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Managing Knock Your Socks Off Service, 3rd Edition by John Bush, Ron Zemke, Chip R. Bell

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Imperative 6

Involve, Empower, and Inspire

Involvement is the enfolding of an employee in the decisions as well as the work of the organization. Think about it. If two heads are better than one, what could happen if everyone who works for you focused their brain power on your biggest problem?

Involved employees willingly think beyond the rudimentary features of their jobs and take on the role of problem finder and solver. But involvement is a two-way tunnel. Employees who are encouraged to be part of a problem-finding, problem-solving, or new idea effort expect to have their ideas taken seriously. Any hint that an involvement effort is employee relations window dressing quickly kills commitment.

Empowerment is working with your people to enable ...

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