Making Engagement Matter at BTPutting engagement at the heart of your business agenda

Engaged People at BT

Cathy Brown, Engage For Success

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Operates in 170 countries

96,000 BT employees

130,670 with contractors

2009/10 revenues: £20.9 billion

Who we are: BT has a diverse workforce of 130,670 employees in 170 countries

North America

4,300

Latin America

770

UK88,200 Russia/

CEE400

Asia Pac 26,500

Middle East and

Africa200

Western Europe10,300

BT organisation

BT Retail *BT WholesaleBT Global Services * BT Operate *BT Design and Innovate*Openreach

* Global operations

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The Journey: Getting our engagement agenda established

Common approach

Listen to people

Learn from people who are engaged

Set clear expectations

Educate and supportkey stakeholders

Emphasise achievement

Remove the barriers

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Embed in everything you do 8

© British Telecommunications plc

Listen to people

Every manager with a team of 50+ gets engagement feedback every 3 months

50,000 people tell us what it feels like to work at BT

PlanPlan

DoDoUpdateUpdate

ActAct CheckCheck

Set clear direction, priorities and build plans

Involve people in developing these plans

Check in with them often to ask how things are going.

Adapt and improve the plans based on the teams feedback

“You said….We did”Recognise and celebrate achievements

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Engagement is a key part of every manager’s job standard

Set clear expectations

• People manager training• Common standards• Engagement a key criteria in performance and development• Engagement Toolkit

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And help people stay fit and well to build resilience

Remove the barriers

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Quarterly conversations with people about our business priorities

• Stories , roadmaps, conversations• Focus on the future• Difference is You theme linked to values• Olympic athletes inspiring people with positive

thinking and performance tips• Connect people to strategy • Celebrate achievement• Key role for people managers• Emphasise desired behaviours• Manager toolkits, podcasts

Educate and supportkey stakeholders

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Our Olympic involvement is building pride

BT’s ambition is to extend the London 2012 legacy by inspiring and supporting people to change the way they live, learn, work, do business and travel to create a more sustainable society.

Emphasise achievement

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BT people are volunteering to help local communities

Coaching for LifeCommunication Triathlon

Cleaning River Banks around the Olympic Park Over 1200 BT people have volunteered

Embed in everything you do

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Questions?