Урок для менеджерів 1.4. Як розвивати і навчати співробітників та себе?

How to Train and Develop Employees?

Introduction to Employee Training Principles

• The lesson focuses on Manager Number 6, emphasizing how to train and develop employees.

• The first principle of training is introduced: "You cannot teach someone; you can only help them learn." This highlights the importance of motivation in learning.

Understanding Employee Development Levels

• Discussion on employee development levels according to Hersey-Blanchard model:

• D1: Employees who want to learn but lack the ability.

• D4: Employees who have both desire and capability.

• Emphasizes that effective teaching requires employees' willingness to learn. Without this desire, efforts may be futile.

Identifying Willingness to Learn

• Managers should avoid investing time in training employees at levels D2 or D3, as they either do not want to learn or are unwilling despite having the ability.

• If a manager has made mistakes leading to an employee's reluctance, correcting those errors may change their mindset from "do not want" to "want."

Importance of Motivation in Learning

• Investing time in training unmotivated individuals is deemed ineffective; focus should be on those eager to learn.

• Teaching works only for those who wish to learn. Motivation must come from within the individual rather than being imposed externally.

Exploring Motivational Factors

• A link is provided for further insights into motivation through a video discussing self-motivation and its significance in learning processes.

• The speaker stresses that understanding why an employee wants something (e.g., financial gain or professional recognition) is crucial for fostering motivation.

Practical Examples of Motivation

• Basic motivations include financial incentives which can drive individuals towards professional growth and skill acquisition.

• Recognizing that wanting money isn't inherently negative can shift perspectives, making it easier for managers and employees alike.

Principles of Employee Training and Learning

Importance of Willingness to Learn

• The first principle emphasizes training only those employees who are eager to learn. If an employee shows no interest, investing time in their training is futile.

• Attention should be directed towards high-performing employees rather than problematic ones, as the latter do not require additional focus.

Focus on Engaged Employees

• Rahul, a project financier for SuperHuman, illustrates how he builds a roadmap for product improvements by considering the desires of engaged users.

• He disregards feedback from individuals uninterested in the product, focusing instead on those who show enthusiasm and willingness to use it.

Managing Uninterested Employees

• If an employee lacks motivation to learn, management should adopt a directive style temporarily while preparing for their replacement if necessary.

• The speaker reiterates that one cannot teach someone unwilling; they can only facilitate learning for those who desire it.

Future-Oriented Learning Strategies

• The second principle involves training neurons for future needs while practicing current skills. This means educating employees who seek knowledge actively.

• Sharing personal experiences with various methodologies highlights the importance of adapting learning strategies based on individual needs.

Overcoming Information Overload

• The speaker discusses managing information overload by gradually educating oneself through diverse resources like podcasts, articles, and expert opinions.

• Acknowledging past perfectionism in learning, the speaker now embraces a more flexible approach to education without overwhelming expectations.

Practical Examples of Learning

• An example is provided about stock market education where gradual exposure through reading and practical engagement helps build understanding over time.

The Importance of Learning Through Practice

Embracing New Challenges

• Engaging in new activities fosters personal development, suggesting that discomfort can lead to growth.

• The speaker emphasizes the value of learning through doing, using stock trading as an example to illustrate practical application.

Practical Learning vs. Theory

• There is a significant difference between American financial terminology and other languages, highlighting the importance of context in learning.

• By investing real money, learners are more motivated to understand concepts deeply and learn from their mistakes.

Lessons from Mistakes

• The speaker reflects on their lack of formal business education but acknowledges that practical experiences have been invaluable for learning.

• Financial losses incurred during self-directed learning are viewed as tuition fees for an informal MBA experience.

Setting High Standards for Growth

Demand and Employee Development

• High expectations from leaders can drive employee performance and growth; demanding environments foster resilience and skill enhancement.

Personal Anecdote: A Strict Mentor

• The speaker recounts their experience with a strict professor who was known for high demands, illustrating how this approach benefited students long-term.

Long-Term Impact of Rigorous Teaching

• Students often return years later to express gratitude towards demanding educators, recognizing the value in rigorous standards despite initial discomfort.

Balancing Perfectionism with Realistic Expectations

Striving for Quality Without Overwhelm

• As a manager, it’s crucial to maintain quality standards while avoiding excessive perfectionism that could hinder productivity.

