This means management must give up making excuses as to why things aren’t changing and instead learn how to make things change faster. This starts by changing the way management thinks. Management can no longer reside over all decisions.
When people get promoted to a management position they automatically think it means they now manage over people. Managing over people implies those below are less capable than those above. As a result employees ( those below) are rarely engaged in decisions making processes rather they are simply told what to do by those above (Management).
Management Focus Must Shift
Instead of focusing on managing people the 21st century manager focuses on managing the engagement processes that have the greatest impact on performance. These are:
1) Employee Engagement: According to the Gallup organization, lack of engagement usually begins in the first six months of employment when 60-plus percent of employees simply shut down, meaning they stop thinking. This is due to their perception that their expectations for participation are not going to be met.
People who are not engaged can hide behind a flurry of activity. But the gap between activity and results indicates a lack of engagement both by employees and management. A lack of focused engagement around strategically relevant issues means everyone is spinning their wheels doing the wrong things and doing things wrong.
2) Customer Engagement: For many years, managers have been focused on building customer satisfaction, trust and loyalty. While important to the organization, satisfaction is fluid, meaning a customer can be satisfied today, but as a result of one bad experience, be dissatisfied with the company tomorrow. Yet, for many managers, developing deeper levels of trust and loyalty among their employees and customers remains an elusive and perplexing process.
For those businesses that value and manage engagement , it is proven that they enjoy
- Higher levels of employee and customer loyalty,
- Positive word of mouth,
- Reduced turnover and training costs,
- Receive higher price premiums for their services and products,
- Greater share of wallet and cross selling
Managing engagement leads to higher company profits and faster growth than those companies that don’t. That is why engagement is one of the most powerful, emerging business concepts of the 21st century.
Managing engagement processes isn’t about having more meetings, controlling more information or being over more people. It is about managing how you think about providing more value to people by enabling the people and processes to be more engaging.