Recognition: The Missing Ingredient for Great Results

WANT TO be a more effective manager? One key is to develop an environment where your team members can be motivated to excel. The secret to developing a motivating work environment is the use of positive consequences such as recognition.

Research over the years has led to the development of what some have called the greatest management principle in the world: "You get what you reward." Sincere, regular and positive recognition and rewarding of desired behaviors is common sense—though not common practice. A recent Gallup poll of thousands of employees found that 65 percent claimed to have received no praise or recognition in the past year.

Everyone likes to be recognized and shown appreciation. William James was one of the most respected psychologists who ever lived. After a lifetime of research and practice he concluded that most people's greatest need is the need for appreciation. Ongoing recognition and praise makes a person feel appreciated, important and stimulates the intrinsic motivation to excel. Recent Gallup research found that individuals who receive regular recognition and praise:

• Increase their individual productivity

• Increase engagement among their colleagues

• Are more likely to stay with their organization

• Receive higher loyalty and satisfaction scores from customers

• Have better safety records and fewer accidents on the job

On the other hand, a recent survey by Robert Half Associates showed that the number one reason for leaving a company was "limited recognition and praise."

Top 10 Ways to Motivate

There are specific actions we can take to improve our recognition practices. Following are the "Top 10 Ways to Motivate Employees" (adopted from recognition expert Bob Nelson's latest book entitled "Motivating Today's Employees"):

1. Provide Personal Thanks

Mark Twain once said, "I can live for two months on a good compliment." A landmark research study showed the number one thing that employees wanted was "full appreciation for work done."

2. Make Time for Employees

What kind of message do we send when we meet with and listen to employees? That we care. John Maxwell captures the importance when he says, "people don't care how much we know, until they know how much we care."

3. Provide Specific Feedback

Employees want to know how they are personally doing, and how the department and organization are doing. Also, catch people doing things right and thank them.

4. Create an Open Environment

Having an open, fun and trusting environment helps build a sense of camaraderie and encourages new ideas and innovation.

5. Provide Information

If we don't provide information, a vacuum is created, which is filled by the "rumor mill" (which is invariably negative). The three keys to being a great manager are "communication, communication and communication" according to the heralded CEO of Portland General Electric, Peggy Fowler.

6. Involve Employees in Decisions

Involving employees in decisions that impact them results in buy-in, as well as better quality decisions.

7. Reward High Performers

Promoting and rewarding people based on their performance (not politics) sends the right signals. Also, dealing with poor performers so they improve or leave, strengthens the team and really helps morale.

8. Develop a Sense of Ownership

Provide employees a sense of ownership in their work and in their work environment.

9. Give Chances to Grow and Learn

Most employees desire to grow and learn, and helping them recognizes their contributions and potential.

10. Celebrate Successes

Taking the time to celebrate the successes of individuals, the team and the organization builds morale and the motivation to strive for future successes.

Build Recognition into your Routine

Many of us have good intentions to show more recognition, but often fall short. Here are a few ideas to help build recognition into our regular routines:

• Use a "to-do" list or daily planner. At the beginning of the week, write down the names of your team members and others you intend to recognize during the week ahead. Catch someone doing something right, recognize them, and then mark your list. On your planner you can record birthdays, anniversary dates with the company, etc.

• Use e-mail and/or voice mail. Send positive, personal messages to let someone know you appreciate their work. At the end of the day, leave a positive voice mail thanking them for their excellent work that day, and express appreciation for them being on your team. I guarantee when they come to work the next morning, and that's the first thing they hear, they will have a great day.

• Use thank-you notes. Have a stack of notes readily available. Send handwritten notes on a regular basis. One manager told me she has a standing appointment for one hour on Friday afternoons that she uses to write notes and do other forms of recognition.

Let me close with a quote from St. Paul: "Give everyone what you owe him … if respect, then respect; if honor then honor." (Romans 13:7) Good luck to you as you recognize your employees and let them know how much you appreciate them. IPG

Wes Friesen is the manager of Revenue Collection & Community Offices for Portland General Electric, a utility in Portland, Ore., which serves more than 810,000 customers. He teaches university classes and has been a featured speaker at national conferences like the National Postal Forum, MailCom, the In-Plant Printing and Mailing Association, the National Government Publishing Association and XPLOR. He manages PGE’s bill production and payment processing teams with the able assistance of supervisors Eric Houger, Tom Laszlo, Gil Rodriguez and Elyssia Carlblom. Wes can be contacted at: Wes.Friesen@pgn.com