Conclusion on Leadership Style

The Importance of Setting Standards in the Workplace

The Need for High Standards

• Emphasizes that accepting mediocre work (grade C) leads to being forgotten and unappreciated in a year, as employees will not have anything of their own to show.

• Expresses emotional frustration about the lack of demand for high standards from project leaders, highlighting a culture where deadlines are often ignored without consequence.

Accountability and Deadlines

• Discusses an interaction with a project leader who questions why meeting deadlines is now an issue when it was previously overlooked, indicating a lack of accountability.

• Reflects on surprise at discovering that no other manager had previously enforced standards or demanded accountability regarding deadlines.

Encouraging Mistakes as Learning Opportunities

• Introduces the fourth principle: allowing mistakes. Acknowledges that making errors is part of learning and growth within any process.

• Shares personal experiences with mistakes leading to increased confidence and knowledge on how to improve future performance.

Cultural Differences in Handling Failure

• Compares attitudes towards failure between cultures, noting that in the U.S., failing is seen as a learning opportunity rather than a stigma.

• Argues that past failures can increase the likelihood of success in future endeavors by providing valuable lessons learned.

Fostering an Environment Where Mistakes Are Acceptable

• Advocates for creating an environment where employees feel safe making mistakes, which can lead to better learning outcomes.

• Suggests praising employees for their mistakes as part of their learning journey, reinforcing that errors are normal and acceptable.

Empowering Employees Through Experience

Allowing Growth Through Practice

• Stresses the importance of giving employees opportunities to practice their skills without excessive oversight or protection from failure.

The Importance of Delegation and Employee Development

Understanding the Impact of Over-Management

• Managers often believe they are helping by taking on tasks themselves, but this hinders both employee growth and their own development.

• Fear of letting go can lead to a losing situation where employees are not given opportunities to learn and grow.

Encouraging Employee Responsibility

• Instead of micromanaging, managers should delegate responsibilities to allow employees to make mistakes and learn from them.

• A poor onboarding example involves delaying customer interactions for new hires, which slows their integration into the role.

Effective Training Approaches

• New employees should be encouraged to engage with clients early in their training process rather than waiting until they feel fully prepared.

• By pushing employees into real work situations sooner, they can either learn quickly or reveal if they're not suited for the role.

Real-Life Example: CEO's Vacation Experience

• A CEO learned that his absence did not cripple the company; instead, it revealed capable team members who could handle responsibilities effectively.

• This experience highlighted the importance of allowing staff to take on new challenges without constant oversight.

Principles of Communication with Employees

Structuring Effective Communication

• Communication should be designed to foster employee development rather than just providing answers.

Listening Before Responding

• Managers should refrain from answering questions until they've heard the full context from employees. This approach may slow down immediate responses but builds better understanding over time.

Long-Term Benefits of Engaged Dialogue

• Once established, this communication method leads to quicker problem-solving as employees begin proposing solutions aligned with management’s logic.

Empowering Employees Through Involvement

Communication Principles in Management

The Importance of Self-Assessment

• A manager emphasizes the need for self-assessment by asking, "How do you calculate yourself?" This highlights the importance of personal evaluation in professional settings.

• The discussion transitions to fostering a culture where individuals seek independent answers rather than relying solely on others, promoting self-sufficiency.

Encouraging Independent Research

• People often prefer asking others over searching for information themselves. This behavior is linked to a natural desire to minimize stress and effort.

• The speaker references the acronym RTFM (Read the Manual), suggesting that individuals should take initiative to find answers independently before seeking help from others.

Building a Culture of Inquiry

• Managers are encouraged to create an environment where employees feel empowered to search for solutions themselves, utilizing resources like manuals and external colleagues.

• Engaging with professionals outside one's company can provide broader insights and enhance learning opportunities beyond internal knowledge.

Utilizing External Resources

• Employees should be trained to seek answers from various platforms such as Quora or Reddit, emphasizing the value of external perspectives in problem-solving.

• By encouraging inquiries outside their immediate team or company, employees can gain diverse insights that contribute to their professional development.

Promoting Logical Reasoning

• When discussing customer acquisition costs, managers should prompt employees to justify their opinions logically rather than simply stating them.

• Employees are expected to research standards and benchmarks independently, reinforcing accountability and critical thinking skills in decision-making processes.

