Discover various 'Moments That Matter' in employee experience. Learn how to identify them, leverage for engagement, and understand their impact in 2023
Ever felt baffled about why your employees aren’t as engaged as they could be, despite your best efforts? It can be a bit like trying to solve a puzzle with missing pieces. But here’s the secret sauce - focusing on the "Moments That Matter".
So what exactly are these moments that matter!
Simply put – They are key instances or experiences in an employee's journey at a workplace that significantly impact their outlook, engagement, satisfaction, and overall connection to their job.
There are various moments that matter and they all play a pivotal role in shaping your employee's experience. Some are easily recognized while others need a closer look. In this blog, we'll demystify these moments, categorize them and discuss how they can be turned into golden opportunities for employee engagement.
Lastly, we’ll uncover their impact on the overall employee experience. So grab your coffee, and let's dive in!
Not all moments are created equal, some may stand out while others could be as subtle as a whisper in the wind, easily missed. Recognizing these key moments, in all their diversity, is crucial in building a strong, engaging employee experience.
Let's explore the three main categories of these moments identified by the Institute for Corporate Productivity:
These are significant events that are easily noticeable and anticipated, like the job interview, first day at work, promotions, or even exit interviews. Here, a well-crafted onboarding course can set the tone for a new employee's journey, making them feel welcomed and valued from day one.
These are not as clear-cut as Obvious Moments but hold immense value when it comes to employee experience nonetheless. These are instances like not getting a proper response when employees ask for upgrade/repair of the workstations, or the annual report being published without any mention of values/culture/people.
Opaque moments result from an action or inaction from the organization's side.
Often overlooked, these are the seemingly never seen experiences. In Fact they are almost impossible to know if they have happened.
Picture a supportive chat with a colleague, or even the quiet satisfaction of solving a challenging task. An employee visiting the organization website and not finding their picture in their respective team section.
These moments, though less obvious, can profoundly shape an employee's work life.
But that's not all. Jacob Morgan, a renowned author and futurist has also shared his views on the categories of Moments That Matter. His take is a bit different from the ones we have seen above and it is based on the idea that “What matters a lot to one person, matters little to another.”
These are distinct instances that stand out in an employee's journey, like an employee’s first day at work, or the birth of their child, or their wedding/work anniversary.
These moments are specific to an employee, but when an organizational effort is made to recognize them it greatly improves the gratitude, loyalty and camaraderie the employee feels towards the organization as a whole.
These are the regular, continuous interactions and experiences that shape the employee's daily work life, such as engaging with their managers and colleagues.
When an employee has a good relationship with their team they are more likely to stay in the organization.
These are intentional moments crafted by leaders or the organization, like surprise appreciation events or team-building activities like Two Truths and a Lie, Building a Storyline and so on.
By appreciating employees at the workplace for something they have done reinforces their commitment to the organization and boost morale, while team building activities help foster strong bonds and relationships.
By combining all 9 of these types of moments that matter we get a much more comprehensive understanding of how and why they impact employee experience. Be it positive or negative, direct or indirect.
Every moment matters, but understanding their nature helps us to recognize, appreciate, and most importantly, utilize them effectively to enhance the overall employee experience.
NoIn the next section let’s take a look at how we can turn the identified moments that matter into opportunities for engagement.
Knowing about these moments is only half the battle. The real magic happens when we turn these moments, big and small, into opportunities for fostering a more engaged and satisfied workforce. Here's how:
The better you understand your employees - their goals, their passions, their challenges - the better you can anticipate and respond to their needs. Try to connect on a personal level and value them as individuals, not just workers.
For instance, managers could schedule regular one-on-one meetings with their team members, not only to discuss work but also to learn about their personal interests, hobbies, and aspirations. Also, implementing an "Employee of the Month"
Career transitions, like a new role or a big project, are Obvious Moments ripe for engagement. But don't forget the subtle transitions - new responsibilities or a change in team dynamics, for example. Identifying and supporting employees during these changes can create a positive and meaningful experience.
