CIOReview | | 19 JULY 2024By Jeremy Markey, Director of CS Operations / Workforce Experience, Hunter DouglasWe've all read a lot of content on how to get our staff to be engaged. After 25 years of this I've come to the conclusion you can't get your people to be engaged. You either hired an engaged active person or you didn't. It's our job to avoid causing disengagement.Let me take you back to when my children all still lived at home, 12, 9, and 4 years old. Not to brag, my kids are good kids. Kind, respectful, and give me just the right amount of lip. And they were these good kids except when we'd drive somewhere. It almost didn't matter where we were going. No matter how excited my children were to go, in the car it was a fight.Aspen touched me! Zidane farted! Hunter won't stop looking at me! No matter what I did I could not get them to behave in the car. At one point it got so bad I wanted to pull over and perform a roadside exorcism in the middle of rush hour. Yet as soon as we get to our destination, everyone is fine again and back to being good kids.My wife and I were looking to upgrade our family car from the Toyota Camry. We test drove a handful of SUVs and my kids were a handful each time. It was nice when the dealership wouldn't send the salesmen along with us, less to explain and apologize for. My wife convinced me to test drive a Honda Odyssey that was right at the top of our budget and immediately my kids were well behaved. No fighting, no yelling, no exorcism needed. We bought the minivan immediately. Having the space to be separated between two captains chairs and a back bench instead of being squished together in the back of the Camry was all my kids needed to be themselves.The lesson is that my parental management wasn't the issue. My children's behaviors were a product of the system (the Camry). Nothing I did was going to change the disengagement and discontentment of my children as long as they were in the wrong system. Once I changed the right things in the system I got the behaviors no other parenting technique or set of consequences could get for my wife and I. I learned that if you get a behavior from the majority of the people the majority of the time the problem is most likely the system not the people or the management.ONE WAY CONTACT CENTERS CAUSE DISENGAGEMENTCXO INSIGHTSJeremy Markey
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