Strategic Discipline Blog

We’ve looked at the importance and frequency of positive reinforcement in previous blogs, How the Best Managers and Leaders Deliver Positive Reinforcement and Employee Feedback – The Need for Frequent Positive Reinforcement. Employee Feedback falls into Strategic Discipline's fundamental practices for effective meeting rhythms.  When we address customer and employee feedback in workshops and with our clients, frequently there’s confusion and misunderstanding about what this means.  It’s often because companies have their rhythms with regard to employees and staff and forget how critical their happiness and engagement can impact the bottom line growth of their business.

How often do you need to reinforce?  Dawn of Impatience shares Aubrey Daniel’s Bringing Out the Best In People’s view why since 1984 the influence and commitment to positive reinforcement has steadily increased.

Small things add up.  When it comes to producing results from positive reinforcement a small difference influences results dramatically.  Most effective leaders, managers, and supervisors do not necessarily reinforce more often than ineffective ones.  It’s the detail of what they focus on that makes them better.  Discipline to this detail compounds over time.  It delivers steady pressure on the fly wheel which Jim Collins notes distinguishes the Good to Great companies.  Eventually it provides the impetus to breakthrough.  There is no miracle moment.  Breakthrough only comes through daily discipline of doing the right things right. 

The statistic is frightening.  40% of employee’s time is gobbled up by recurring problems!  These are the issues that never get solved, the copier that never works, the supply closet item that is always out of stock, the messages that are never delivered, equipment malfunctions.  If you conducted a meeting just to determine what recurring problems you have, would you have any doubt your people could provide you with an avalanche of issues?

Count me as naive or possibly someone who didn’t follow the Casey Anthony case close enough to be surprised by the verdict.  Just so you don’t think I’m totally out of touch I was stunned by the verdict in the OJ Simpson trial. 

The Casey Anthony verdict should remind you how frequently there can be a disconnect between your communication with your staff and the intended response and reception.  In a jury trial you are never aware of how the jury is responding.  The attorneys on either side are unable to question or receive feedback from the jury unless the jury specifically requests it.  Even then there is no direct back and forth communication with the jury.  How do you know how your employees understand your expressed communication unless you observe their response and ask for feedback?

Strategic Discipline requires meetings that provide customer and employee feedback.  The intention in these meetings is that the executive team is observing, listening and sensing the way employees are working and responding in the work environment.  These observations are to be reported on a weekly basis.   There should never be any surprises when this type of employee feedback is consistently provided.

If you were surprised by the Casey Anthony Verdict, asks yourself how well you feel your communication is working in your business.  Review the questions asked in Employee Engagement:  Answer These Employee Questions?  How well are you answering these important employee questions?  Do your employees know your top priorities for the year, the quarter?   Can your executive team write your strategy in one statement, let alone your staff? 

Ten to twelve inches or more of snow fell throughout the Midwest yesterday.  As I pulled and pulled on my snow blower to get it restarted I was reminded of the importance of customer and employee feedback which is a staple of our weekly meeting rhythms.  Had I paid attention to my own discovery during the last snow fall I wouldn’t have been stuck having to remove a foot of snow from more than half my driveway and sidewalk yesterday morning.  Why hadn’t I paid heed when my snow blower stopped several times when I last used it?