The curious case of the object and subject of Employee Engagement

"You should join us only if you fall in love with our company”, said the HR Head to a group of summer interns from premier business schools.

“I don’t think my exit should be considered as attrition; the company that I am leaving is very different from the company that I had decided to join”, said the OD Manager during his farewell.

I heard these statements quite some time ago. But they pop up in my mind whenever I think about employee engagement. The first statement (made by the HR Head), makes me think more about the appropriateness (or the lack of it) of the various metaphors used to describe employee engagement. The second statement (made by the OD Manager)  makes me wonder who or what exactly is it that the object of employee engagement and if employee engagement is a one-way street. Let’s explore these in a bit more detail in this post!

Employee engagement is a concept that is very popular these days as there is a significant amount of research that indicates the positive impact that employee engagement can have on business performance. Yes, like many fashionable things, employee engagement often gets trivialized into (‘fun and games’) activities that misses its core (See ‘Employee engagement and the story of the sky maiden’ for more details). While there are many definitions of employee engagement, a ‘strong emotional connect’ that leads to ‘discretionary effort’ is the central theme in most of these definitions. Also,  it is this ‘strong emotional connect’ that is one of the key underlying factors in the two statements that we started this post with!

Let’s start with the statement of the HR Head. He definitely had a point. Any transition to a new organization (especially when it is from campus to corporate) will have its own share of frustrations and if one develops a strong emotional connect to the organization (during the summer training, in this case) it becomes easier to overlook these frustrations.It also helps in not getting distracted at the workplace. The metaphor he used (that of falling in love, in the romantic sense of the term ‘love’) has remarkable similarities with the ‘strong emotional connect’ that we found in the definition of employee engagement sense. Yes, romantic love is a great enabler for 'pair formation' (and for recruiting one into the organization). Yes, this type of love can also lead to the employee putting in discretionary effort. 

The main problem is that people fall out of this kind of love, that too fairly quickly. To put it in another way, while it is a great enabler for pair formation, romantic love is not so effective when it comes to 'pair maintenance'. Also, as we have seen earlier in ‘Appropriate metaphors for organization commitment’, metaphors that are used to talk about the ‘employer-employee’ relationship often create complications because a metaphor is not an exact comparison and hence inaccurate/misleading meanings and assumptions creep in into our understanding of the relationship. Of course, metaphors have tremendous rhetorical value and hence leaders are tempted to use them for ‘motivating’ the employees (Please see ‘The Power of carrot and stick’ for a discussion on if there is any difference between motivation and manipulation)

Falling in love can lead to attachment or even possessiveness which can be counterproductive (see ‘Passion for work and anasakti’). Also, if the employee falls in love with the organization (and the organization doesn’t fall in love with the employee), it can lead to an exploitative relationship. Love that is not reciprocated often turns into hurt and hate very quickly!

Yes, there are other definitions of love, like the one Scott Peck uses in 'The Road Less Traveled' ('extending oneself for the spiritual growth of another') that can lead to discretionary effort without the complications mentioned above. But, those types of love are not something that someone can 'fall into' as it requires aspects like a higher purpose and conscious decision-making. 

This brings us to the interesting discussion on if it makes sense to (re)define engagement as conscious decision that the employees make instead of being an emotional reaction/outcome of emotional connect. While this sounds promising, this type of engagement (which is a deliberate decision) might not so easily lead to discretionary effort if the returns of that discretionary effort (which can very well be in terms of satisfying the higher order needs like esteem or self-actualization in the Maslow's hierarchy in addition to satisfying lower order needs like physiological and safety needs that are usually met by salary and job security). 

Yes, I have heard employees making statements like "I keep myself engaged regardless of what the organization does or doesn't do", though I am not sure if they used the term 'engagement' in the sense of discretionary effort (or just in the sense of keeping oneself focused on one's job). If it is the promised 'magic of employee engagement' (creating something out of nothing, like getting extra work done without paying anything extra for it) that get employers excited about employee engagement, then this definition can create complications! 

Now let’s come to the statement made by the OD Manager. Here the key issue is ‘what exactly is the ‘company’ that the OD manager was referring to when he talked about 'the company he joined' and 'the company that he was leaving'?’’ Is it the legal entity, is it the company brand , is it the products and product brands, is it the immediate manager, is it the team, is it the senior leaders, is it the CEO, is it the some higher purpose (other than making money) served by the company or is it the way get things get done in the company (company culture)? Most of the studies indicate the 'immediate manager' as the most important player in the game of employee engagement. But it could also be because the manager represents the organization for the employee and the organization's 'sins' are often incorrectly attributed to the managers (like when we say 'people leave managers and not organizations'; see 'Blame it on the managers' for more details). So, when it comes to the object of employee engagement, there are many possibilities and also many combinations of these possibilities!

