December
2003
In very real ways, talent is key to both hiring and developing employees. But beware: While selection and development processes may be similar, they actually require quite distinct tools.
If your company has identified and removed all employee-related roadblocks to creating customer engagement, you're ready to take the next step: focusing your organization on the right performance outcomes.
For "Generation X" employees, the workplace used to offer seemingly limitless opportunity. Then the 1990s bubble burst, and these young workers started confronting harsh reality. But all isn't lost for these twenty- and thirty-somethings: Gallup's latest U.S. Employee Engagement Index survey offers insights into how companies can re-energize the young and the restive.
Dr. Joseph LeDoux, a world-renowned expert in the study of human emotion, offers practical advice on how to calm down angry customers, how to read the physical characteristics of customer engagement, and why salespeople should strive to be as predictable as possible.
The country has a big management problem on its hands: More than 80% of British workers lack any real commitment to their jobs, and a quarter of those are "actively disengaged," according to a recent Gallup survey. This alarming fact has led to low employee retention, high absentee levels, and low productivity. What's worse, the situation hasn't improved over the past couple of years.