Love them or Lose them The Secret to Motivating Under achievers and Retaining Super Stars

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Love them or Lose them - The Secret to
Motivating Under achievers and Retaining Super
Stars

• Presented by Bill Sims, Jr.
• President
• The Bill Sims Company Inc.

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Ask any group of managers if they believe
recognition programs are a good idea

• Why should I reward peopleisnt a pay check
  enough? Its part of their job
• Why should we recognize people for doing what
  they are supposed to do?
• If we recognize an employee as great, how do we
  prevent abuse and favoritism?
• Manipulating behavior by offering rewards,
  while a sound approach for training the family
  pet, can never bring quality Alfie Kohn, PHD

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The Other Side of the Coin

• Our recognition program the single biggest
  factor in reducing our work comp claims from 3
  million to 1 million and we can guarantee
  nobody is hiding injuries!-Marie Jones
• We saved 8 million in just 18 months using
  your program to generate quality money saving
  ideas..thanks! Siemens VDO

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• Baby boomer data
• Filing those jobs will be tough hard.
• Diversity ok
• From agcareers
• More videos?
• Tom hippe video? Some of our client videos?
• Compliment or shamu movie?
• Marie huber on video her stories?
• The office video clips?
• Jack/evan clips?
• A slide on beef stew BUT

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Does Employee Recognition Really Work?

• Companies with highly engaged employees achieve
  50 better financial performance than those who
  do not WYATT WORLDWIDE
• 3-year study tracked 300 construction firms by
  American Society of Safety Engineers
• Half did NOT implement a recognition program
• Half who did had 50 lower injury rates than the
  other group

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Why Recognition works
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Research

• The Hawthorne Study
• Dr.Frederick Herzberg
• Top 2 Satisfiers
• Achievement
• Recognition (its ok to celebrate milestones!)
• Top 2 Dissatisfiers
• Unfair Pay (cash award)
• Unfair Boss (favoritism)
• Whats your top satisfier story?
• One so far

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Research

• Bob Nelson 68
• Gap between supervisors view of money vs.
  employees
• Motor Convoy Biff Wilson

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The Neuron Study
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Key Drivers of Employee Satisfaction

• Positive Recognition
• Manager Recognition is more important than Peer
  to Peer
• Feeling in on things
• Communication from leadership

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BRL Study
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Why Them? Why Not Me?

• -Luxury Hotel Chain
• -Legendary reputation
• -Rose, the Employee of the Year
• -Daughter of the Month
• -Who decides if its positive or negative?
• -Lunch with the boss

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Andreas Story

• -Hardest worker in the department
• -She would help other workers do their work
  laundrywant to do behavior
• -Made suggestions on how to improve customer
  experience
• -One day she was in her managers office and
  discovered a letter from a customer praising her
  work.
• -Her manager had hidden it and never mentioned it
• -She lost all interest in going above beyond
  and left
• For another job.

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The worlds worst manager
Extinction, Daphne, Who killed the Work Ethic?
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Extinction, Daphne, Who killed the Work Ethic?
We killed itall of us did.
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Has Terry Tate found a good way to change
behavior? Terry Tate Video Clip www.billsims.com/v
ideoclips.htm
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Does Negative recognition worklong term?

• The screaming supervisor the construction
  workers
• Donna Prejean, Earl, and the You Did It Right!
• Negative recognition is a dissatisfier

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Why employees leave

• 1 reason -- limited recognition and praise
• Ranked higher than compensation, limited
  authority, personality conflicts and all other
  responses!
• 100 99
• Source Robert Half International

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5 Apes a Banana

• The story
• Many companies have negative cultures
• Leave Alone/Zap
• Jerrys law You cant positive reinforce people
  if

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Most Popular Excuses NOT to Use Recognition
Programs
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Excuse 1 Why do I have to reward people? Isnt
a paycheck enough?

• Recognition Appreciation are number 1 and 2
  factors in job satisfactionmoney is number 6
• 68 of all employees dont get enough of it
• When I make a mistake, its noticed 100 of the
  time. When I do something great, its not noticed
  99 of the time
• Paradox dont reward employees, but do reward
  CEOs???
• If all it takes is a paycheck, why do we need
  managers then?

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Excuse 2 How would we prevent abuse and
favoritism?

• Middle managers will reward and recognize only
  the employees they like and exclude the others
  
• WHY NOT ME???? WHY THEM?????
• TRUST but VERIFY
• Develop SPECIFIC non fuzzy behaviors
• Dont turn your managers loose with a blank
  checkbook favoritism is a huge DIS-SATISFIER
  (Herzberg)
• Need on-the-spot recognition of good behaviors
• Please join me in killing Employee of the Month
  programs!

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On-the-Spot Recognition MUST

• Star Bucks and your worst Herzberg nightmare
• Why not me?? Why them? Remember Rose?
• Be tracked to eliminate abuse and favoritism
  (dissatisfier)
• Prevent repeat awards to the same person
• Reward specific measurable behaviors not warm
  fuzziesremember ROSE?

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Is verbal recognition enough?University of
Waterloo Study

• Peer to Peer recognition is not enough
• Some managers believe that positive recognition
  is enough, nothing further is needed
• Tangible reinforcers are a substitute for poor
  managers VP of HR, Wrangler Jean
• University of Waterloo finds R increases by 4
  times with tangibles
• The Cure for Cancer

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Will you marry me?
People who deny the power of tangible reinforcers
are probably not married!
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You Did it Right! Card Rewards Behavior Change
Tracks who rewards whom, for what with no abuse
or favoritism
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Common Denominators of Failed Programs

• One Size Fits All Recognition-Picnics etc.
• What got you HERE wont get you THERE
• What you permit, you promote

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Switch to a Proactive Approach

• Smartcard program
• Reward upstream behaviors-its the process not
  the result
• Reward employees for doing things right

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New School vs. Old School

• Old School trailing indicators goal sharing
• Old School individual achievement stifled
  little return on investment
• New School reward upstream actions and measure
  the process.
• New School Employees have to DO somethingits
  FAIR and UNEQUAL

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No matter what you do, what you want is always
more
Aubrey Daniels-Bringing out the Best in People
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What discretionary behaviors do you need?