If we examine the above list of possibilities (objects of employee engagement), we will find that most them can change and that some of them do change frequently in many organizations these days. This also indicates that the loss of social capital/breaking of working relationships during reorganizations can have an adverse impact on employee engagement. Again, it is possible that the employee’s preferences/factors that engage the employee changes during his/her tenure in the organization. So there are many moving parts here, on both sides of the equation, and that makes keeping the employee engaged quite challenging. Hence, employee engagement becomes a continuous activity and it requires a deep understanding and careful management of the evolution of the psychological contract!

 At a more fundamental level, the issue here is about the 'reciprocity' aspect of employee engagement. Why is it only about the employees feeling emotional connect to the organization (and putting in discretionary effort)  and not also about the organization reciprocating the feeling (and going out of the way to do something for the employees). Yes, as we have seen in the above paragraph, the 'object' of employee engagement can vary and hence the issue of who or what exactly is the 'organization' that is supposed to reciprocate  can further complicate things. May be, we can just say that all those who benefit from the the discretionary effort put in by the employee should reciprocate. While it is very clear that employee engagement benefits the organization, it is not very clear if it leads  to employee happiness or even employee satisfaction in the long run. 

So what does all this mean? To me, (employee) emotions are precious (or even sacred) and they should not be trifled with. Yes, emotions are also highly powerful in driving discretionary effort and they can lead to remarkable (business) results. So, organizations should engage the emotions of the employees only if they are willing to reciprocate (in terms of going out of the way to care for the employees in various ways depending on the context). If the idea is just to increase performance or to create accountability, there are other ways (that works on rational commitment and are well within the scope of the employment contract without getting into the domain of psychological contract) like goal alignment, performance management, gain sharing plans and performance linked incentives that can align the interests of the employer and the employee and hence address the 'principal -agent problem' (see 'Of owning and belonging' for more details). 

Hence, we should leverage the power of emotional connect (and the discretionary effort that comes from it) only if we are willing to look at employee engagement as a relationship (and hence a two-way street) and are able to consistently respond in a manner that respects and nurtures the relationship! Otherwise, we run the risk of the (perceived) intent of our employee engagement efforts resembling that which is often depicted in the cartoon strips on employee engagement (e.g. tricking the employees into 'gladly putting in extra effort without getting paid anything extra in return')!

Any comments/ideas?

Job and identity

Recently, I left the job that I had been doing for the past three years and took up a different type of job with another organization. I also got the opportunity to take a 3-week break in between - the first in my career that I have done so. I spent most of this time outside Bangalore - with some of my close relatives. This also meant that I met a lot people (the friends/relatives of my relatives) - and I was meeting most of them for the first time. One side effect of this was that I had to answer the question "So Prasad, what are you doing now?" - roughly 3 times/day - about 40 times in total, over a two week period.

Initially, I tried the answer "I am on vacation" - but that did not seem to work. People would wait for me to say more and if I did not say anything more they would ask me something like "What do you do for a living?". To this I tried to give the answer "I work mainly in the area of Organization Development". But even that answer did not seem satisfactory. Sooner or later people would ask me "Which company do you work for?". To this I tried answering "I am in between jobs" (or "I am taking a break") - but this also did not appear to work well (and sometimes this answer elicited a confused and/or sympathetic look/expression also). So finally I was forced to answer "I was working for company 'C1' till date ' d1' and I would be joining company 'C2' on date 'd2' ". While this turned out to be 'satisfactory answer' (from a social perspective), I did feel quite uneasy.

My uneasiness was mainly at two levels. At the 'social level' I was bothered about how would I have handled this question if I was not in a position to say that "I would be joining company 'C2' on date 'd2' ". At more personal level, I was wondering whether I can articulate a clear answer (just for my own consumption) to our initial question ("So Prasad, what are you doing now ?"), without referring to any of my employers (past, present or future!) or to the job titles. After I thought about it for a while, I felt that uneasiness at the first level was not a very important - as it was arising mainly from 'social desirability' and 'norms of polite communication in a particular social group' - and hence it should not bother one unduly so long as the 'economic viability' angle has been taken care of. The uneasiness at the personal level was more difficult to address. Once I resisted the temptation to 'destroy the question' by resorting to philosophical answers (e.g. one should be bothered about 'being' as opposed to 'doing'), the real issue became "Have I wrapped my identity too much into my job/career ?". I feel that this is an important question that needs to be looked at more carefully.

