10 Moments that Matter
By now, the importance of an engaged workforce and its impact on the bottom line and mission success are well documented. In the past 10 years, a cottage industry – or larger – of boutique firms, coaches, and “new” tools have sprung up to help organizations better measure and assess how engaged their employees are. Several threads exist across these employee engagement services, including tying morale to business outcomes, developing new channels for communication across an enterprise, and promoting more meaningful face-to-face time between employees and managers. All good suggestions, but what are the concrete actions people can take to improve engagement, especially when times are tough?
What we’ve discovered at Deloitte is that regardless of the industry or organization, there are opportunities – “moments that matter” – that spark engagement. More so than “what” is done, these moments boil down to “how” it’s done. It is these moments and the “how” of what occurs that deepens connections and builds lasting relationships, creating value for those involved.
We are surrounded by moments. But often, moments just pass by in a blur of everyday activity, and particularly when times are tough, these moments may seem more like challenges than what they really are…opportunities to engage. Think of a moment when someone did something that surprised and delighted, sparked deeper thinking, or forged a stronger relationship. That’s what we mean by making a moment matter. It’s a focus on turning an ordinary occurrence into an extraordinary experience for another person. It just so happens that the power of these opportunities is amplified when an organization finds itself in the midst of a valley rather than on a peak.
We have created a field guide to these “Moments that Matter” that suggests 10 behaviors or “moves” that people can use to try to turn these moments into exceptional experiences. These moves serve as a sort of mental crowbar that can help someone pry loose from a sticky situation with an employee or maybe break out of a period of spinning wheels with a colleague or customer. The 10 moves :
As you can see, there are many ways the 10 moves can be put into practice. Download the brochure for more information on incorporating the 10 moves into your leadership framework to re-engage your workforce — and even yourself.
|Sean Morris is a Principal in Deloitte Consulting LLP and leads its Federal Human Capital practice.|
|Patrick Nealon is a Director in Deloitte Consulting LLP’s Federal Practice and service line leader for its Talent, Performance and Rewards practice.|