How can we create greater employee engagement?

Teach employees to take initiative. Taking initiative implies the ability to facilitate problem-solving. The mantra “There’s nothing I can do” means employees don’t recognize their power to help clients solve problems. They hand off the problem and never follow up. Problem solving is not part of their job. Make it a standard protocol that whoever learns first about the problem is required to follow up on the problem with the person who registered the complaint. Then recognize and reward initiative.

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