Exceptions and Urgency in Problem-Solving

• In urgent situations requiring immediate action, managers may need to provide direct solutions instead of expecting employees to conduct research first.

• However, under normal circumstances, it is crucial for employees to develop the habit of finding solutions independently without relying on management for easy answers.

Communication Approaching Realization (CRC)

• The third principle discussed is CRC (Communication Approaching Realization), which emphasizes effective communication strategies that lead towards actionable outcomes.

A Parable on Communication

The Story of the Worker and the Baron

• A worker approaches a baron, questioning why he is paid only 5 kopecks while another worker, Taras, receives 5 hryvnias. This sets the stage for a discussion about value and communication.

• The baron instructs the worker to find out where the hay comes from, hinting at the importance of understanding context in communication.

• After several inquiries, the worker learns that the hay is from Semenovsky meadows but still lacks knowledge about its pricing. This illustrates how incomplete information can hinder effective communication.

• When Taras arrives with details about negotiating prices for first-cut hay, it becomes clear why he earns more than the worker—he has better information and negotiation skills.

• The parable emphasizes that effective communication requires context and clarity; simply greeting someone without providing necessary background leads to misunderstandings.

Importance of Clear Communication

• The speaker stresses that when communicating in professional settings (e.g., Telegram), one should provide complete context rather than just greetings or vague questions.

• An example is given regarding travel expense requests; unnecessary details can confuse recipients instead of conveying essential information clearly.

Principles of Effective Feedback

Direct Feedback and Radical Honesty

• Emphasizing direct feedback as crucial for employee development, managers often fail to communicate dissatisfaction with performance due to fear or discomfort.

• Many employees are unaware of their shortcomings until faced with termination—a situation reflecting poor management practices and lack of transparency in feedback processes.

Common Managerial Mistakes

• Managers may receive positive reports from employees who claim everything is fine while being oblivious to underlying issues leading to eventual dismissals.

• Good management involves fostering growth through honest feedback; avoiding difficult conversations does not benefit employee development or organizational health.

Conclusion on Communication Practices

How to Provide Effective Feedback

The Importance of Clear Communication

• Emphasizes the need for clear and direct communication when providing feedback to employees, ensuring that the essence of the message is conveyed effectively.

• Discusses the "American smile" phenomenon in venture capital, where vague praise often indicates a lack of genuine interest or future communication.

• Shares a personal anecdote about feeling ignored when messages go unanswered, highlighting the discomfort caused by lack of response.

Managing Expectations and Responses

• Reflects on becoming someone who does not respond to uninteresting messages due to past experiences, stressing the importance of managing external perceptions while prioritizing internal team dynamics.

• Advocates for radical honesty and direct feedback within teams as essential practices for effective management.

Radical Honesty in Workplace Culture

• Recommends reading an article by Olga Pachesna that discusses radical honesty and its role in creating a positive workplace culture.

• Cites Patty McCord's book "Powerful," which emphasizes addressing employee complaints directly with those involved rather than escalating issues unnecessarily.

Encouraging Direct Communication

• Highlights how HR should encourage employees to address their concerns directly with each other instead of relying solely on HR intervention.

• Discusses two scenarios: one where an employee has not communicated their issue directly, and another where they have but still seek help. The latter scenario requires careful handling.

Facilitating Problem Resolution

• Suggests that leaders should guide employees towards resolving conflicts through direct communication rather than stepping in immediately.

• Introduces a nuanced question to facilitate deeper understanding: asking what was said about the issue can lead to more productive discussions.

Misconceptions About Kindness and Honesty

What Makes a Great Speaker?

The Journey of Self-Discovery in Public Speaking

• The speaker reflects on their past experiences at conferences, feeling accomplished and recognized for their presentations, which boosted their self-esteem.

• Over time, the speaker noticed that feedback from audiences was often overly positive, leading to a realization that not all praise was constructive or helpful.

• They sought out critical feedback from skeptics to gain more objective insights into their performance, acknowledging both positive and negative aspects.

• The psychological challenge of receiving honest criticism is discussed; it can be difficult not to take negative feedback personally but ultimately leads to growth.

• The speaker emphasizes gratitude towards those who provided constructive criticism, as it contributed significantly to their development in public speaking.

Importance of Honest Feedback

• In today's work environment, intellectual labor is highly valued; honest feedback is crucial for employee development despite potential discomfort.

