Employee Engagement and Retention Management
The assessment of factors that influence an employee’s decision to resign and the implementation of employee retention initiatives.
Level 1. Demonstrates introductory understanding, directing people to the appropriate source for further information.
BEHAVIORS
- Communicates personal expectations and motivations.
- Voices concerns in the workplace to the supervisor.
- Works with the organization to complete training and achieve career goals.
- Completes employee satisfaction surveys.
QUESTIONS
- Give me a situation where you had the opportunity to express what drives you at work.
Probing Questions
* What did you say makes you want to do a good job? To whom did you say it?
* What did you indicate that inhibits you on the job?
* What suggestions for change did you make?
* What impact did your discussion have on your approach to your job?
* Would you say the same thing today?
- Describe a time where you went on training recommended by your supervisor.
Probing Questions
* Did you agree that the training was necessary?
* Did you both understand the learning objective of the training?
* What did you bring back that helped on the job?
* Did you feel the training was a productive use of your time and company resources?
* Looking back, was it worthwhile?
Level 2. Applies the competency in common situations that present limited difficulties, working with a moderate level of guidance.
BEHAVIORS
- Identifies the factors that motivate employees.
- Communicates clear expectations to employees and team members.
- Provides employees and team members with frequent feedback to identify points of satisfaction and dissatisfaction.
- Identifies sign of burn-out and employee dissatisfaction.
- Assists staff in achieving their work and career goals by identifying training needs and development opportunities.
- Gives positive and constructive feedback, offering praise and rewards for good work.
QUESTIONS
- Tell us about a time you realized that an employee survey indicated things that your own employees were dissatisfied with.
Probing Questions
* What other information signaled dissatisfaction?
* How did you identify the underlying causes of dissatisfaction?
* What remedial actions did you take in the short term?
* Why were these actions effective?
* How did you communicate what you were doing to the staff?
- Discuss a scenario where you were able to provide significant on-the-job training opportunities to your staff.
Probing Questions
* How was this possible?
* What did you do to reassure your staff that training was a significant priority?
* What was the overall reception from your employees?
* How did you deal with negative reactions?
* Was there an impact on retaining staff?
Level 3. Applies the competency in the full range of typical situations, requiring guidance in only the most complex or new situations.
BEHAVIORS
- Identifies organizational and structural factors that contribute to attrition.
- Analyzes employee satisfaction reports and data to apply to own, team members’ or work unit’s projects.
- Conducts exit interviews to understand reasons for departure and identify areas for improvement in the organization.
- Implements retention programs established by the organization.
- Involves others in problem-solving and decision making to foster autonomy and empowerment and show trust in employee capabilities.
- Assists employees in their career development and progression.
- Shows genuine care and concern for employees in daily interactions, treating employees fairly.
- Offers help and advice to employees, responding to employee requests for guidance, while respecting confidentiality.
- Sets clear goals and objectives, giving clear explanations of what is expected.
QUESTIONS
- Describe a time where you reviewed the results of employee satisfaction reports and exit interviews.
Probing Questions
* What information did you get from this review?
* What underlying factors influenced employee satisfaction levels and decisions to leave?
* What actions did this trigger on your part?
* How did you determine this course of action was appropriate?
* Was the next survey/interview round better or worse?
- Discuss a time when you examined the attrition situation in your organization.
Probing Questions
* What flags did this raise?
* What action did you take to understand the reasons for leaving? What positive trends in attrition did you uncover?
* How did you determine which factors were within your own control to change?
* What did you do with those factors not within your purview?
* Did your actions change attrition patterns in your organization over time?
Level 4. Applies the competency in new or complex situations and advises others.
BEHAVIORS
- Develops retention strategies to actively address attrition factors.
- Identifies areas of improvement in employee retention process.
- Coordinates employee retention activities with total rewards programs.
- Monitors the implementation of employee retention strategy and plans.
- Provides guidance on how to overcome barriers.
QUESTIONS
- Describe a time you implemented specific strategies to retain the right employees.
Probing Questions
* How did you identify which actions might have a positive impact on retention?
* How important were compensation and benefits to retention?
* How did you communicate actions which were specifically designed to encourage employees to stay?
* What actions resulted in employee empowerment? What impact did this have?
* Did attrition/retention levels change over time? For better or worse?
- Give us some insight into a time you identified a significant barrier to retaining top talent.
Probing Questions
* What form did this barrier take?
* What was the cause of the barrier?
* Why did you decide to do something about it? What did you do?
* Was the impact positive and as large as you envisioned?
* Was it worth the effort?
Level 5. Develops new approaches and methods in the area. Is recognized as an expert within the organization.
BEHAVIORS
- Creates an organizational culture that welcomes input from all levels.
- Creates an environment where employees feel welcome and safe from harassment and discrimination.
- Refines employee retention process to ensure optimization.
- Sponsors an employee engagement survey to gauge the levels of engagement throughout the organization.
QUESTIONS
- Tell us about a situation where you took action to reinforce a positive culture in your organization.
Probing Questions
* Why was it necessary to reinforce positive organizational culture?
* What did you do? What aspects of culture did you reinforce?
* What was done to communicate these messages?
* What reactions did this approach elicit from staff members?
* How are you sustaining the message over time?
- Describe a time when you received the results from an employee engagement and satisfaction survey done across the whole organization.
Probing Questions
* What did the results mean to you and your retention goals?
* What discussion strategies did you implement to maximize the use of the information and analysis?
* How did you engage subordinate managers to take the information seriously and to take action?
* How did you determine the most important action to take?
* How did you ensure that positive aspects of the results did not get glossed over?