THE POWER OF RECOGNITION AND APPRECIATION: USING POSITIVE AFFIRMATION CARDS. Leadership Through Fully Engaged Employees Chapter 5

Transcription

1 THE POWER OF RECOGNITION AND APPRECIATION: USING POSITIVE AFFIRMATION CARDS Leadership Through Fully Engaged Employees Chapter 5

2 Table of Contents LEARNING OBJECTIVES... 2 THE IMPORTANCE OF RECOGNITION AND APPRECIATION... 3 IDENTIFYING NOTEWORTHY SERVICE BY CO-WORKERS... 7 SAMPLE WORDING TO USE FOR POSITIVE AFFIRMATIONS OBTAINING POSITIVE AFFIRMATION CARDS FROM HUMAN RESOURCES BLANK FORMS Back of Chapter 1

3 LEARNING OBJECTIVES Through participation in this session, you will be able to: 1. Increase your awareness when employees provide exceptional client/customer service and teamwork. 2. Utilize helpful tools to re-enforce positive behaviors by your employees. 3. Maximize your time by utilizing sample wording to help in writing positive affirmation notes to employees. 4. Obtaining specific positive affirmation cards from Human Resources. 2

4 THE IMPORTANCE OF RECOGNITION AND APPRECIATION Ever been to Sea World or watched a television program where a six ton killer whale leaps out of the water and does back flips? Have you found yourself wondering, What makes a killer whale do that? Well, the truth is, killer whales don t do back flips because they re bored and want to have fun. They do it because they learned that. Behavior That Gets Noticed Gets Repeated You and I are not killer whales, but our responses to the environment are very similar. When we behave in a certain way, and the behavior gets noticed or rewarded, we will tend to repeat that behavior. The book, The World s Most Powerful Leadership Principle by James Hunter, does an excellent job summarizing the power and opportunities we have as leaders to give our employees the recognition they crave. Hunter writes: An exhaustive study conducted by management professor Gerald Graham found that the most powerful motivator is personal, instant recognition from managers. In fact, the study concluded that the most effective ways to motivate employees are (1) personal thanks from the manager, and; (2) written thanks from the manager. 3

5 You Can t Show Too Much Appreciation! When was the last time you felt overly appreciated and overly thanked in your job? If you re like most employees, you ve never felt you received too much appreciation. As James Hunter writes Graham s studies show that 58 percent of employees seldom are thanked by their manager for a job well done and 76 percent seldom (if ever) receive written thanks from their manager. He concludes, It appears that the techniques that have the greatest motivational impact are practiced the least. Employees have a subconscious question the leader needs to answer on a regular basis. That question is simply, Are you glad I m here? People will forget what you said, People will forget what you did. But people will never forget how you made them feel. Dr. Maya Angelou Educator, Poet and Author 4

6 Expanding Management s Ability to Recognize Good Performance Since management can t be everywhere within the department, the Director or Manager can identify several employees who are fully committed to excellence in client/customer service and teamwork. Ask these role model employees if they will help identify situations in which co-workers go the extra mile to provide exceptional client/customer service or outstanding teamwork supporting fellow employees. By Department Encouragers alerting management of noteworthy positive actions by co-workers, more employees excellence can be recognized. Since co-workers won t know who the Department Encouragers are when management provides the employee with positive feedback the recognition the employee receives from management is a pleasant surprise. By using the Identifying Noteworthy Service By Co-Workers Form, Department Encouragers share with management the specific details of the employee s actions. A way for the Department Encourager to view the documentation they provide is the word SAIL. Indicate the: - Situation: The problem or opportunity, - Action: What was done, in specific terms, - Impact: The result of the action, - Link to department standards. How the employee s actions contributed to client/customer service or teamwork within the department. Recognize Co-Workers For: - A smile that is always there. - An extra mile effort. - A client/customer service whatever it takes approach. - Demonstrating empathy and respect for co-workers. - Showing support for fellow team members. Creating loyalty. - Consistent quality work. - Seizing an opportunity. Overcoming obstacles. - Perseverance. Never quitting. Solving a challenging problem. - Commitment to our clients/customers. Consistently demonstrates willingness to help others. - Role model. Motivates others by his/her example. 5

7 Message Sent By Management Message Received By Employee I understand you went the extra mile with clients by I want to thank you for consistently providing extraordinary service Management notices and cares what I do. I belong to a department that appreciates my hard work. Thanks for going above and beyond when you I ll continue to do extra to help our team succeed. This really is one of your strong points I have pride in my work and can do even better. This is where I belong. 6

8 IDENTIFYING NOTEWORTHY SERVICE BY CO-WORKERS When you observe a co-worker go above and beyond their normal job responsibilities to provide exceptional client/customer service or to promote excellence in teamwork use this form to notify your manager or director. Or you can use this form to indicate the type of details to your manager or director. 1. Date and time of the positive action. 2. Employee(s) that provided exceptional service. 3. Describe the circumstances/situation and the noteworthy actions taken. Describe in detail the specific words or actions you witnessed. 4. Indicate the positive impact of the employee s words or actions. Submitted by Date Completed Thank you for your help in alerting management to noteworthy positive actions by co-worker(s). Employees Don t Leave Companies They Leave BOSSES! 7

