 1 2 3 4 Manager 5 8 9 2 Wants Interesting work Full appreciation Being in on things Job Security

5 6
7 8 9

1 3
4 6 7

Good wages Growth / Career opportunity
Good working conditions Loyalty to employees Tactful discipline
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George Manson University

American Job Satisfaction
45 40 35 30 25 20 15 10 5 0 Completely Somewhat Somewhat Completely Satisfied Satisfied Dissatisfied Dissatisfied

Percent

The Gallup Poll, 2001

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It Starts by Getting the Right People
Match for job? Orientation Are we worthy Screen „em Find „em
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Tool #1: Establish Common Ground

In person
 Photographs  Certificates on the wall  Jewelry or clothing

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Tool #1: Establish Common Ground

On the phone
• • • • Laughter in the background Let your personality come through Weather Top news story

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Building Strong Relationships

People relate to others like themselves!

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People Relate to “Themselves”
Common ground established now take it further…

Talk about it! Customize the relationship!
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Tool #2: Show Care and Concern
Why:


Employees feel fully appreciated  Know they have your interest  Enjoy being around you  Want to work harder for you
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Show Care & Concern with Empathy
Treat them as you’d like to be treated.  Show appreciation.  Talk on their level and pace.  See from their point of view.  Talk in terms of their interest.


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Tool #3: Truly Listen
Talk about their favorite subject!

Themselves

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Why Truly Listen?
Why:


Shows you appreciate & respect.  Builds ally -- shows you care.  Learn employee’s trigger points!!
– Use them to retain employees
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Truly Listen
 

Listen to their body language
– Listen with your eyes and ears!

“Listen between the lines”  Probe

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Notice a change?
Don’t ignore it  Address it as a concern


– “You seem different, is everything ok?”


Probe until satisfied  Let them know you care

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Truly Listen

“What can I do to help you do your job better?”

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Tool #4: Use Clear Communication
Why:


Employee will know what you want  Will be better able to deliver for you  Feel more appreciated & respected

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Face to face or meetings?
Age Gen Y Gen X Boomer Mature Meetings 36% 42% 41% 40% face - face 52% 38% 39% 39% E-mail 10% 13% 13% 10%
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Ranstad‟s 2003 Employee review

Tool # 5: Empower but stay involved
Why:


Better efficiency  Solidifies loyalty  Stay involved to guide and direct

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Tool #5: Empower but stay involved

 Clear

job descriptions

– Sets expectations

& guide to make your job easier  Conduct regular check-in meetings
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 Delegate

Tool #6: Problem Handling
Why:


Not addressing is agreeing with behavior  Gives employee direction – keeps them on track  Assures they meet your needs
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Tool #6: Handling Formula
Address the issue ASAP 2. Discuss its effect to organization 3. Tell employee you know he can do better 4. Recognize when you see (+)tive behavior
1.
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Tool #7: Keep the Mood Light
Why:


People want to be around positive environment  Creates more interesting work  They work harder when having fun  Builds camaraderie
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Tool #7: Keep the Mood Light


Bring humor into the workplace  Stay positive  Remember feedback

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Communication Golden Rules


Build rapport.  Know your employee well & what motivates them.  Keep communication open.  They will be a motivated employee & more loyal.
The Michaud Group

Turn the Tables on Employee Turnover:
Building Rapport With Your Employees

Laura Michaud, MBA The Michaud Group


				
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