The Engagement Cycle

Engagement is nothing other than investing energy to solve the problems of (internal or external) customers.

Engagement arises when something comes back in return. The best thing employees can experience is self-efficacy: the experience that their own effort delights a customer. This leads to a form of satisfaction that refills the energy tank. (Note: True satisfaction does not come from the manager!)

When the purpose of the work is called into question, it acts like a self-discharge: the energy is consumed by ruminating. The technical term for this is resignation.

Engagement cannot be mandated — it arises when the conditions are right (see: Leadership Model).