9 It s a sad fact that the reason many employees leave their current job is dissatisfaction with their manager or supervisor. The bottom line is that the way we treat employees will impact their desire to stay with us. Evidence from The Advisory Board s national survey points to much higher retention among employees who are very satisfied with their managers. 8

10 WHERE TO USE POSITIVE AFFIRMATIONS Not sure where to start? Here are two opportunities. Complementing employees in areas of growth and improvement helps motivate the employee to sustain and build on their progress. Complementing employees in areas of natural strength will increase their confidence and the likelihood of them taking their talent to the next level and becoming a role model for other employees in your department. The basic idea is to. Catch people in the act of doing things right and let them know you noticed and appreciate them! In the space below, let s practice identifying some opportunities you have to show recognition and appreciation to specific members of your team. EMPLOYEE NAME I SHOULD RECOGNIZE OR SHOW APPRECIATION TO THIS PERSON FOR 9

11 HOW TO CREATE A POSITIVE AFFIRMATION CARD Positive affirmation cards or thank you notes convey their greatest meaning when they are handwritten. This is far more personal than an ed note. A powerful option to consider is sending the Positive Affirmation Card or thank you note to the employee s home. By doing so, you increase the probability that family and those closest to the employee will see the card and reaffirm the card s message. Spouses, family and significant others play an influential role in employee s attitudes and commitment toward their job. You can capitalize on this influence by mailing the card with a positive hand written message to their home address. Getting a thank you note in the mail is a pleasant surprise and more fun than the usual bills or advertisements that we usually find. 10

12 THE KEY IS TO BE SPECIFIC AND TIMELY Which of these is a more powerful form of recognition and appreciation? Version # 1: Version #2: Great job yesterday. Thanks! I m impressed with your listening skills yesterday when getting that upset client to calm down. Thanks for taking the time and your caring nature. When providing someone with a positive affirmation or thank you, being specific lets the employee know exactly what they did that you appreciate. It also sends a powerful signal that you re paying attention and noticing what is going on in the department. Getting started is often the hardest part. The following are examples to begin those notes of positive affirmation: I m impressed with You re right on the mark with You re doing top quality work You can be proud of yourself for You ve made my day because of You got my attention with You really made a difference by One of the things I enjoy most about you is We couldn t have done it without your It s easy to leave a workplace where no one will miss you. People stay at jobs because they can t bear leaving their colleagues. ~ Beverly Kaye Love Em or Lose Em 11

13 SAMPLE WORDING TO USE FOR POSITIVE AFFIRMATIONS Challenged in identifying just the right words to use? On the following pages are several suggestions for how you can identify and/or describe the qualities you have observed in your employees. These are only suggestions. Use whatever words that work best for you in offering your specific affirmation and appreciation. QUALITY OR BEHAVIOR PAGE Flexible 13 Teamwork 13 Supportive 13 Skilled Communicator 14 Dependable 14 Problem Solver 15 Resourceful 15 Decisive 15 Hard Working Accurate 16 Courteous 16 Caring 17 Overall Contribution 17 Flexible Displays an ability to learn rapidly and adapt quickly to changing situations Receptive to new ideas and new approaches Displays an exceptional ability to learn new methods Effectively handles multiple priorities at the same time Places organizational needs ahead of personal convenience 12

14 Effectively prioritizes daily and weekly activities Displays flexibility in adapting to changing conditions Is flexible and open to change Open minded Resourceful Versatile Teamwork Treats conflicts as opportunities to learn more about others perspectives Develops positive working relationships Welcomes opportunities for improvement Seeks feedback to improve performance. Continues to grow and improve. Responds favorably to recommendations for improvement Projects energy and enthusiasm Exudes infectious enthusiasm Generous is always willing to share knowledge and time with others Receives and carries out tasks in a cooperative manner Works harmoniously and effectively with staff members. Builds strong working relationships Excels at welcoming new employees Calming presence Cooperative Cheerful Enthusiastic Exuberant Flexible Generates enthusiasm Helpful Ignites enthusiasm Inclusive Unselfish Benefits from constructive feedback Supportive Views new assignments as an opportunity for growth Welcomes professional challenges Responds promptly and positively to changes and opportunities Displays a willingness to face conflicts Cheerful Encouraging Joyful Nurturing Optimistic Self-confident Skilled Communicator Excels at open communication, which achieves mutual understanding Asks penetrating questions and is an empathetic listener Communicates clearly and concisely with credibility and impact Is skilled in conflict resolution. Resolves conflicts constructively Works well with others in solving problems 13

