Heartbeat recognises that whilst clients are looking for a more real-time, transparent and simple to use pulse survey, they often use this alongside the annual engagement survey. What Matt describes below is a fictional thought provoking story based on real encounters he has had. This should help you think about how to best use your annual results for your business.
‘Jane called me up and said let’s go for coffee and talk about some ‘opportunities’ she had in her organisation. Over a latte, Jane described how following the annual engagement survey results she and the team had begun to put together a plan on how to respond to the results. In the action plan she had included a couple of workshops with employees and key HR colleagues to help understand what the results meant. This all sounded reasonable, except this conversation was taking place three months after Jane put the plan together and things had not gone how the team expected!
Matt Stephens, author of Revolution in a Heartbeat- Using emotional insights to drive better business and Founder of the Heartbeat app (a dynamic, real-time app which takes the pulse of an organisation), shares in this piece a simple story of successful leadership.
“But we’ve told them a thousand times….” or words to that effect. We hear this a lot from exasperated executive teams when we give them Heartbeat results saying that people don’t know the organisation’s strategy. Often, they have done that, but in ways which fail to register with people, inspire them and help them play their part.
Senior leaders are very close to the strategy and have worked long and hard on getting it right. But this can often be a handicap when it comes to explaining it, and most importantly, getting others fired up and excited. They know too much detail and it’s hard to see the strategy from their audience’s viewpoint. We help by giving an external perspective, and asking the ‘dumb’ questions which can keep it simple. In doing this, we have found 5 key things which help:
Matt Stephens, author of Revolution in a Heartbeat- Using emotional insights to drive better business and Founder of Heartbeat and the Heartbeat app (a dynamic, real-time app which takes the pulse of an organisation), shares in this piece the importance of being valued.
‘Your call is highly valued by us… please wait for the next available colleague…’ We have all heard this or something similar when contacting call centres. Many of us will take it with a pinch of salt because our past dealings with the organisation concerned have suggested that we are not actually all that valued. We know that we feel valued as the result of actions over a period of time. Words on their own have little impact.
This has come to mind recently as we reviewed the most frequently expressed positive emotions in the Heartbeat surveys run by our clients. These have come from a range of survey types – engagement, pulse, events, consultation and one offs. The positive emotions were enthusiastic, inspired, empowered and valued. It was great that these had been selected – clearly leaders in these organisations are doing some good things. But it also got us wondering why being valued is so important, and what makes people feel it. To help answer, we spoke informally with people from the organisations concerned to find out what they thought.
Today we’re sharing a blog by Matt Stephens, author of the upcoming Revolution in a Heartbeat and Founder of Quest Agency which includes Heartbeat, a real-time app that takes the pulse of an organisation at an event or in the workplace, during change or other business activities.
Purpose is key for organisations. Having a clear, and worthwhile purpose is frequently cited as the number one factor in attracting and retaining great people. That’s why more and more organisations are looking to be purpose-driven.
One of our clients, known for having a young, ‘millennial’ population, wanted to put greater focus on their purpose as an organisation. As part of this they devised a narrative that captured the spirit of the company and defined a clear path for their future.
To transform the narrative from another set of words to something real the client wanted to capture stories that illustrated what motivates their employees and how their work really matters to their customers and communities. Heartbeat was ideal to help people share these stories. Being quick, easy and enjoyable to use, it encouraged people to submit stories which they may otherwise have not done for fear of having to send in long bits of prose.