Employee Experience

All the topics, resources needed for Employee Experience.

ev2217

Articles in this section

See more
In this article

    Employees in my work unit help customers/clients/patients even when it's not part of their job.

    Survey Domain: Employee

    Survey Theme: Coworker Relations

    Understanding the Issue: The first step is to understand the issues behind the survey performance scores. Unless you are absolutely sure that you understand the issues related to a particular survey item, the best place to start is identifying them, and the section Understanding Issues can help you do so. The activities described in Understanding Issues can be used for any of the survey items. Make sure you know what is behind your low score before you begin acting.

    Improvement ideas:

    1. Instill the vision of working for a successful organization. Help employees see what is possible for them and their department when everyone works at a higher level of achievement and believes it will have a positive impact. The motivation to achieve more than what is required comes from connecting to an overarching purpose or value around teamwork, mastering competencies for themselves, and receiving recognition for themselves and/or the department.

    2. Ensure that work unit-based goals and objectives align with the organization's mission and values. Help employees see how their voluntary extra efforts contribute to higher quality and improve the organization's reputation.

    3. Lead a discussion about what happens when employees limit what they are willing to do. How does this affect care or service? What impact does this have on teamwork and trust? Brainstorm for ideas about what the highest care or level of service would look like. What would all employees need to do to achieve this vision? Raise accountability and ownership for achieving it.

    4. Coach employees promptly when efforts flag or do not meet expectations, reminding them of the expectation to do their very best every day. Even though it takes a few minutes to coach an employee in the moment, this intervention will pay off in the long-term.

    5. Ensure that rewards and recognition align with expectations for high levels of accountability and effort.

    (MI 2217)