Four Core Principles of Engagement

1. Manage by outcomes, not behaviors - In other words, although the end remains constant, the means to achieve that end will inevitably vary between individuals.
2. Liberate, don’t legislate - The most dramatic increases in productivity occur when companies allow workgroups to choose their own initiatives and focus on them. Anything that makes employees passive viewers instead of active participants in the employee-customer encounter is counterproductive.
3. Engagement is for everyone - The ability to capture the heads, hearts, and souls of employees and instill an intrinsic desire and passion for excellence.
4. All politics is local - Companies cannot dictate employee engagement from corporate headquarters. They must manage engagement locally. To this end, the local manager is the single most important factor in local group performance.