Catch 'em Doing Things Right

Question: My wife and I run a small business with just a few employees. The other day she overheard me criticize a valued employee and said later I was being too negative. And she was right. I probably need to be more cheerleader and less drill sergeant. Any advice on how?

Answer: Bingo! Positive reinforcement in business is becoming a lost art. The constant drive to improve and grow, especially among early stage entrepreneurs, often puts the focus on what needs improvement, rather than on what's being done right. Many of us assume we praise others more often than we actually do.

Even one-person businesses can fall victim. Vendors or independent contractors who provide key goods and services can use some positive feedback, just like employees. "As humans, we all have a need to hear that we're doing something right, not just when we do something wrong," says Jeff Durocher, a business psychology expert with RHR International. Chicago-based RHR works with companies worldwide to help them improve performance through people.

The best business owners and managers find ways to celebrate the small things. One of greatest at putting this into practice was Harry Quadracci, founder of Quad Graphics. After taking a second mortgage on his house in Wisconsin to start the business, Quadracci built it into one of America's biggest and most successful printing companies with his unbending and passionate belief in putting the spotlight on employees and celebrating their good deeds at every opportunity.

Even the simplest techniques of positive reinforcement will improve trust, loyalty, retention and productivity, says RHR's Durocher. People want to work with those who appreciate them.

One of the basic tenets of psychology, in fact, is that reinforced behavior tends to be repeated. If you point out something an employee has done right, they are more likely to do it again. And that's a business no-brainer if ever there was one. Here are three pillars of positive reinforcement:

1. Direct Praise. Either written or spoken, simple phrases like "good job," "nice work" or "thanks for the extra effort" become powerful tools for business owners. Be specific. Let the recipient know specifically what you are happy about. Avoid the temptation to follow it with a "but?" Save corrections for another time.
   
   
2. Indirect Compliments. These are concrete actions you take that display confidence or trust. The simple act of asking someone's opinion on an important business matter tells them (indirectly) that you value their input.
   
   
3. Public Recognition. This doesn't necessarily mean trudging out to the town square to tout someone's good work. Actions such as handing out awards or showcasing someone's success to others are ways of giving out public compliments.

These resources can help you learn more ways of boosting morale by catching people doing something right:

• Workforce Management is a Web site and magazine combo that is crammed with helpful info on everything dealing with your workforce, be it an army of 1 or 100. Look under "Management Fundamentals" in the topic index for articles, surveys, worksheets and links on motivating employees, performance appraisals and related subjects. Visit www.workforce.com.
  
  
• Make Their Day! Employee Recognition That Works by Cindy Ventrice (Berrett-Koehler, 2003) is filled with simple, inexpensive ways you can boost morale and improve profits at the same time. Available at Amazon.com for $13.27.

• The Society for Human Resource Development is a non-profit membership group for human resource managers - including business owners. The Web site offers an impressive array of resources in all areas of employee management, including positive reinforcement. Visit www.shrm.org.
  
  
• HR.com helps business owners and HR professionals make smart employee management decisions with a broad array of articles, forums and other resources. Visit www.hr.com.
  
  
• The Center for Suggestion System Development helps organizations develop employee suggestion systems - an excellent means of fostering recognition. Visit www.suggestionsystem.com or call (561) 204-1071.
  
  
• RHR International is a leader in the field of business psychology. Their staff consultants, all psychologists, work mainly with big companies. But their newsletter "Executive Insights," available free at the Web site, has valuable tips and ideas about getting the best from your employees. Visit www.rhrinternational.com or call (630) 766-7007.