Monday Mentor-Refresher 4-The Basics of Positive Feedback

The correct and frequent delivery of positive feedback is one of the most powerful tools available to any leader. Unfortunately, it is also one of the most widely misunderstood, misused and underused tools as well.

Positive feedback is providing appreciation and acknowledgement when a team member performs at their role expectation or higher. It is simply designed to replicate the positive behavior or performance from the team member and create a culture where others strive for the positive feedback and acknowledgement.

For those of us who are dog owners and those of us that have previously enjoyed the company of man’s best friend, we can compare positive feedback in work team members to the process of conditioning dog responses. When you throw the tennis ball to the dog and he brings it back, you say “good dog.” When you throw the ball again and he brings it back, you again say “good dog.”

In the event that you cease saying “good dog” the dog will stop bringing the ball back. You say “good dog” to praise a positive event and encourage the replication of an appreciated behavior.

For those of us who have raised children, we can also compare our interactions with them to the correct use of positive feedback at work. When a child brings home a good report card, we say “good job, nicely done.” The intent is to reward the good grades and encourage more good grades. Every time the grades come back well, we repeat the praise.

Please don’t get this comparison wrong. Adult working humans are very much different from dogs and children. Or are they?

Adults react to reinforcement conditioning in the same way as children and dogs. When positive feedback exists, they will replicate the behavior. When no positive feedback exists, there is little motivation to replicate the performance.

Why Bother
In about twenty years of consulting and training work, we have documented an incredible phenomenon related to the lack of positive feedback in working environments. It is the “Why Bother” phenomenon.

Basically, what happens is that a team member does something well and the leader does not acknowledge or appreciate the activity. The first time around, there is not much harm because intrinsic motivation and pride will drive the team member to do well again. Unfortunately by the second or third time with not acknowledgement, thanks or reasonable belief that any appreciation is coming, the team member will develop a “why bother” approach and begin performing at minimum or worse levels.

This phenomenon also occurs when a leader is seen only in the role of critic in chief. The only time we hear from the boss is when something is wrong or she always tells people how to do it better so, “why bother.”

“Why bother” can become pervasive in workplaces and organizational culture when there is no expectation for positive feedback. It is very common when a leader ascribes to the “I pay them to do a good job” or “I expect them to do a good job” or the “when they don’t see me they know they are doing well” philosophies. Arcane and fatally flawed, you can’t produce replicated good performance through ignoring people.

Another contributor to “why bother” are the systems used in place of human interaction positive feedback. Annual performance reviews, employee of the month plaques and bonus checks have value but do not come close to the immediate reinforcement needed reproduce good performance.

As a leader, if you want to jump start the performance of team members or recharge an entire work group that you think is under-achieving, positive feedback can cure the “why bother” phenomenon quickly and re-motivate team members.