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In the middle of the Mandovi River, late in the evening on a cruise in Goa, India, a troupe was
performing local dances. My partner nudged me in the middle of a dance routine we were watching
and pointed out a pair of dancers. They seemed to be going through the motions with little passion
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and interest. Like an obsessive itch you can’t give up, I would search them out in all the
performances that final evening and was fascinated with their fixed smiles and disinterested
moves. They trudged along, and presumably did their job — but it certainly wasn’t inspiring, and
they didn’t make others better.
We all have come across employees who meet the standard metrics. Like these two performers,
they arrive on time, they dress the part and they make the right moves, but something is missing.
And our usual key performance indicators (KPIs) of measuring goals would not fault these
performers. Yet, to the audience, they missed the mark completely. And then there are employees
who bring energy into their jobs and environment — the server who makes for a positive
experience in a restaurant or the gas station attendant who makes you feel that they value your
business.
Over time, managers and HR professionals looking to find that missing spark spend money and
time running “team-building,” “innovation” and “motivation” training programs. They build recognition
tools doomed to fail because they are not addressing the heart of the problem. Alas, there is no
silver bullet. Instead, let us get to the root of the problem through three basic approaches.
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Rajiv Burman heads human resources for Kronos in APAC and has more than 25 years of
experience in HR across North America, Asia, China and Australia with a focus on change
management and organizational design.
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