• Leaders must sometimes deliver unpleasant truths to help employees grow without causing offense or shame; this is part of effective management.

• If an employee does not evolve from the feedback given, it may indicate a need for change in how the feedback is delivered or issues with the employee's receptiveness.

Encouragement and Recognition

• Praise and encouragement are essential components of communication with employees; recognizing achievements fosters motivation and improvement.

• The speaker admits struggling with providing recognition due to being focused on problem-solving but acknowledges its importance for team morale.

Supporting Employee Initiatives

• Managers should support employee initiatives by allowing them to explore new ideas rather than dismissing them outright; this encourages innovation and learning through experience.

The Importance of Goal Setting and Task Definition in Employee Training

Balancing Self-Education and Reality

• Emphasizes the need for balance between self-education and real-world responsibilities, suggesting that excessive focus on learning can lead to avoidance of commitments.

• Encourages supporting initiatives for self-learning while recognizing the importance of practical application in work settings.

Teaching Through Well-Defined Goals

• Highlights the significance of teaching with clearly formulated goals, linking to a separate video lesson on goal setting as a crucial aspect of effective management.

• Stresses that aligning perceptions between managers and employees about expectations is essential for successful training.

Effective Task Assignment

• Discusses the necessity of learning how to assign tasks effectively, including providing clear definitions of what constitutes "done" work.

• Introduces an example from a partner's post illustrating how specific task definitions can significantly alter expectations and outcomes.

Clarity in Task Definitions

• Contrasts two different task definitions: writing 10 articles versus writing 10 articles with specific traffic requirements, emphasizing clarity in expectations.

• Suggests using measurable metrics (e.g., conversion rates or page speed improvements) when defining project success criteria to enhance accountability.

Regular One-on-One Meetings

• Advocates for regular individual meetings with employees to discuss their progress, challenges, and personal development goals beyond just task statuses.

Understanding Employee Logic and Meeting Efficiency

The Importance of Understanding Employee Logic

• Emphasizes the need to understand the logic behind an employee's actions, including their priorities and decision-making processes.

• Highlights that the goal is not just to train employees on tasks but to help them understand the reasoning behind their approaches.

• Suggests that regular one-on-one meetings (around 40 per year) are sufficient for understanding and aligning with an employee's logic.

Reevaluating Meeting Frequency

• Proposes reducing meeting frequency after a year of consistent individual meetings, suggesting bi-weekly or monthly check-ins may suffice.

• Warns against creating dependency where employees wait for meetings to address issues, which can hinder productivity.

Cultivating Initiative in Employees

• Encourages fostering a culture where employees feel empowered to reach out proactively rather than waiting for scheduled meetings.

• Stresses the importance of immediate communication regarding obstacles instead of relying solely on formal meeting structures.

The Role of Meetings in Employee Development

• Acknowledges that while meetings can be effective tools for development, they should not become crutches for problem-solving.

• Reflects on personal satisfaction from observing significant employee growth over time through consistent engagement.

Implementing Career Ladders as Development Tools

Introduction to Career Ladders

• Introduces career ladders as essential management tools aimed at guiding employee professional development.

• Shares initial skepticism about standard management techniques but acknowledges their effectiveness after practical application.

Addressing Career Uncertainty Among Employees

• Cites a LinkedIn study revealing that nearly half of employees aged 35–44 lack clarity about their career prospects despite years in the workforce.

• Points out that this uncertainty contributes to job dissatisfaction and retention issues within organizations.

Structure and Benefits of Career Ladders

• Defines career ladders as documents outlining potential professional growth paths based on skill acquisition and experience.

Career Ladder: A Preventive Solution for Employee Management

Importance of Open Communication

• Employees may leave if they feel uncomfortable asking questions about their future, leading to misunderstandings about expectations.

• Managers often focus on immediate issues rather than investing time in creating a career ladder document that could save hours of individual problem-solving.

Benefits of a Career Ladder

• A career ladder outlines growth prospects and salary increases associated with specific positions, providing clarity for employees.

• It helps prevent feelings of stagnation by showing employees where they stand and what is required for advancement.

• The career ladder encourages managers to define clear expectations for different levels within the organization.

Structuring Expectations

• It allows managers to justify salary increases or declines based on predefined criteria, promoting fairness in compensation decisions.

• Career ladders can be customized for individual employees or tailored to specific roles within a company.

