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WHY POSITIVE CONSEQUENCES - "DO IT AND YOU GET. . ." - DO WORK
If punishment doesn't work, your only other choice is reinforcement. If you can't force people to perform, you have to entice them. Repeatedly, reinforcement (providing something that people want after the occurrence of desired behavior) has been demonstrated to be the most effective method for attaining long-term maximum performance.
Thinking of different ways to say "thank you" can be the hardest part of the task for entrepreneurs. However, there are several different reinforcers you can use to make your praise known.
Social Reinforcers
Social reinforcers are the easiest, and often the most effective way to say "thank you." One of the best is a simple, verbal "thank you." Employees often tell us that in recognition of a good job, they'd like nothing more than to hear those words.
Other social reinforcers include a nod, smile, or pat on the back. And although you shouldn't ask for additional behavior when paying thanks, offering an employee a choice of job-related activities can be an effective reinforcer. Increased job responsibilities, a choice of job assignments, or opportunities for extra training are all options that can strengthen desired behavior.
Tangible Reinforcers
Tangible reinforcers are monetary or material items given in appreciation of good performance. Awards such as Employee of the Month are the most popular tangible reinforcers, but they are often misused. Too often, these types of awards become insulting
to employees because they are given to those who don't actually meet the performance levels represented by the award.
To make tangible reinforcers work, follow two simple guidelines. First, make sure the award is given on the basis of meeting specific criteria. For example: "sales per month," "defects per unit of product," "customer satisfaction rating" - anyone reaching a certain pre-established goal on such measures wins. Second, make sure there are no arbitrary restrictions on how many people can win the award or how many times a single person can win.
An important thing to remember about tangible reinforcers is that to be effective, they need to be coupled with social reinforcers. In our consulting, we've talked to many people who question the sincerity of a pen set or button because no verbal praise came with it. Give the reward, but don't forget the heartfelt thanks.
Reinforcing Memos
Reinforcing memos are more formal than social or tangible reinforces and should be used to reward important behaviors. They are appropriate in several situations. One is when a business owner has very little face-to-face contact with the employee, as in a sales department where salespeople are often away from the office. Another is when the behavior is crucial or if the employee has demonstrated exceptional effort, such as trying to meet sudden deadlines or coping with major changes. Reinforcing memos add variety to verbal reinforcement. While a verbal "thank you" is the most effective way to reward people, everyone gets tired of the same thing all the time. Memos also supply a permanent record of good performance.
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