During a major project handover, the manager could arrange a formal introduction between the outgoing and incoming teams. This would not only smooth the transition but also help the new team feel supported.
Additionally, recognizing and supporting employees in subtle transitions, such as adopting a new technology, can show them that their adaptation efforts are valued.
Regularly setting and revisiting personal and team goals can lead to a plethora of Specific and Ongoing Moments. Achieving a target can serve as a clear point of recognition and satisfaction, fostering a sense of accomplishment and motivation.
Let's say a manager sets a goal for the team to increase quarterly sales by 15%. Tracking the progress together and celebrating when the goal is achieved creates moments of shared success.
On an individual level, an employee might set a personal goal to improve a skill. Their manager could support them with resources and acknowledge their achievement once the goal is reached.
By planning and developing employee development programs, both the organization and the employees reap multiple benefits. Employees get to improve their skill and knowledge which can be further put to use to benefit the organization.
Recognizing that Created Moments like team-building activities or surprise recognition events can make employees feel valued, be proactive in planning these occasions. They offer unique opportunities to boost morale and foster a sense of belonging.
HR teams could plan and schedule regular team-building activities, like a "Fun Friday" or a surprise team lunch. These moments break the routine and foster camaraderie among employees.
Events like these are not only for existing employees but they can also be planned for new hires by creating an engaging and eventful onboarding course for new hires.
For surprise recognition events, you might consider organizing a surprise celebration when a team exceeds their target or when an individual goes the extra mile.
Regular check-ins, whether it's a formal performance review or a casual chat over coffee, can create a series of Ongoing Moments that demonstrate that you care about your employees' well-being and progress.
A manager could set up a weekly team huddle to discuss updates and challenges, as well as a monthly individual check-in to discuss performance and aspirations.
These regular touchpoints demonstrate a genuine interest in the employees' progress and well-being, creating a positive and supportive work environment
Each of these steps is about seizing opportunities to connect, appreciate, and motivate. And the examples discussed above are just a few of many, the possibilities are endless. The key lies in being observant, proactive, and genuinely interested in enhancing the employee experience.
Improving employee engagement isn't a one-time event but a continuous process, built from numerous moments that matter. By understanding and harnessing these moments, you can create a work environment where employees feel seen, heard, and valued. And that, in turn, can lead to a more committed, productive, and satisfied workforce.
Let’s next look at the impact of these moments on the overall employee experience in our next section.
Just as each note contributes to the success of a symphony, each moment identified and turned into engagement contributes to an employee's overall experience. When orchestrated carefully, these moments can lead to a harmonious, engaging, and satisfying work journey.
1. Improved Engagement: When employees feel their work moments are recognized and valued, they are more likely to be engaged. They feel a deeper connection with the organization, fostering a sense of belonging and motivation.
2. Increased Productivity: Recognizing and leveraging moments that matter can lead to heightened productivity. When employees feel appreciated and involved, they are more likely to invest extra effort and deliver high-quality work.
3. Enhanced Job Satisfaction: Moments that matter contribute to an employee's satisfaction with their job. Whether it's a milestone celebration or a word of appreciation for a task well done, these moments can significantly boost morale and job satisfaction.
4. Stronger Employee Retention: Employees who experience positive moments are more likely to stay with the organization. By creating and emphasizing moments that matter, companies can enhance employee loyalty and retention.
5. Positive Workplace Culture: When an organization pays attention to the moments that matter, it can foster a positive and inclusive workplace culture. It shows that the company values its people, not just for their work but for who they are.
So, it's clear - every moment holds potential. By understanding the different types of moments, turning them into engagement opportunities, and recognizing their impact, we can help create a fulfilling, engaging, and productive work experience for your employees.
It's the small things that often make the big difference. After all, a symphony is only as beautiful as the harmony of its individual notes.