Ask Christi: Managing with Confidence
May 20, 2008
Incentive problems on your mind? Incentive online columnist and recognition expert Christi L. Gibson has the answers.
By Christi L. Gibson
Dear Christi:
I supervise six ladies all older than me by 20 years or more. They have a ton of experience in telemarketing and I respect them dearly, but it can be awkward when I have to discipline them for day-to-day things like tardiness, long lunches or question sick/annual leave requests. For this reason, I have not focused on monthly recognition beyond handing them their bonus check or an envelope with incentive catalog coupons. I can't control their awkwardness of me being their much younger boss—but I can control my own. Any suggestions on how I can overcome these feelings to make recognition for their achievements meaning and purposeful?
— Josette
Chapel Hill, NC
Dear Josette:
You've obviously been given a position of authority because you are a professional and have the skills to do the job. As a supervisor, you cannot allow yourself to feel awkward when you have to discipline anyone for abusing company policy, no matter what his or her age. The Gallup organization developed a list of core elements needed to attract, focus and keep talented people:
1. I know what is expected of me at work.
2. I have the materials and equipment I need to do my work right.
3. At work, I have the opportunity to do what I do best every day.
4. In the last seven days, I have received recognition or praise for doing good work.
5. My supervisor, or someone at work, seems to care about me as a person.
Read number one again (I know what is expected of me at work). Make sure all of your employees are aware of what is expected and acceptable, and what is not acceptable. People just want to know what to do, so let them know. That should get rid of that awkward feeling.
Now, read number four (In the last seven days, I have received recognition or praise for doing good work). Rather than randomly handing your employees a check for showing up to work, breathing and not dying on the job, decide what you're giving them a bonus check for. What is important to your organization? Align your recognition program to the positive behaviors your organization wants to promote. Those are the behaviors that advance your company's mission. So if your company's goal is high customer service, then some basic behaviors you want your employees to emulate may be to:
1. Deliver timely service
2. Communicate professionally
3. Practice phone etiquette that reflects company standards;
4. Smile;
5. Create a memorable final impression
6. Be a company ambassador
Once you have the behaviors in place, decide what type of recognition each behavior would receive. Only recognize behaviors you wish to promote. Remember recognition is ageless. Now get in there and do your job!
Dear Christi:
Our branch office is a small staff of 25, so we have birthday cakes on the day of each employee's birthday or combine them if they are a day or two apart. The problem isn't the timing or the frequency—it's the cake. I think it is terrible to "recognize" every employee with the same yellow sheet cake. Getting a year older is what they share—but not their value to the office. What else can we do that would be fun, easy and celebratory without being boring?
— Hannah
Chatham, MA
Dear Hannah:
Boring and recognition should not be combined. No matter what size your company, you can still incorporate variety into your recognition programs. First get to know your employees goals, likes, dislikes, etc. You can have your employees fill out a simple questionnaire. But in a small office, the best way to do this is listen. If an employee's office is filled with pictures of their pets, try a Pet Photo Contest when employees bring in photos for entry in "the cutest" and "so ugly it's cute" contest. Prizewinners get gift certificates to Pet Smart or a similar company.
Other events could include an employee Super Bowl Party or a Thanksgiving Turkey Giveaway. Or, if your office is filled with :causes," offer an exceptional volunteer day. Give your employees a day with pay to volunteer their services at a local school, hospital or food pantry.
In order to be effective, recognition recipients must view the recognition they receive as sincere and genuine, so you must get to know what is important to your employees. And as always, tie your recognition to your company’s goals to create a win-win environment.
Variety is the key to a recognition system that continues to wow your employees. Keep in mind, that variety may even include a really tasty cake now and then. Yum!
Dear Christi:
I manage a team of outstanding employees with the exception of one young so-and-so who tries to usurp my authority by going over my head to my boss. This employee's inappropriate behavior, unending drive and immaturity is giving me heartburn. He has the potential to be a great employee, but I'm not sure he has the patience to listen, learn and grow. Is there a way I can use a recognition/reward focus to bring him/her around?
— Anonymous Boss
Somewhere on the East Coast
Dear Anonymous:
Employees 27 and under are called Generation Y or the Millennial workforce and they are fast becoming the largest consumer group in history, numbering up to 57 million. For this reason, it is critical we understand their generation and learn how to communicate.
This group of workers has been categorized as wanting it ALL NOW! They want meaningful work right away and are anxious to take on new challenges.
If your employee is anxious to take on your job, then I would suggest you embrace this untamed ambition. Become his mentor. Help him grow and learn because Gen Y'ers are motivated by new opportunities to learn, grow and make a difference. Give him a "pet-project," something new. If the project takes off, all the better for both of you and when he excels, recognize him with experiential incentives that are geared to what he likes to do. Good luck!
INCENTIVE online columnist Christi L. Gibson, the Executive Director of Recognition Professionals International formerly known as National Association for Employee Recognition (NAER) has been with RPI since 2001. She has been published in numerous periodicals, newspapers and has been interviewed on both ABC and FOX News. Write to Ask Christi @ Christi@recognition.org.
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