There are conflicting trends operating here. On the one hand, many of us spend a very large part of our waking lives at work. Many of the jobs are very demanding and they occupy a lot of our 'psychological space' - much beyond office space and office hours. Our 'passion for work', might make work and the achievements at the workplace very important for us. It has also been argued that in an environment where the role holder has the opportunity to shape the role to a large extent (and/or where people are expected to be responsible for managing/developing their careers), role identity and career identity are essential for success/effectiveness. On the other hand, these days many people routinely change jobs or even change careers. Again, often people are forced out of their jobs and careers by organizational changes(right sizing, restructuring etc.). Thus, if your identity is wrapped up in what you do, a change of job or a change of careers (especially if they were forced on you) becomes traumatic (much more so in the case of a job loss).

So where does this leave us? Developing and understanding our identity as individuals is essential for personal effectiveness. This would serve an anchor point for us when everything around us are changing. While job and career identities are useful from a job/career effectiveness/success point of view, they can't define who we are as individuals. Jobs and careers are like the cloths that individuals wear and change. Just as we can't let our cloths define us (though some of us might choose to express some aspects of ourselves through the way we dress), we can't let our jobs and careers define us completely. So it is very important for one to examine one's current definition of oneself and if the results don't show anything beyond job and career identity, it is time for investing significant time and effort for expanding the boundaries of those definitions. Of course, developing and understanding our identity as individuals is a lifelong process.

By the way, there is another reason for being careful about this 'sense of identity wrapped up in job' . It has been argued that 'sense of identity wrapped up in job' is one of the factors that could predict the risk of violent behavior at the workplace. So now the relevant questions are - "Are you at risk ?" and "Are you a risk ?" !!!

Related Link: HR carnival at Strategic HCM blog

Passion for work and anasakti

" People here are not passionate about their work. If you ask them to do something more, they start speaking about their deliverables, resource constraints and work-life balance. People should show passion for their work and they should be willing to work beyond office hours and on weekends to go beyond their job descriptions", said the senior HR professional. I did not know how to react to this immediately. There were many themes and assumptions (in addition to many emotions!) in his statement. I needed to think through this before I could come up with a reasonable response. So I just shook my head (in an ambivalent manner !) and tried to change the subject of the conversation.

Now, if you have been in the corporate world for some time, it is highly unlikely that you would have been able to avoid hearing these kinds of statements about 'passion for work'. While most of these statements are made in the context of 'motivational speeches' (without any concrete action points on this 'passion for work'), this is not just a 'philosophical' issue. It has been observed that while 'passion for work' might or might not have a significant impact on actual job performance, 'perceived passion for work' is an important factor in selection decisions. Of course, we have more fundamental issues here - like 'how exactly do we define passion for work' and 'what are the behavioral manifestations of this passion for work'. To begin with, I don't agree with the assumption made by our senior HR professional that 'passion for work can't be demonstrated during normal office hours'!

While the connection between 'passion for work' and job performance seems logical (though I am not sure how much empirical evidence is there to support this), I do wonder if one can do anything to develop/enhance 'passion for work' in oneself and/or in others. It appears that it is very difficult to train/'inject'/'program' this 'passion for work' into anyone (including oneself !)- especially on a sustainable basis. 'Passion for work' seems to be a byproduct of more fundamental things like meaning, purpose, talents, basic personality orientations etc. (Please see 'Employee engagement an the story of the Sky maiden' for a related discussion). So it appears that 'passion for work' is more like something that we can discover/re-discover and help others to discover/re-discover (as opposed to something that we can directly create).

While this seems promising, we might find it difficult to align the 'passion for work' that we have 'discovered' to the immediate job requirements/context - as passion for work might not be bothered about 'minor' things like job descriptions!. May be we should 'let our passions find work that meets them' rather than the other way around. Of course, this is not a simple task - either for the individuals (in terms of actually finding such work - over the span of an entire career) or for the organizations (in terms of developing/maintaining the flexibility required - in organization design and in talent management).

This could explain why our senior HR professional came to the conclusion (based on many years of experience in the corporate world) that passion for work requires working beyond normal office hours. However, the problem with this approach/conclusion is that it tries to work around (and even perpetuate) a problem rather than trying to solve it. From both 'organization effectiveness' and 'personal effectiveness at work' points of view it is worth trying to solve this problem - though it would involve significant amount of effort. By the way, it can also be argued that since passion for work is not easily trainable, using 'demonstrated passion for a particular type of work/job' as one of the selection criteria for that job is not a bad idea - especially if we can find a reliable way to define/ assess it (e.g. formulating a definition in terms of its behavioral indicators in the particular context and using targeted/behavioral interviews based on those indicators).

