IN CRISIS, HERE’S WHAT
EMPLOYEES WANT MOST
BY DOUG CLAFFEY
ENERGAGE
In times of change, when is
it best to solicit employee feedback?
Company leaders should
ask themselves – and their
leadership team – two questions:
• Do you care what your
employees think?
• Does it matter what your
employees think?
The first is a heart question,
and the second is a head
question. How leaders answer
these two critical questions
will determine if and when to
survey employees. Don’t do it if
the leadership team isn’t ready
to take on that feedback.
Leaders should realize they
will always get negative feedback.
And in a time of great
challenge, they will probably
get more of it. But they also are
likely to receive some really
inspiring positive feedback.
People will step up to great
challenges as a team.
Negative feedback is part
of the human condition. Some
entrenched negative folks are
going to provide that feedback.
They’re going to see any challenge
as an opportunity to turn
up the volume. Leaders need to
parse through the employee
feedback, particularly around
unstructured comment feedback.
Pick from that what is
constructive negative feedback.
Also, choose inspiring positive
or constructive positive
feedback. Then use it to make
informed people decisions that
factor into strategy. The negative
feedback is always going
to be there. Choose whether
you ignore it or look at it in the
proper context.
How do you communicate
around the feedback you receive?
First, it is important to
share the context. Share the
areas where your organization
scores highest, and also share
where you have the greatest
opportunities and challenges.
Second, it’s really good
practice to pick a representative
positive comment (or two)
that channels the positive energy
in the organization and
then share it verbatim. Offer
one action you’re going to take
St. John’s Episcopal Hospital awarded
top honors for heart and stroke care
TIMESLEDGER | QNS.20 COM | OCT. 16-OCT. 22, 2020
as a result of that feedback.
Choose an action that has company
wide benefits.
Here are some examples of
mission-critical insights you
can gain from employee feedback:
Uncovering technology
challenges is an example of a
relevant insight you can gain
through employee feedback.
Often, employees on the front
line know where there are
struggles, but the information
doesn’t get up through normal
channels. An employee survey
surfaces things like this right
away.
In a time of great challenge,
pressures on new managers
are significant. Often, they
don’t want to share that they’re
struggling, but the people on
the team are aware of it. An
employee survey will bring it
to light.
Veteran managers who
work well in less-stressful
times can crumble under the
weight of pressure. Use a survey
so management can take
action before it turns into a
truly difficult problem. Employee
feedback gives you that
early warning.
Doug Claffey is founder of
Energage, a Philadelphia-based
research and consulting firm
that surveyed more than 2 million
employees at more than 7,000
organizations in 2019. Nominate
your company as a Top Workplace
at amny.com/nominate.
BY QNS STAFF
St. John’s Episcopal Hospital has
again been recognized for it’s stroke
and heart care.
Receiving the American Heart
and Stroke Association’s “Get With
The Guidelines” award, the hospital
has been recognized for providing
high performance treatment for
stroke and heart patients.
While this is the fourth consecutive
year that the hospital has been
recognized for its stroke care, it’s
the first year it’s won the achievement
award for heart care and has
ranked as “high performing” in
COPD by U.S. News & World Report.
“We’ve managed to successfully
integrate the Get With the Guidelines
criteria and metrics for heart
failure and stroke care into our
clinical practice to achieve the best
possible outcomes for our patients,”
said Karen Gleason, the hospital’s
chief quality officer. “Attaining
these prestigious awards is reflective
of the tireless efforts and commitment
of St. John’s team members.”
Situated in Far Rockaway, where
heart disease is the leading cause of
premature death, the hospital has a
special focus on heart disease and
strokes.
“St. John’s Episcopal Hospital is
dedicated to providing the utmost
quality care to our patients,” said
Jerry Walsh, the hospital’s chief executive
officer.
“Implementing the American
Stroke Association and American
Heart Association’s Get with the
Guidelines initiatives provides the
tools and resources we need. This
allows us to track and measure our
success in meeting the evidencebased
clinical guidelines developed
to optimize patient outcomes,” he
St. John’s Episcopal Hospital Photo courtesy of SJEH added.
/nominate
