Featured Product
This Week in Quality Digest Live
Management Features
Huw Thomas
A long-awaited expansion of workers’ rights
Gleb Tsipursky
Quality professionals should test their intuitions before deploying internal and external quality initiatives
Alixandra Barasch
The key is keeping them alive
MSMEs are encouraged to uphold the highest standards
Roxanne Oclarino
More businesses are harnessing the power of projects to drive social and economic benefits

More Features

Management News
Sept. 28–29, 2022, at the MassMutual Center in Springfield, MA
EPM service provider excels in helping customers work with EPM products
It’s not exactly a labor shortage
Program inspires leaders to consider systems perspective for continuous improvement and innovation
Recent research finds organizations unprepared to manage more complex workforce
Attendees will learn how three top manufacturing companies use quality data to predict and prevent problems, improve efficiency, and reduce costs
More than 40% of directors surveyed cite the ability of companies to execute as one of the biggest threats to improving ESG performance
MIT Sloan study shows that target-independent compensation systems can be superior

More News



Different Job Types Demand Different Engagement Strategies

Make the most of each employee’s unique qualities

Published: Thursday, July 25, 2013 - 15:33

While the world was waiting out the Great Recession, managers and executives in the United States were gunning their engines. More than one-third (36%) of them were engaged in their jobs in 2012, up 10 percentage points from 2009. There’s no one right way to engage everyone—no one-size-fits-all approach.

It may be that executives and managers felt motivated and empowered by the challenges of leading and were ready to burn rubber when the economic turmoil settled down. Or maybe they just have more job security than those they lead.

Whatever the case, this example proves a point that extensive Gallup research has been showing for years: The type of occupation employees hold or the industry they’re in relate to engagement when studied at an aggregate level. Also, employee engagement can vary substantially from company to company, and from work group to work group.

Gallup has analyzed employee engagement results by various segments to help employers create innovative ways to meet their workers where they are. Recent studies conducted with various samples of the U.S. population show just how different employees can be. Used conscientiously, these data can help leaders make diversity a source of strength—rather than division—in their workplaces.

Professional workers have highest engagement; manufacturing or production employees are the least engaged

As noted above, managers and executives exited the recession with high levels of employee engagement; in fact, this group had the highest levels of engagement among the segments Gallup measured. Professional workers in general are at the higher end of the engagement spectrum and saw a modest two-point increase in engagement levels from 2009 to 2012.

Employees in manufacturing or production are the least engaged, possibly because the traditional management mentality in these industries tends to put process ahead of people. Still, their engagement has increased by six points since 2009. Workplace engagement is similarly low for transportation workers, but this group had a four-point increase from 2009 to 2012.

Engagement among service workers dropped by three percentage points—from 32 percent in 2009 to 29 percent in 2012. Flat consumer spending since 2008 has likely reduced growth opportunities for service workers, and some people may be taking service jobs out of necessity rather than choice. If so, they’re not as likely to be using their talents and qualifications, which can hurt their potential for being engaged in their jobs.

Click here for larger image.

Consider the following points:
• The service worker job category saw a drop in engagement between 2009 and 2012, a period when other categories gained momentum. Leaders should be concerned about this because most service workers interact directly with customers every day. When these employees are actively disengaged at work, they could be broadcasting their negativity to every customer they encounter. Leaders with customer-facing employees must evaluate their engagement levels and take action immediately to protect their customer relationships.
• Employees in manufacturing and production are the least engaged. Gallup finds that managers continue to be the most powerful influence on workers’ engagement levels, so investing in manager engagement tends to boost employee engagement—and this could be particularly helpful in manufacturing and production environments. So would remembering that people are more important and more complex than the machinery they operate.

Getting everyone engaged

This study does indicate that within certain industries, workers may have trouble being engaged, but that doesn’t mean they can’t do it. Gallup’s client database shows tremendous engagement success in every industry. Persistent, targeted attention on engagement at the enterprise and work-group levels can lead to growth, no matter what business a business is in.

The traditional approach to management suggests that leaders are better off treating all of their employees the same. Yet as human beings, employees are profoundly different from one another. Not only do employees’ job categories and industries relate to employees’ engagement, but so do highly personal attributes such as age, gender, generation, education level, and tenure. Managers need to evaluate whether they’re making the most of their employees’ unique qualities.

Managing a diverse group of employees in various types of occupations can seem like a daunting challenge. There’s no one right way to engage everyone—no one-size-fits-all approach—and engagement takes time. Even the best managers rarely see immediate returns on their engagement efforts.

But the best managers do recognize and understand the fundamental differences among their team members and the implications for the workplace. Great managers don’t duck diversity; they’re energized by its potential.


About The Author

Gallup’s picture


Gallup has studied human nature and behavior for more than 70 years. Gallup’s reputation for delivering relevant, timely, and visionary research on what people around the world think and feel is the cornerstone of the organization. Gallup employs many of the world’s leading scientists in management, economics, psychology, and sociology; and their consultants assist leaders in identifying and monitoring behavioral economic indicators worldwide. Gallup consultants help organizations boost organic growth by increasing customer engagement and maximizing employee productivity through measurement tools, coursework, and strategic advisory services. Gallup’s 2,000 professionals deliver services at client organizations, through the web, and in 40 offices around the world.