Another aspect that intrigues me is the possibility of 'undesirable side effects' of this 'passion for work'. For example, I do wonder if 'passion for work' comes as a package deal - along with complications such as too much attachment to the task/job/position, tendency to attempt for local optima (at the task/individual level results) that might not add up to global optima (at the team and organization level results) etc. On a more philosophical plane, this discussion has similarities with the discussion on the fundamental issue of 'whether happiness and sadness are a package deal' (i.e. "can one be 'emotionally open' to feeling happiness while being 'emotionally closed' to feeling sadness" or "can one reduce one's sensitivity to sadness without reducing one's sensitivity to happiness"- assuming that the person has no major psychological disorders !).

So is there a type of 'passion for work' that is does not involve attachment? There does exist such a concept (in yogic literature) - anasakti. While anasakti is sometimes translated as 'detachment', the true meaning of anasakti is closer to 'non-attachment'. Actually, there are three related terms here - asakti (attachment), vairagya (detachment) and anasakti (non-attachment). Non-attachment is acceptance of situations (and responding to them adequately) without getting emotionally affected by them. This is similar to the ideas of 'being in the world but not of it' and of 'engaging in tasks, yet not being concerned with rewards involved'. It is also interesting to note that anasakti has similarities with Scott Peck's definition of true love. A person high in anasakti carries out tasks (as a karma yogi) with a sense of responsibility and task enjoyment without any additional expectation (while this person does not refuse to enjoy the 'fruits of his labor', he/she does not get hooked on to these conveniences).

I must say that there is a huge difference between finding the concept of anasakti and implementing the same successfully in work-life (as a model of the ideal type of 'passion for work')! Finding a term that describes what we are trying to achieve, does not automatically enable us to achieve it. However, we can get some useful ideas from the thoughts/experience that have already been developed around the term (though in a slightly different context) and this in turn might help us avoid 'reinventing the wheel' in some aspects. So our quest for finding and implementing the ideal type of 'passion for work' continues.

Any comments/thoughts/ideas ?

Note1: In this post, I haven't really tried to define 'passion for work'. There are essentially two reasons for this. 'Passion for work' is essentially an internal phenomenon (more like a feeling) and internal phenomena are 'better experienced than defined'. The exact nature of the feeling can also be highly individual-specific/personal. Hence any formal definition given in the post can create some sort of a 'disconnect' in the minds of some of the readers - as some parts of the definition might not match with their own tacit/intuitive personal definition. Hence by using the phrase 'passion for work' without defining it I was trying to prompt the readers to use their own personal/intuitive definitions of 'passion for work'. Now let us look at the second reason. This post was focusing mainly on the implications of 'passion for work'. Hence I was concerned that dwelling too much on the technicalities of a formal definition could shift attention away from the main focus of the post. Of course, this approach would work best when there is quite a bit of 'common ground' among the personal/intuitive definitions and when we are concerned more about the implications of 'passion for work' (especially for particular individuals) as compared to 'passion for work' itself.

Now that we have got the reasons and rationalizations out of the way, let us look at some of the common themes/terms/phrases/definitions associated with 'passion for work'. One of my favorites is 'spark in the mind' - that a person brings to work (and that makes him/her look forward to coming to work!) - that encourages him/her to care deeply about the work and to put in his/her best - and even to approach work as an act of love . We can also try to define 'passion for work' in terms of its typical behavioral manifestations - increased energy, creativity, commitment etc. This bring us to another term related to passion for work - enthusiasm - to be inspired . If we look at the original roots of the word enthusiasm (en + theos = 'in god' or enthousiazein = 'to be inspired by a god'), it is not difficult to arrive at the 'work as an act of worship' idea associated with 'passion for work'. Another related dimension is 'finding/ experiencing deep meaning in the work that one is doing ' - in the work itself and/or in terms of one's work contributing to a worthwhile objective (in the 'laying bricks - building the cathedral' sense). Since we are also speaking about anasakti and non-attachment, it is important to avoid any undue attachment to these objectives/goals - even while being inspired by them!.

Hence, 'being inspired, caring deeply and feeling an intense connection (or even 'oneness') with what one is doing - without developing any undue attachment' is the closest that I can come at this point to a definition of the kind of 'passion for work' that I am talking about here. Quite a tall order, I must say!

Note2: As I have commented here, I feel that 'passion’ is closely related to meaning and purpose. Yes, if one is passionate about something, one will be willing to stretch/extend one self (‘suffer’) for it. Interestingly, this again takes us very close to another aspect of Scott Peck's definition of 'true love' that was mentioned earlier in this post(Etymologically speaking, the origins of the word passion can be traced back to the Latin words pati (to suffer/endure; the word 'patience' also has similar roots) and passus(suffering). But it is ‘meaning’ and ‘purpose’ that take ‘suffering’ into the realm of ‘passion’ (as in 'Passion of the Christ'). After all, there is a lot of meaningless (neurotic) suffering in the world, in addition to meaningful (passionate) suffering.