In the first module, we introduced engagement conversationsEngagement conversations are individualized discussions between a manager and employee focused on key motivators and obstacles preventing the employee from doing their best work., why they are important and when managers should be having them. In this module, we will cover how to prepare for the engagement conversation, effective listening strategies and tips for a productive discussion.

Preparing for your engagement conversation

Set aside 30-60 minutes for each engagement conversation. You can repurpose your existing 1:1 or schedule additional time with your employee.
Review the suggested engagement questions and supplemental question bank. Consider substituting questions or asking additional questions from the supplemental question bank if the suggested questions don’t resonate with you.
There is not a one-size-fits-all approach; you should tailor the experience for each employee. Consider your employee’s tenure, current scope, reflect on previous conversations, and potential risk factors.

Framing the engagement conversation

Before you get started, frame the discussion so your employee understands the purpose and goal of the conversation.

Setup
Follow-up

This may be an employee’s first time having an engagement conversation. Spending a few minutes providing context for the conversation will help both you and your employee get the most out of the engagement conversation.

Here are a few examples to help you get started:

“We can get so busy with our deliverables that we don’t make the time to…”
“Outside of project meetings, I don’t get the chance to hear…”
“I want to continue to see you develop at Amazon…”

Agree upon next steps including what to prioritize and when to check-in.

Reserve a few minutes at the end of the engagement conversation to identify:

1-3 actions intended to help drive employee engagement (e.g. attend org’s MBR 2 times a year to increase visibility, determine project to deepen a certain skillset, WFH once a week, identify a mentor).
The role each of you will play in driving actions.
Cadence for follow up as well as future engagement conversations.

Effective listening strategies

An effective engagement conversation is one where you and your employee are able to have an honest, open two-way dialogue about their motivations and things getting in the way of their best work. To do this, focus your time on listening and understanding your employee’s perspective.

Here are a few suggestions:

1

Remove distractions (e.g. phone, email, etc.)

2

Don’t interrupt; wait until your employee is finished talking before asking clarifying questions.

3

Avoid completing your employee’s sentences.

4

Focus on what is being said, not your response to the employee.

5

Be ok with silence, give your employee time to process the question.

6

Be aware of your own ; ask yourself: How are my personal experiences, beliefs or cultural and societal norms shaping my perspective?

7

Check for understanding – summarize and repeat back in your own words:

“What I’m hearing you say is…”
“You seem to be concerned about…”
“Sounds like you might have a…”

5 tips to conduct a virtual 1:1

1

Prep your tech
To avoid audio feedback, ensure that you have a headphone and mic.
2

Enable video and share screens
Enable video and share your screen so that you can both look at the same visual.
3

Look directly at the camera
Situate your screens on your laptop so that you can look directly at the camera during the meeting.
4

Signal that you are listening
Concentrate on the conversation and signal that you are listening through your body language and verbal cues such as head nods and verbal affirmations.
5

Remove distractions
To help you concentrate on the conversation, remove distractions such as your phone. Set your Chime to "Do not Disturb."

Engagement conversation tips

It’s important for managers to recognize they must tailor their approach to conducting engagement conversations with their team. To help you get started, below are examples of different styles and techniques managers use to prepare.

Meet Arshia

Hi, I’m Arshia. I noticed a downward trend in job satisfaction in my Connections scores. I plan to use engagement conversations as a way to help identify the root cause.

Arshia's tips for having a productive engagement conversation:

During our team’s monthly Connections review, I’ll share my plan to schedule engagement conversations with each employee as a way to identify themes impacting our team’s job satisfaction.

To promote a more relaxed atmosphere, I’ll offer the option to meet in the office or step out for lunch or a walking 1:1.

Prior to meeting with my team, I will review the effective listening strategies to ensure I’m doing my part in enabling a productive conversation.

Meet Jose

Hi, I’m Jose. Our team will launch a new product by the end of the year. We have an aggressive timeline and are heads down on the launch. As a result, my 1:1s have been consumed with deliverables and we’ve had little time for topics like individual development or job satisfaction.

Jose's tips for having a productive engagement conversation:

Since my team is already familiar with engagement conversations, I’ll send a quick email letting them know I plan to repurpose our next 1:1s for a follow up discussion.

Before each meeting, I will review the questions and identify which ones make sense to cover in our engagement conversation. Some questions may make more sense to some employees versus others.

Once I have completed all the engagement conversations, I will share overall themes at my next staff. We can action the themes that cut across the team.

Meet Julia

Hi, I’m Julia. My team recently grew from 6 to 10 people across three different locations. Since the team has grown, I’m feeling less confident I know what is important to each employee and how best I can support them. This is especially true for team members whom I don’t have the benefit of having impromptu exchanges with around the office.

Julia's tips for having a productive engagement conversation:

In my next staff meeting, I’ll introduce engagement conversations and let my team know as we grow I want to be sure I stay close to what’s important to each individual so I can best support them as their manager.

I will send the questions in advance to give employees time to think about potential responses prior to our meeting.

Though I will schedule engagement conversations with each team member, I will prioritize ones with employees who sit in remote locations.

Summary

Good things to know

Engagement Conversations provides a framework for managers to have an intentional conversation that is not focused on day-to-day work deliverables. A career growth discussion could be a possible follow up meeting out of the engagement conversations meeting. See this link for additional information on career growth planning.
With our bias for action it is easy to find yourself wanting to come up with solutions right away. Instead, ask the right questions to help your direct work through the problem on their own.
Your employee should be doing 90% of the talking. This allows the employee ample time to reflect on their aspirations and how they might get there.
Ask thoughtful follow-up questions, but do not react to negative feedback. Being defensive to the employee's feedback minimizes the effectiveness of the conversation.
Don’t feel pressured to come up with a solution on the spot; often time people just want to be heard. Let your employee know you’ll get back to them with a response/proposal.
You don’t have to be the expert on all topics that come up. Consider peer learning opportunities or helping your employee find a mentor(s).

Now that you are familiar with what steps you need to take to prepare and tips for a productive engagement conversation, the next module will provide guidance on how to leverage learnings to create an engagement plan.

Table of Contents

How to Have a Productive Engagement Conversation