Management Training Supporting Engagement

A new report from SkillSoft PLC reveals the need to provide the training and tools at all levels of the corporate hierarchy to create an engagement mindset that drives business results and customer satisfaction.

“Beyond Satisfaction: Engaging Employees to Retain Customers,” found that one of the key actions that companies can take to drive higher levels of engagement is to improve leadership skills of frontline managers. In fact, over half of Best-In-Class organizations provide training and tools to managers to help them better engage employees, and nearly all of the rest (45%) are planning to extend this type of training in the future.

The report also found that two programs — onboarding (conducted when employees start working) and development plans (agreed to by manager and employee) — are critical to building high levels of engagement. Onboarding ensures that employees are aligned with the organizational mission and priorities from their earliest days, and development plans ensure that employees and managers remain in alignment when it comes to their role in achieving organizational success.

The in-depth study, which includes insights from approximately 450 organizations, finds that employee engagement was most critical to three areas: workforce productivity, employee retention, and the quality of goods/services it produces. The study also showed that when managers and employees agree to performance goals, put in place development plans and provide consistent feedback on their progress, that the organization benefits in many ways, including greater customer satisfaction.

A new report from SkillSoft PLC reveals the need to provide the training and tools at all levels of the corporate hierarchy to create an engagement mindset that drives business results and customer satisfaction.

“Beyond Satisfaction: Engaging Employees to Retain Customers,” found that one of the key actions that companies can take to drive higher levels of engagement is to improve leadership skills of frontline managers. In fact, over half of Best-In-Class organizations provide training and tools to managers to help them better engage employees, and nearly all of the rest (45%) are planning to extend this type of training in the future.

The report also found that two programs — onboarding (conducted when employees start working) and development plans (agreed to by manager and employee) — are critical to building high levels of engagement. Onboarding ensures that employees are aligned with the organizational mission and priorities from their earliest days, and development plans ensure that employees and managers remain in alignment when it comes to their role in achieving organizational success.

The in-depth study, which includes insights from approximately 450 organizations, finds that employee engagement was most critical to three areas: workforce productivity, employee retention, and the quality of goods/services it produces. The study also showed that when managers and employees agree to performance goals, put in place development plans and provide consistent feedback on their progress, that the organization benefits in many ways, including greater customer satisfaction.

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