• Seperates top companies from poor performers
• Engagement is a LEAD indicator of performance
• Innovation
• Safety
• Mentoring
• Teamwork Cooperation
• Wellness
• Guest Satisfaction and more!

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What does compliance performance look like? All
Over It Video Clip www.billsims.com/videoclips.htm
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How do we get discretionary behavior?
Aubrey Daniels-Bringing out the Best in People
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• Behavior Change is what you want.

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• Green Beans Ice Cream

Train
Reward

Behavior Change
Elements of Behavior Change
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Elements of Behavior Change From Dr. Aubrey
Daniels Liz Nicol

• AntecedentgtBehavior gt Consequence
• P.I.C or N.I.C.?
• Smoking vs. Cancer
• Positive, Immediate, Certain wins over Negative,
  Immediate, Certain every time
• Reinforce behavior multiple times to sustain it

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Elements of Behavior Change From Dr. Aubrey
Daniels Liz Nicol

• Is a gainsharing or team bonus enough?
• Is it PIC or PDU
• You need a daily,weekly strategy

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Effective Training.

• Custom not Canned
• Tell them what behaviors you want
• Measure Training Effectiveness by Supervisor
  Employee
• No more spray pray

Smartcard
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Elements of Behavior Change From Dr. Aubrey
Daniels Liz Nicol

• A behavior must be reinforced several times
  before it is internalized
• Cross your arms
• Habit Strength
• How long do we have to keep reinforcing good
  behavior?

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Speedbumps on the road to New School

• Expect to hear grumbling
• Middle managers We have too much to do
  Remember the Bob Nelson Gap?
• CAVE People employees We dont want to
  fool with this stuff

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Rewarding and Measuring Middle Managers

• Quality, production 1
• Recognition is the first casualty when companies
  lose money
• Most behavior change programs fail to reward the
  supervisor
• Toms Story

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The Supervisor from you-know-where

• He was held up as the ultimate manager
• Record production and safety
• I worked with a broken arm, why cant they?
• His tactics were fear and bullying
• Highest cost to the company in recruiting/retraini
  ng (1.5 times yearly salary)
• Was asked to change and refused
• Ill burn this project down if you fire me
• The project burned down

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Rewarding and Measuring Middle Managers

• Reward
• Hold Accountable for training and Recognition
• Track involvement
• The Sid Story-Get Buy-In

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Is a pat on the back enough?University of
Waterloo Study

• Perceived Organizational SupportMy company
  values me and they care about me as a human
  being
• POS leads to Affective Organizational Commitment
  or AOC-Where the employee Internalizes the goal
  of the organization.
• The Ritz Carlton Hotel vs. Airline Ticket Counter
  
• POS equals AOC which equals WANT TO DO IT
  Behaviors

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On-the-Spot Recognition MUST

• The in house safety bucks nightmare
• Prevent repeat awards to the same person
• Be tracked to eliminate abuse and favoritism
  (dissatisfier)
• Roses Story-Why them, why not me?
• Daughter of the Month
• Who decides whether reinforcement is positive or
  negative?
• Lunch with the boss
• Jerry Pounds Rule You Cant Positive Reinforce
  someone IF..

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You Did it Right! Card Rewards Behavior Change
Tracks who rewards whom, for what with no abuse
or favoritism
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Elements of Behavior Change Tucker Childers

• Try the Index Card Test
• Four Positives to Each Negative

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Why Cash Isnt King

• Is Cash all it takes?
• University of Waterloo-82 picked cash
• United Parcel Service the 5,000 Seiko Watch
• IBM and the Six Figure Suggestion Award Winners
• Gulf Oil study shows that it takes 6 times more
  cash/gift voucher budget to equal non-cash

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Conclusions

• Cash is a dis-satisfier
• Recognition is a satisfier
• Tangible gifts speed up the process
• Showing employees you CARE they MATTER
• The Blue Ribbon Story

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The Blue Ribbon
A teacher gave each of her students three blue
ribbons and instructed them to go out and spread
this acknowledgment ceremony. Then they were to
follow up on the results, see who honored whom
and report back to the class in about a
week. The Jr. Executive. The Grouchy Boss
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The Blue Ribbon
That night the boss came home to his 14-year-old
son and sat him down. He said, "The most
incredible thing happened to me today. I was in
my office and one of the junior executives came
in and told me he admired me and gave me a blue
ribbon for being a creative genius. Imagine. He
thinks I'm a creative genius. He gave me an extra
ribbon and asked me to find somebody else to
honor. As I was driving home tonight, I started
thinking about whom I would honor with this
ribbon and I thought about you. I want to honor
you. "My days are really hectic and when I come
home I don't pay a lot of attention to you.
Sometimes I scream at you for not getting good
enough grades in school and for your bedroom
being a mess, but somehow tonight, I just wanted
to sit here and, well, just let you know that you
do make a difference to me. besides your mother,
you are the most important person in my life.
You're a great kid and I love you!" The startled
boy started to sob and sob, and he couldn't stop
crying. His whole body shook. He looked up at his
father and said through his tears, "I was
planning on committing suicide tomorrow, Dad,
because I didn't think you loved me. Now I don't
need to."
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Questions?Does anyone have a Satisfier Story?
-Free Research DVD and to learn more visit
www.billsims.com or email bill.sims_at_billsims.net U
S phone [phone]