news.cuna.org/articles/107894-tap-into-staffs-emotional-intelligence
Crystal Jonas

Tap Into Staff’s Emotional Intelligence

Outstanding organizations engage employees in their mission through consistent, clear communication.

October 7, 2015

While most employees are willing to give more than ever, the methods to engage your staff’s hearts, minds, and energy have changed says training and development consultant Crystal Jonas, president of Tap Your Genius Inc.

Employees are looking for on-the-job autonomy, mastery, and a defining purpose from their leaders, she says. Outstanding service organizations tap into employees’ “emotional intelligence” and use consistent, clear communication to engage staff fully in their defining missions.

But only 41% of employees understand what distinguishes their company from their competition.

“Hard work is not the goal,” says Jonas. Using the example of Sisyphus from Greek mythology, who was cursed with pushing a giant rock up a mountain for eternity, Jonas says the best leaders “connect boulder-pushing with community-building.”

Recognition of team members is important, but leaders must practice discernment, Jonas says. That means all employees should be recognized for their unique contributions to the team, yet only the high performers should be rewarded.

According to a Harvard Business Review survey of senior business executives, public acknowledgement of high performers is the No. 1 driver of employee engagement.

Jonas echoed hockey great Wayne Gretzky, who said, “I skate to where the puck is going to be, not where it has been,” in the context of understanding that people’s needs and interests change over time.

A strong leader will recognize this and stay one step ahead to ensure employees maintain their long-term engagement, enthusiasm, and a clear understanding of the organization’s mission and goals, she says.

Above all, a company’s internal culture is driven from the top, Jonas says. At world-class service organizations like The Walt Disney Co., managers are expected to recognize their employees.

This creates a team of “brand ambassadors”, or employees who are so excited about their organization, they continue to share that enthusiasm even after they leave the workplace.

Jonas addressed the CUNA Tech/OpSS Council Conference last week in Orlando.