15 Dependable Is exceptionally reliable and trustworthy when given an assignment Consistently meets all deadlines Uses time wisely Can be relied on to meet all deadlines Is consistent, dependable, and accurate in carrying out responsibilities to a successful conclusion Is extremely dedicated Highly skilled in all phases of job Punctual can be counted on to honor all time commitments Honors all commitments Effective at balancing multiple priorities Consistent Dedicated Disciplined Fair Just Meets deadlines Organized Patient Professional Reliable Self-disciplined Solid Stable Steady Thorough Trustworthy Problem Solver Excels in anticipating approaching problems and opportunities Plans, organizes, and completes projects in the shortest most efficient manner Completes the most complex projects with impressive results Demonstrates a strong ability to analyze and solve problems Effectively resolves problems at early stage before they become critical Effectively diagnosis situations Makes wise and fair judgments based on solid facts. Can be trusted to use good judgment Successfully handles multiple projects at the same time Possesses the knowledge to handle work of the most complex nature Very knowledgeable over a wide range of job responsibilities Skilled in identifying and solving bottlenecks Analytical Fresh perspective 14

16 Innovative insights Innovation solutions Insightful Intuitive Observant Valuable insights Resourceful Provides valuable insights Creative and imaginative when confronted with obstacles Insightful Knows how to find the essence of a problem. Is key person in solving complex problems? Bright Resilient Smart Visionary Decisive Decisive in handling difficult problems Demonstrates the ability to quickly and accurately assess situations and make wise decisions Assertive Confident Outgoing Self-confident Spontaneous Strong Hard Working Self-starter. Does things without being told Goes beyond what is expected Able to overcome obstacles and difficulties Plans, organizes, and completes tasks in the shortest, most efficient manner Sets worthy goals. Achieves and surpasses those goals Sets high standards of personal performance Is solution oriented Displays a strong sense of purpose Volunteers for extra work and demanding assignments Concentrates on activities with the greatest payback Determined High achiever Motivated Persistent Results oriented 15

17 Self-disciplined Tenacious Can be relied upon to successfully complete all assignments well Is always fully prepared. Can be relied upon to accomplish the best possible results Is persistent in achieving important goals Accurate Demonstrates accuracy, thoroughness, and consistency in performing work assignments Performs with unusual accuracy, precision, and effectiveness Performs a wide range of assignments with efficiency Meticulous attention to details Careful Conscientious Precise Thorough Courteous Sensitive and attuned toward the feelings of others and handles difficult situations wisely Handles challenging situations in a calm customer-oriented manner Handles complaints with tact Handles confrontations constructively Confident in handling awkward situations Has passion for our clients and customers Considerate Diplomatic Empathic Even-tempered Fair Gracious Sensitive Tactful Caring Committed to the highest standards of client/customer service Compassionate sympathetic to the concerns and issues of others Listens intently to fully understand Anticipates needs Devoted Genuine Giving Kind Tender 16

18 Overall Contribution Makes meaningful and important contributions to the betterment of the department Develops the skills needed to achieve the highest standards of professional excellence Possesses all traits associated with excellence Maintains the highest standards of integrity, loyalty, and client/customer service Displays a strong capacity for continued growth and will make an even greater future contribution to the organization An important contributor to the successes of the department Demonstrates consistently distinguished performance A proven performer whose quality of work is consistently high Consistently strives to improve performance Sets ambitious growth goals for self-improvement Seeks personal growth and development Accurately recognizes own strengths and weaknesses. Soars on strengths and contains weaknesses while striving to improve over time Achievement-oriented Exceptional Extraordinary Magnificent Professional Significant contributor Top Performer Employees have a subconscious question the leader needs to answer on a regular basis. That question is simply, Are you glad I m here? From the book The World s Most Powerful Leadership Principle By James Hunter 17

19 OBTAINING POSITIVE AFFIRMATION CARDS FROM HUMAN RESOURCES Great news! You don t have to run out to the local card shop every time you d like to send one of your employees a positive affirmation or thank you card. We stock them for you in Human Resources. There is no charge for the cards. Our only request is that you use these for VPH recognition purposes. Managers can stop by Human Resources to select the card(s) you want. 18

20 Blank Forms

21 IDENTIFYING NOTEWORTHY SERVICE BY CO-WORKERS When you observe a co-worker go above and beyond their normal job responsibilities to provide exceptional client/customer service or to promote excellence in teamwork use this form to notify your manager or director. Or you can use this form to indicate the type of details to your manager or director. 1. Date and time of the positive action. 2. Employee(s) that provided exceptional service. 3. Describe the circumstances/situation and the noteworthy actions taken. Describe in detail the specific words or actions you witnessed. 4. Indicate the positive impact of the employee s words or actions. Submitted by Date Completed Thank you for your help in alerting management to noteworthy positive actions by co-worker(s). 5-1

22 Writing Positive Affirmation Cards Employee Date Card Sent Qualities Emphasized in Note 5-2