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Articles |
The Validating Power of Periodic Recognition
by Robin W. Dente
As seasoned professionals, we will always remember that threshold moment of our careers where we first encountered that special mentor or manager who inspired and motivated us to strive to achieve our full potential. That experience came for me, when I worked as an editorial assistant for a publishing company. I'll never forget what the owner of the company did my first year there on what we now know as "Administrative Professionals Day", (back then called "Secretary's Day.") He gathered all of the staff together - editors, assistants, art directors, graphic designers, typesetters, sales and marketing staff, bookkeepers, secretaries and receptionists, and addressed us as a group. As we all stood in a large circle, he told us that he viewed "Secretary's Day" more as "Employee Appreciation Day", and he proceeded to acknowledge our efforts in working together to produce the magazines he published. This in itself was very uplifting, but I found what he did next, even more so. Each employee was given a box of chocolates accompanied by a hand-written card acknowledging something that each of us did as individuals that contributed to the success of the team. The effect of this simple, but sincere gesture was amazing, partly because it was so random and unexpected, but mostly because it sent a clear message to every employee:
I know you. I recognize what it is that you bring to our organization that is unique and adds value.
The owner of this publishing company knew full well the power inherent in validating an employee's worth, and he used this tool to meld a group of individuals from all different educational and socio-economic walks of life into a dynamic, creative, cohesive, team. Long after I left that company, I would think back on how much as an employee, I appreciated "being appreciated" for what I contributed.
Today, as an Administrative Assistant in the public sector, I realize now from a management perspective the potential of spontaneously acknowledging the special efforts of members of the staff. Or, as one HR professional so aptly phrased it during a management seminar I recently attended, "Catching an Employee Doing Something Right."
As managers you might ask yourselves - "why bother?" "Isn't it enough that staff members are well compensated? Don't we give them feedback on their annual performance appraisals? Why should I have to acknowledge them just for doing what they're being paid to do?". To all this, I reply, "With so much to be gained, why would you not want to use this powerful tool?"
In addition to boosting morale, validating an employee by periodically acknowledging things he or she is doing well, increases productivity, strengthens team relationships, builds trust between management and non-management employees, and can actually make it easier when you have to confront an employee to discuss a performance issue. The fact that you have acknowledged in the past when that same employee has done something worth noting, will allow him or her to view your discussion within a constructive framework. You are less likely to be perceived as "always picking on me for something" and more likely to be perceived as a manager who is "helping me identify and resolve a problem so I can continue to succeed in the organization."
So, what exactly are we talking about here? Granted, not every CEO or manager can do what the owner of the publishing company did in sending personal notes to the staff, but what about an email, voice mail or telephone call? Remember, we're not talking about performance reviews or a project that required an extraordinary amount of time or effort. This is just simple acknowledgment of something a staff member did that was a cut above. Here are some guidelines to get you started:
Recognize Something Out of the Ordinary
Complimenting an employee on a task that he or she has done well for the last five years on a regular basis may actually work against you. The employee may be suspect of your ability as a manager and think, "Where has he been the last five years? He's only noticing that I do this now?" Or, "Oh, no. He's buttering me up to ask me for something. Maybe he wants me to work overtime this week." But if that same employee has taken a routine task to another level, for example, successfully drafted a more complex letter for you than is usually required of this employee, take a moment to point out to the employee that you noticed that he or she did a nice job in meeting the challenge.
Do This Periodically, Not on a Daily Basis
Keep in mind, one of the reasons that this tool works, is that it is periodic, unexpected reinforcement. Imagine if you acknowledged an administrative assistant every day for something he or she did well. Even if each day you picked something different to acknowledge, eventually, your words would lose all meaning and you, as a manager, would lose credibility. Psychologists agree that a "Variable Schedule of Reinforcement" is the strongest in terms of fulfillment. In other words, giving acknowledgement only on those intermittent occasions when an employee has gone above and beyond will be more rewarding for the staff member, and will actually strongly motivate him or her to repeat the kind of behavior that got your attention.
Be Sincere and Specific When Making the Validations
When it comes to positive feedback, employees can easily tell when you are acknowledging them for something they themselves know they did well, as opposed to giving them an insincere compliment. Insincerity can do far more harm than good - the employee may view you as manipulative and untrustworthy. So, remember, make sure you really do believe the employee deserves the recognition you are giving, and be specific. An email saying, "Gee, nice job on that Cost/Benefit Analysis," won't be nearly as effective as one that says, "I really appreciated the way you structured that Cost/Benefit Analysis. You did a very thorough job showing the difference between cash outlay and total cost, which is key. Your report will help me demonstrate to the Board how outsourcing this service will enable us to be more efficient. Nice job".
Share the Recognition
As a manager, when you are given validation, graciously accept the recognition, but also make the person giving you the acknowledgement aware of what any of your support staff or colleagues did to contribute to your efforts. Then take the extra step of passing along the recognition to those persons who assisted you. In so doing, your boss and your peers will view you as a team-builder, and your support staff will perceive you as a manager they can trust to always acknowledge what they contributed to the success of a project. When it comes to recognition, noting everyone's role is one of the most powerful ways to strengthen your team.
At a time when many employers are being forced to downsize, cap salaries, and cut back on benefits, you, as managers, are being challenged on a daily basis to find ways to keep morale and productivity high. Harnessing the positive energy of giving validation to your staff through periodic recognition will give you an important tool to help you meet that challenge, and with a small investment of time, will yield amazing benefits.
Robin Dente is a graduate of Montclair State College and began her career in publishing as an associate editor for a crafts magazine. She then moved on to become the managing editor of "Dad" magazine, a publication supporting and celebrating the more involved role of fathers in today's society. She later changed career paths and ventured into the realm of municipal government administration, where she has successfully applied her skills in communication, public relations, human resources, and management for the past 18 years. Looking toward the future, Robin will pursue opportunities to be a resource to businesses and local government in the area of hiring, and will return to her publishing roots through free-lance writing. For further information or to speak with Robin, please contact the Resolutions office at (973) 627-6551.