The Twelve Questions

The single most important variable in staff productivity and loyalty is not pay, perks, benefits, or workplace environment but the quality of the relationship between staff and their direct managers. What people want most from their managers is the same thing that kids want from their parents: someone who sets clear and consistent expectations, cares for them, values their unique qualities, and encourages and supports their growth and development.

The fact is that people leave managers, not companies. If you take the same company, the same system, and basically the same pay scale, you can get very different attitudes among employees from different stores. The only logical explanation is leadership. So, there is no one corporate culture. Companies are made up of many cultures, the strengths and weaknesses of which are a result of local leadership.

You can divide any working environment into three categories: people who are engaged - loyal and productive (over-whelmers), those who are not engaged - just putting in time (whelmers), and those who are actively disengaged - unhappy and spreading their discontent (under-whelmers).

To help build relationships and to determine whether people are engaged, not engaged and actively disengaged, ask the following questions on a regular basis, but I recommend quarterly (every three months) or biannual (twice a year) as a form of survey.

Below are the 12 key questions: From the Gallup Survey

• Do I know what is expected of me at work?

• Do I have the materials and equipment I need to do my work right?

• At work, do I have the opportunity to do what I do best every day?

• In the last seven days, have I received recognition or praise for doing good work?

• Does my supervisor, or someone at work, seem to care about me as a person?

• Is there someone at work who encourages my development?

• At work, do my opinions seem to count?

• Does the Mission / Purpose / Core Values of my company make me feel my job is important?

• Are my co-workers committed to doing quality work?

• Do I have a friend at work?

• In the last six months, has someone at work talked to me about my progress?

• This last year, have I had opportunities at work to learn and grow?

If we all ask our staff these questions on a regular basis, our staff will feel appreciated, satisfied, and challenged.