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EMPLOYEE SATISFACTION How do we Powered By Docstoc
How do we keep the good ones?

Marilynn Allemann, LCSW, CPC
Masters Executive Coaching
“Employee satisfaction is a highly reliable
  barometer as to how family members of
  residents rate the quality of care in nursing
 Organizational Predictors of Family Satisfaction in Nursing Facilities,
     Leslie, A. Grant, PhD.

“Providers can improve performance and
  family satisfaction by focusing on

 Employee Satisfaction Means an Efficient Health Care Facility,
     Dr. Bidhan Das, Jyote Gupta and Prema Tomar
      Key Elements of Employee

 Strong Leadership/Supervision
 Responsive Management

 Quality Work Environment

 Effective Communication

 Appreciation/Acknowledgment
    Strong Leadership/Supervision

 Strong leadership and supervision is
  critical - At all levels!
 Without strong leadership and a culture
  of quality performance, improvement is
  not sustainable
 Engage and inspire the employee.

 Encourage feelings of appreciation and
  value for employees’ achievement and
Strong Leadership/Supervision – Cont.

   Modeling respect
   Establishing a working relationship
    with immediate reports
   Building partnerships through
    involvement and participation
   Keeping employees informed and
    making them a part of the decision
    making process whenever possible
     Responsive Management
The quality of supervision an employee
 receives is critical to employee

   Be visible
   Exhibit fairness in employee treatment,
    compensation, benefits and advancement
   Understanding employee’s job duties, both
    defined and actual
   Clarify job expectations, daily, weekly and
   Take time to meet with new employees, learn
    about their talents, abilities, skills, expectations
    and career goals
     Responsive Management – Cont.

   Meet with each employee periodically

   Provide ongoing support and direction

   Provide regular and timely feedback from
    both manager and employee

   Provide feedback that is constructive, non-
    threatening and factual with defined
    expected results
     Quality Work Environment
   Organizational climate and culture of fairness
   Adequate resources to perform job duties
    (training, equipment, supplies, etc.)
   Adequate environmental design, physical
    surroundings and workplace safety
   Clinical systems, guidelines, standard operating
   Information technology systems and support
   HR support, staffing levels, working conditions,
    personnel issues, conflict resolution assistance
         Effective Communication
              Verbal and Written

   Effective communication mobilizes and

   Choose verbal or written communication
    as appropriate

   Written communications need to be
    professional, accurate, fact-based, and
    non judgmental
         Effective Communication
          Verbal and Written – Cont.

   Choose verbal communication
    whenever possible, with written
    follow-up as necessary

   Verbal communication involves
    listening, observation and dialogue

   Expect to be misunderstood

   Use “I” rather than “you” messages
   Effective Communication
     Verbal and Written – Cont.

Helps to improve relationships,
 makes people feel understood,
 and cared about.
          Effective Communication
            Verbal and Written – Cont.

   Suspend doing other things or tasks
   Make eye contact
   Be sincerely interested in what person is talking
   Do not interrupt
   Do not formulate your answers while person is
   Restate what you hear the person say
   Ask clarification questions when necessary
   State your views only after you have “actively”
Sincere Appreciation/Acknowledgment

   There is a basic human
    need for belonging,
    achievement, recognition
    and appreciation.
Sincere Appreciation/Acknowledgment
    Well-chosen, well-timed sincere words of praise
    A thank you goes a long way!
    Notes, cards, letters, awards, trophies, gift
    Company outings, celebrations
    Employee recognition programs, employee of
     the month, etc.
    Professional Development opportunities such as
     training programs, workshops
    Promotion/advancement
    Time off, salary increase, bonus
Key Elements of Employee Satisfaction

                       Strong Leadership and

Sincere Appreciation and                       Responsive
   Acknowledgement                             Management

           Effective                      Quality Work
         Communication                    Environment
       Employee Satisfaction

The key to successful leadership
 today is influence, not authority!

Remember, your success as a leader
 will be reflected in the satisfaction
 of your employees and in
 the success of your organization!