Latest findings from world's leading research-based management consulting firm highlight lack of employee empowerment in United Arab Emirates' workplaces, particular risk to consumer retail

Dubai, United Arab Emirates, 9th January 2012 - One in four employees in the United Arab Emirates feels completely empowered in their role, new research from Gallup Consulting Middle East and Africa reveals.

The latest findings based on global Gallup workplace studies between 2009 and 2011 highlight a lack of employee empowerment that could affect the future success of businesses in the United Arab Emirates. The research also shows the relatively low empowerment levels did not change much during the economic crisis, indicating empowerment issues are not solely dependent on the economic climate.

"One of the key areas where we see low empowerment having a major effect is the UAE consumer retail industry," said Ghassan Khoury, a managing consultant at Gallup Consulting Middle East and Africa. "As primarily a customer-facing industry, there are many touch points between the brand and the consumer. The service employees provide is make-or-break whether customers will return or recommend their brand."

Gallup's research also corrects a common misconception about empowerment in the workplace, Khoury continued. "It [empowerment] is not just the freedom to make decisions, but also having the time, training, materials, equipment, support, and 'voice' to do so," he said.

High levels of empowerment and accountability lead team members to be "top performers," and engaged, whereas employees who lack these two attributes tend to be actively disengaged. Gallup research consistently finds engaged employees have clear expectations and adequate resources, know what is expected of them at work, and have the tools and equipment necessary to do that work right.

"Employees who are engaged tend to create more engaging customer experiences which, in turn, allow them to deliver higher levels of productivity and profitability," said Dr. John Fleming, Gallup's chief scientist for marketplace practice and HumanSigma consulting. "Engaged employees tend to take the initiative with customers, going that 'extra mile' for them and providing a differentiating service experience. Disengaged employees do not."

Gallup's research identified three key ways in which workplaces in the United Arab Emirates could improve empowerment:

1. Creating an environment that cultivates great managers, which aids empowerment by allowing employees to be themselves and focus on outcomes

2. Giving employees all the information they need to do a great job, every time

3. Giving employees the opportunity to have a voice in their workplace

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About Gallup Consulting
Gallup Consulting is a global research-based consultancy, specializing in employee and customer management. Trusted by organizations and governments across the globe, throughout its history Gallup Consulting has pioneered its research-based philosophy and tools to provide leading organizations in more than 150 countries with solutions that drive business performance.

Media Contacts
Johnathan Tozer
Communications
Gallup Middle East & Africa
johnathan_tozer@gallup.com
+971 50 775 3964

© Press Release 2012