A colleague sent me this article from the Studer Group called “The Long Goodbye”. It caught my eye because it formalized something I’d been considering for a long time: When someone decides to leave his or her company, it’s rarely an immediate reaction to a shockingly negative experience. On the contrary - it’s often the delayed result of an experience that “left a bad taste.”

The article tells the story of a nurse who applied for a position for which she was ultimately not selected. What left the bad taste was not that she didn’t get the job, but rather that she found out that she wasn’t selected when the new hire was announced and it wasn’t her.  That’s an understandably difficult blow. If your organization doesn’t have enough respect for you to talk to you personally in such a case, why would it be reasonable to invest your loyalty in it?

Now, such an occurrence doesn’t mean the nurse is headed out tomorrow – but “will she return calls from another organization if called? Yes. Will she look online for openings at other organizations? Most likely. Will she leave? Yes, if something doesn’t happen to retighten her loyalty.”

The negative experience plants a seed of discontent that may one day grow into full blown rejection. So how do you avoid alienating your employees like this? The article first suggests a specific communications program for employees who aren’t selected for promotions -but that seems to me to be a point solution. The second suggestion is more appropriate: talk to your employees.

I was sent this article written by Joe Torre, the manager of the New York Yankees, that was recently published in BusinessWeek. Now, regardless of what you think of the team, you have to admire Joe. Just being able to remain the manager of the Yankees for this long while working for George Steinbrenner has to give you some insight into the man’s pluck.

The truth is that he’s a very insightful guy with real heart (somehow in my mind, I always envision him crying after winning something), and in the article he shares some of his thoughts on managing talent. In part, he talks about how he uses one of the team’s worst moments (letting the Red Sox take the momentum, and the world series, away in 2004) to motivate his people to always be ready. But he contrasts that motivational technique with a keen understanding of the fine balance between emotionality and competitiveness. A quote:

These days it is so important for a CEO, or any manager, whoever it is, to be aware of his or her personnel. We are in an age of computers, and everything is so damn impersonal. But in the end, it still comes down to people. You have to make people feel necessary. Even if their contributions are minor, it adds to everything else. That’s what makes the machine work. I love players with heart, not necessarily emotion, but those who deep down are driven by something more than mind and body. I don’t play favorites. The 25th member of the squad is just as important as the first guy. And I can’t let my own emotions get in the way of competing. I have had to release guys I loved, and keep players I didn’t necessarily care for.

According to this survey, more than 66% of workers describe their jobs as a source of “personal fulfilment.”

Wow, that’s fairly remarkable.

But just when you think you’re getting somewhere on this whole engagement thing, they hit you with: “the survey also confirmed that work remains simply a way of making a living for many people. Half (51%) said their work was ‘a means to an end’.”

And……we’re back where we started.

So while work can be fulfilling, most people would also rather be doing something else. I guess that rings pretty true. What do you think?