Professional Documents
Culture Documents
Sandy Chan
Michael Cornwell
Matthew Vogel
1
Catbert Understands
Employee Retention
2
Topics
Overview: Turnover and Retention
Truths About Turnover
How Do We Find Out What Is
Causing Turnover?
Employee Burnout
Succession Planning
3
Overview
What causes attrition?
How can agencies improve retention
rates?
What retention problems are unique
to the public sector?
4
Truths About Turnover
Adapted from Branham, Keeping the People Who Keep You in
Business
Truth #1:
Turnover
Happens
So focus on
keeping the best.
5
Truth #2: Some Turnover Is Desirable
6
Truth #3: Turnover is Costly
The cost of replacing a lost
employee, including productivity
cost can be between one and two
and a half times the salary of the
job in question.
7
Truth #3: Turnover is Costly
Turnover Costs Actual/Estimated Costs
Direct Costs:
Recruitment Advertising................. $______________
Applicant Expenses........................ $______________
Selection Testing........................... $______________
Medical Exam/Screening................. $______________
Background Check......................... $______________
Indirect Costs:
Employment Office Overhead.......... $______________
Orientation Time........................... $______________
Training Time................................ $______________
Reduced Productivity...................... $______________
8
Truth #4: Money is Not the Answer
In survey after survey, money ranks
far behind things like:
Meeting a Challenge
9
Truth #4:Money is Not the Answer
Agencies focused on retention will find a
way to:
10
Truth #5: Reasons Good People
Leave - Management
1. Management demands that one person
do the job of two or more.
2. Management cuts back on
administrative help, making professional
workers take on those tasks.
3. Management puts a freeze on raises and
promotions.
4. Management doesn’t give the rank and
file a sense of ownership.
11
Truth #5: Reasons Good People
Leave - Management
5. Management constantly
reorganizes and shuffles things
around.
6. Management doesn’t clarify goals
or decisions.
7. Management shows favoritism for
some employees over others.
12
Truth #5: Reasons Good People
Leave - Management
8. Management relocates offices to
another site forcing employees to
resituate their commute.
13
Truth #5: The Top Ten
Reasons Good People Leave
9. Management promotes someone
who lacks training or necessary
experience to a supervisory
position.
10. Management creates a structure
that has internal departments
competing against each other
instead of cooperating.
14
Truth #6:
Reducing Turnover Takes
Commitment
15
What Causes Attrition?
Hire the right people for the right
job.
XXXXXXXX
16
What are the differences between
the public and private sectors?
17
18
Interviewing
19
Learning to Stop Attrition
Climate and Satisfaction Surveys
offer direct feedback from current
employees.
20
The Art of the Exit Interview
In-depth questions reveal trouble
spots.
Avoid “top of mind” answers by
following up.
Ask if there is anything that might
be done to help a good employee
stay.
21
Offering Confidentiality
People leaving a job may not want
to risk burning bridges.
22
Interviews vs. Surveys
People are less likely to give candid
answers in person than in an
anonymous environment like a
survey.
23
Asking the Right Questions
Establishing Expectations:
25
Asking the Right Questions
Job Satisfaction:
26
Asking the Right Questions
Job Satisfaction:
1. What is your primary reason for
leaving?
2. What are you satisfied with?
3. What are you dissatisfied with?
4. Compensation
27
Asking the Right Questions
Open-ended Questions
Matrix Questions
28
Asking the Right Questions
Demographics:
Age
Sex
Position
Time-in-Service
Education
Next Step in the Career Plan
29
Acting on Answers
Employers need to act on interview
and survey results if they are to be
effective.
If employees perceive that answers
do not lead to action, they will give
up on the process. (Why go through the
trouble to interview or survey if you’re not going
to do anything with the results?)
30
Burnout In The
Workplace
Sandy Chan
Public Administration 700
December 7, 2006
31
Agenda
Definition of Burnout
Background
Myths
Why Is Burnout Important?
Causes
Signs
Implications
32
Burnout
33
Background
“Burnout” coined in 1980 by Herbert J.
Freudenberger
Academic roots in human services
Nursing/Medicine Education Eligibility Work
Law Enforcement Social work
Academia and private employers are
paying more attention to it as globalization
and technology are changing the
workplace.
34
Background
Globalization
Outsourcing, mergers, layoffs – Same/more
work to do by fewer people
A service-based economy rather than a
manufacturing-based one – more work based
on building relationships with others
Technology
E-mail, instant messaging, mobile
communication devices allow for a much more
demanding and fast-paced workplace
35
Myths
It is a problem and the responsibility of the
individual, not the workplace
Problems outside of work are interfering with
job performance
An attitude problem – always complaining but
not taking responsibility for one’s own actions
A sign of weakness, instability or misfit for the
job
36
Myths
An inevitable--but manageable--part of
working life
Personal problems call for personal
solutions – get rest, get help or get out
There’s not much an organization can do
to solve it
37
Why Is Burnout
Important?
Burnout is costly to individuals and the
workplace
Reduced productivity due to poor morale
Employee sickness
Employee backlash in the form of
sabotage or theft
Potential loss of best employees – those
who care the most tend to burn out first
38
Why Is Burnout
Important
Workers compensation, law suits
The spending of time and money for
recruiting & training
Public relations problems & lost
business
The future of the
company/organization and society
39
Wayne State University School of Medicine, 2004
40
Causes
Work overload
Lack of control over work
Insufficient Reward
Breakdown of Community
Absence of Fairness
Conflicting Values
41
Signs
Anxiety
Sleeplessness
Sickness
Irritability toward colleagues and
family
Cynicism
Depersonalization
Thoughts of leaving the job
42
Implications
Not an individual problem – it’s a
workplace problem
Employees want work that is challenging
and rewarding, but when the environment
is conducive to burnout, employees will be
able to put less and less energy into their
work.
Show appreciation for work done and
reward accomplishments
Allow employees flexibility and autonomy
over their work
43
Implications
Ask for employee input about changes or
disturbances before implementing them
Mentality should be “An ounce of
prevention is a pound of cure” instead of
“If it ain’t broke, don’t fix it.”
Resolution will have to constantly evolve
as the workplace evolves, so effective
communication is key.
44
45
Planning for the Future:
Succession Planning
Michael Cornwell
PA 700
Fall 2006
46
Succession Planning
“The King is dead. Long live the King!”
Human resource management strategy
aimed at mitigating organizational loss
incurred by retirements and other forms
of separation through HR forecasting.
Identifying and grooming candidates for
key positions through career path
development, coaching, and mentoring.
Also refers to large number of separations
through mass retirement.
47
48
Demographics
Baby Boomer: 1946 - 1964
29.4% of eligible workforce*
Generation X: 1965 - 1975
14.2% of eligible workforce
Generation Y: 1976 - 1999
less than 6.7% of eligible workforce
49
Demographics
50
*Please insert Retirement
Pencil joke here
51
Retirement
Social Security full retirement age ranges from
65 to 67, depending on year of birth.
Public Safety occupations often allow
retirement at an earlier age.
• Example: Police and firefighters in SF can retire at age 50.
Baby Boomers currently ages 42 to 60.
U.S. life expectancy*:
• Male - 75.02 years
• Female - 80.82 years
52
Impact on Public Sector
53
Coping with Labor
Shortages
Women in the workforce
Immigration
Re-thinking immigrant labor
Delayed retirement
Incentives to remain in workforce longer
Reduced pension/benefits packages
54