Examples and Formats

• Various styles of career ladders exist; examples include those designed for legal departments and recruitment teams, showcasing different approaches.

• Some formats utilize objective metrics while others incorporate subjective criteria, allowing flexibility in evaluation methods.

Autonomy and Independence in Roles

• Each level in the career ladder should reflect increasing autonomy and self-sufficiency expected from employees as they progress.

• Emphasizing independence ensures that only qualified individuals are labeled as mid-level or senior staff, preventing misclassification.

Addressing Challenges in Implementation

• If creating a career ladder seems impossible within an organization, it indicates a lack of defined goals for employee roles.

Employee Development Tools

Importance of Preventive Documentation

• The speaker emphasizes the necessity of preventive documentation to address potential reluctance from employees in sharing intimate concerns, suggesting that having a document can simplify this process.

Motivation vs. Stimulation

• A distinction is made between motivation (internal drive) and stimulation (external incentives), with the term "stimulation" being preferred for its clarity in describing external factors influencing behavior.

• The origin of the word "stimulus" is discussed, relating it to shepherding, indicating that external motivators can guide individuals towards goals.

Goal Orientation and Employee Engagement

• The speaker discusses how to effectively motivate employees by aligning their interests with organizational goals, emphasizing the importance of mutual desire for progress.

• It is noted that without a proper stimulation system linked to employee goals, maintaining interest becomes challenging, leading to potential disengagement.

Bonus Systems and Their Impact

• Bonuses are highlighted as crucial elements tied to employee performance metrics; different frequencies of bonuses (monthly, quarterly, annually) are mentioned based on managerial levels.

• The effectiveness of a stimulation system is linked directly to goal setting; without it, there may be insufficient motivation for employees to pursue growth opportunities.

Knowledge Mapping as a Development Tool

• The concept of a knowledge map is introduced as distinct from career ladders; it helps outline essential skills and knowledge required at various job levels.

Knowledge Mapping and Employee Training

Creating a Knowledge Map

• A knowledge map can be created by identifying the essential knowledge employees need, linking each item to relevant resources such as guides or articles.

• The development of training materials is crucial when building departments and teams, as it consolidates necessary information for employee learning.

Addressing Repeated Questions

• Noticing frequently asked questions (three or more times) prompts the creation of dedicated documentation to address these queries effectively.

• Instead of answering the same question repeatedly, it's more efficient to create a manual or video that provides comprehensive answers in an accessible format.

Resource Accessibility

• Compiling materials on commonly asked topics allows employees to access knowledge easily, promoting self-directed learning rather than repetitive inquiries.

• Resources should be made available for free study; however, not all employees will engage with them unless they find them relevant at the moment.

Utilizing External Courses

• External courses serve as valuable tools for saving time and bringing in new perspectives from outside experts who are not part of the internal structure.

• Employees attending external courses gain insights that may differ from internal experiences, enriching their understanding and application of concepts learned.

Leveraging Dual-Purpose Tasks

• The principle of "one task serving two purposes" is emphasized; tasks assigned to employees should facilitate both their training and completion of work objectives.

• For example, new hires can gather customer feedback while simultaneously learning about client interactions through structured calling tasks.

Employee Training and Development Strategies

Importance of Service Composition and Market Products

• The speaker emphasizes the need to understand the composition of services and how products are presented in the market, which is crucial for new employees.

• New hires are encouraged to attend conferences as participants, which serves as a motivational tool and provides them with learning opportunities.

Delegation as a Learning Tool

• Delegating tasks to employees not only frees up time for managers but also accelerates employee learning by engaging them in real tasks.

• The concept of "Mentor-Newcomer" is introduced, highlighting that teaching others can enhance one's own knowledge and skills.

Mentorship Benefits

• Utilizing existing staff to mentor newcomers allows for efficient training while simultaneously developing the mentor's expertise.

• Offering mentorship bonuses incentivizes experienced employees to take on training roles, fostering a collaborative learning environment.

Creating Knowledge Resources

• Employees can be tasked with creating manuals or articles, which not only aids their understanding but also contributes valuable resources for future training.

• This process involves collaboration where the manager reviews materials prepared by employees, ensuring quality while promoting ownership of knowledge creation.

Continuous Improvement in Training Processes

• By documenting processes and creating guides, organizations can streamline onboarding for future hires, reducing redundancy in training efforts.

