G E T  E N G A G E D !    2
Engagement Defined
Engagement…
is defined as a combination of dedication, motivation, and  sense of belonging;
is described as “one step up” from commitment;    like the double entendre of this book’s title,  has its very foundation in relationship;
takes two parties working together—it  calls for a two-way relationship between employer and employee.
The Chartered Institute of Personnel and Development (CIPD:  the professional body for those involved in the management and development of people in the United Kingdom) explains further:
So what is employee engagement? It can be seen as a
combination of commitment to the organization and its values
plus a willingness to help out colleagues (organizational
citizenship). It goes beyond job satisfaction and is not simply
motivation. Engagement is something the employee has to offer:
it cannot be ‘required’ as part of the employment contract.
CIPD, 2008
Characteristics of Engaged Employees
Engaged Employees:
are enthusiastic and energetic—they go the extra mile;
care about what they do and have a sense of purpose in their work;
have positive attitudes towards the organization and its values;
feel valued for their contributions.
In highly engaged organizations, leaders are more visible and have a high level of personal engagement. They act as role models by demonstrating organizational values and they build relationships at all levels. As a result, employees feel informed, valued, and respected and come to share their leaders' passion and commitment to success.
Anyone can dabble, but once you've made that commitment, your
blood has that particular thing in it, and it's very hard for people to
stop you.  Bill Cosby
G E T  E N G A G E D !    3
Questions for Reflection
Describe a time when you felt highly engaged in your job?
What impact did that have on your over-all life satisfaction and sense of well-being? ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Conversely, describe a time when you felt highly dis engaged in your job?
What impact did that have on your over-all life satisfaction and sense of well-being? ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
G E T  E N G A G E D !    4
Why Get Engaged? Building a business case for engagement fter a recent business trip I stopped at a well-known restaurant.  A sign greeted me in the dining room, ‘Please wait to be seated.’  Moments later, the host showed me to my table.  The server soon appeared with a menu.  As he was giving it to me, I asked, “What do you recommend today?”    Without missing a beat, he said, “Going to another restaurant.”    As I picked my jaw off the table, the only profound thing I could think to say was, “Oh.”  He continued without any prompting, “Yeah, this is my last day here and I can’t wait to get out of here.  The manager’s a real jerk.”  Now, in addition to being hungry, I was also curious.  I was curious for two reasons.  I was wondering if I should choose a different restaurant, as he suggested.  But, more importantly, I wanted to know what the server would say
about the manager, who just happened to be a friend of mine.
So I asked, “Why are you quitting?”  He went on to describe all his boss’s unreasonable demands:  coming to work on time, not texting his girlfriend while working, being polite to the customers…
You’re probably wondering what I did…  Yes, I stayed and ordered a steak dinner.  Then, I relayed the information to the manager.
This is a classic example of the actual and hidden costs of a disengaged employee. C h a p t e r  2 A T H I S  I S  A
C L A S S I C
E X A M P L E  O F
T H E  A C T U A L
A N D  H I D D E N
C O S T S  O F  A
D I S
E N G A G E D
E M P L O Y E E .
G E T  E N G A G E D !    5 Benefits of Engagement Numerous studies have well established the significant relationship between employee engagement and productivity, profitability, and customer satisfaction.    “Organizations whose employees are highly engaged build a competitive advantage over the competition.”  BlessingWhite, 2008    “Organizations with high engagement are 78 percent more productive and 40 percent more profitable than those organizations with low levels of engagement.”  Hewitt Quarterly, 2008      “Engaged employees are not just committed. They are not just passionate or proud. They have a line-of-sight on their own future and on the organization’s mission and goals. They are
“enthused” and “in gear” using their talents and
discretionary effort to make a difference in their
employer’s quest for sustainable business success.”
engage inBlessingWhite, 2008
Competitive
Advantage
Increased
Productivity &
Profitability
Highly Motivated
Employees Our studies show that positively engaged employees have higher than
average individual productivity and innovation events plus they remain with the company longer than disengaged employees.  In addition, the discretionary efforts of the fully engaged are of higher quality and of a
more positive intensity than other less-engaged employees: their economic contributions to the business consistently exceed their employment costs.  From a quality of work life perspective, positiv
ely engaged employees are energetic and enthusiastic which makes them more productive in group efforts and makes them a pleasure to work with.  Our research also shows that fully engaged employees solve problems.  Scarlett, 2008

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