You'll Get More Of What You Focus On

It's not uncommon for leaders to ask the question "Why do I have to reward and recognize my employees?  Nobody has to recognize me for doing a good job - I just do it." 

Newsflash - maybe that's why you're the leader.  

Everyone isn't self-motivated and many of those who are . . . . . get promoted to uhmmmm, management.  That would be you.


The reality is when it comes to performance, you'll get more of what you focus on. 


It's kind of like how you'll manage what you measure.  Same theory, different application.  Managers tend to focus all their energy (after getting the never ending to do list done) on poor performance.  They spend their time focused on those not performing and ignore those that are performing.  The low performers get the face time as well as keep you up at night while you try to figure out how to "fix" them.  Managers hover, cajole, encourage, berate, and basically give all their attention to the poor performer.  

All the while the high performers, the ones doing all the work, are ignored on the premise of "I don't have to worry about them."  The atmosphere eventually becomes something like "If guess if the boss isn't talking to me I must be doing okay."  

Eventually the high performers lose interest because they aren't cared about and the result is more poor performance.  


A Better Approach
I'd like to propose an alternative solution for poor performers.  How about we address the performance problem and pay close attention to incremental progress in the right direction.  When we see even the tiniest progress try recognizing that progress.  You get more of what you focus on .  Focus on what is going right instead of what is wrong.  


Here is an example. John is not making his productivity goal.  You talk to John, clearly articulate the expectation as well as consequences, create a short term goal together.  John increases his productivity the following week but still doesn't quite meet the goal.  Instead of "John, you still didn't meet the goal!!!!!!" how about "Great work John!  You increased your productivity by 10%.  Awesome!  I bet you can increase it by another 10% next week, what do you think?"


Let's try another one.  Mary has a tendency to be short with customers.  You talk to her and clearly articulate your expectations.  You provide specific examples regarding how to deal with angry customers and have her role play with you.  The following week you see Mary dealing with an angry customer and you can see she is biting her tongue and using every ounce of self restraint she has in her.  She isn't overly friendly but you notice she remains polite and doesn't lose her cool.  After the customer leaves call Mary in and celebrate her victory.  Acknowledge that you know how hard that must have been for her and you are so proud of her.  Yes, you are right - it is her job but it's also your job to keep people motivated so they do their job well.  This is a new behavior for Mary.  You get more of what you focus on.  If you want to see more of this positive behavior in Mary - focus on her positives.  

This approach works both ways.  Want more absenteeism?  Focus on being absent.  Want more people to show up on time?  Recognize those that show up on time.  

Let's not overlook the high performers.  These are the people deserving of your time and energy.  They should be the ones you are praising on a routine basis.  If you continue to ignore them, their motivation may decrease as well.


As a bonus - this works at home too.  Do you wish your teenager would take the trash out without you nagging him/her.  Then pay attention to the times he does it on his own.  Instead of the sarcastic "Wow, I can't believe you actually took out the trash without my telling you too" you might try a sincere "I really appreciate you taking the trash out.  Thank you."  Even if it only happens once a month - recognize the positive because you will get more of what you focus on.  


Look for other posts on reward and recognition to learn more about how to maximize performance.  Remember - you get more of what you focus on.