• The speaker stresses the importance of keeping training materials updated to reflect current practices in fast-evolving fields like information technology.

Recognizing Employee Readiness

The Importance of Employee Training and Motivation

Acclimatization and Training Success

• The speaker emphasizes the significance of acclimatizing employees, noting that if a manager's decision aligns with an employee's, it indicates successful training.

• Training is highlighted as a critical skill for managers, essential not only for managerial roles but also for senior professionals.

Identifying Training Challenges

• If an employee fails to learn, it may indicate a lack of motivation. A direct meeting is recommended to provide honest feedback about performance issues.

• Managers should discuss recurring problems with employees and explore barriers to their progress while offering support.

Addressing Performance Issues

• Documenting unresolved issues is crucial; failure to improve may lead to termination if the employee does not progress in key areas.

• A structured tool can help focus on specific skills or knowledge gaps, which has proven effective in some cases.

Evaluating Employee Development

• The speaker shares personal experiences where repeated attempts at training led to eventual success or necessary separations from underperforming employees.

• It’s important not to invest time in training individuals who are unwilling or unable to learn; managers must create conducive conditions for learning.

Handling Probation Periods

• Conversations regarding an employee's inability to learn often trigger probation periods as a final effort for improvement.

• Employees may experience stress during this period; prior feedback is essential to avoid surprises regarding performance expectations.

Clear Communication of Expectations

• Managers need to prepare for potential probation situations by clearly communicating what needs correction in an employee’s work.

• Written communication should explicitly outline expectations, minimizing misunderstandings about job responsibilities.

Conclusion: Clarity and Understanding

Employee Development and Management Insights

Understanding Employee Feedback and Outcomes

• The execution of tasks and prioritization is closely aligned with the manager's expectations. Positive feedback can lead to either employee retention or a mutual decision for the employee to leave.

• Celebrating both outcomes—whether an employee is developed or released—is essential, as it reflects effective management efforts. However, not all employees possess the ability or willingness to learn.

• Recognizing when an employee is incapable or unwilling to meet expectations allows managers to make necessary changes, contributing positively to the business environment.

Operational Managers: Roles and Challenges

• The operational managers' department (OM) handles diverse tasks ranging from office supplies procurement to resolving complex employee relocation issues.

• Being an operational manager presents significant challenges due to the variety of responsibilities that require high-quality performance under pressure.

• Successful operational managers must quickly adapt and demonstrate competence; those who thrive in this demanding environment often attract attention from higher management.

Talent Recognition and Internal Mobility

• High-performing operational managers become sought after by senior executives, indicating a successful alignment between talent development and organizational needs.

• A structured internal process allows for recognizing well-trained employees who are ready for advancement into other departments, enhancing overall company talent mobility.

• Employees transitioning successfully into new roles receive bonuses, reinforcing a culture of growth within the organization.

Common Mistakes in Employee Training

• One major mistake in training is attempting to teach unmotivated employees; if they lack interest, no amount of effort will yield results.

• Managers should respect their own time and energy by not forcing engagement with unwilling staff members; replacing such individuals may be necessary for team health.

How to Effectively Manage Employee Development

Importance of Listening to Employees

• The speaker emphasizes the need to listen to employees' perspectives, suggesting that immediate responses may not always be beneficial. Taking time for thoughtful consideration is crucial.

• Acknowledges that effective learning requires patience and engagement, highlighting a common mistake of rushing decisions without fully understanding employee input.

Adapting Management Styles

• Discusses the necessity for managers to adapt their management style from directive (pointing out tasks) to delegative (empowering employees), especially as employees grow in their roles.

• Warns against neglecting changes in employee capabilities; failing to adjust management styles can hinder employee development and lead to ineffective leadership.

Empowering Employees with Responsibility

• Introduces the principle of exchanging freedom for responsibility: as managers delegate more responsibilities, they must also grant greater autonomy to their employees.

• Encourages allowing employees the space to grow independently, likening it to leaving the parental home, which fosters personal and professional development.

Practical Assignments for Managers

• Suggests creating a list of job titles within teams and aligning them with career ladders or knowledge maps. This helps identify growth opportunities for each team member.

• Proposes a homework assignment where managers should gather ten instances of questions posed by employees and document their responses. This exercise aims at improving communication and responsiveness.

Reflection on Employee Engagement