In my many years of experience growing, coaching and training leaders, I’ve discovered that it’s seldom talent… or training… or give-a-shit… that interferes with a leader’s success…, at all but the senior-most (the senior-most) level.
It’s reinforcement. Or, more appropriately, the lack thereof. Managers are trained, facilitated and coached, then return to the barren wasteland of their workplace, left to fend for themselves amid the hyenas, badgers and cape buffalos.
Identifying appropriate leadership behaviors is certainly valuable. Ensuring learners can understand and assimilate those behaviors… equally important. Senior leadership reinforcing those desired behaviors… priceless.
“In behavioral psychology, reinforcement is a consequence applied that will strengthen an organism’s future behavior whenever that behavior is preceded by a specific antecedent stimulus.”
Thank you, Dr. Pavlov.
In consulting terms, he means “When you ring the bell, the dog slobbers.”
And before any Psychologist wannabes (or the real deal) start to educate me on classical vs. operant conditioning, cut me some slack. It’s newsletter article, and I’m trying not to induce an eye-rolling coma.
Now, let’s be clear. Reinforcement isn’t reminding. Reinforcement is used to specifically connect awareness to execution. Or to quote the slobberin’ dog Doc: It’s “a consequence applied that will strengthen… future behavior.”
Like all things necessary and valuable, there’s a process involved, or in this case, four “elements:”
1 – Set expectations. And make ‘em clear, using specific, plain language. Employees sometimes have some difficulty doing their basic jobs; adding “mind-reading” to their description is just plain unfair. And by clear, I mean the employee should be able to read it back to you, and you agree “that completely covers it.” I can’t tell you how many times I’ve asked if someone understands the expectations, and being told “well, they sure should,” based on peripheral, related discussions. I’m not talking hints, clues or innuendo here—I’m saying use simple, concise English language.
Unless of course you don’t speak English.In which case… ah, never mind.
2 – Follow-up. Make your expectations clear, then back up a bit and give employees room to do their job, exhibiting the very behaviors you are reinforcing. That doesn’t mean “never look back;” to inspect what you expect isn’t micro-management, it’s just good management.
3 – Consequences. Good and bad. Negative consequences generally sound like discipline or punishment and can serve as a learning opportunity. The purpose is to associate a behavior with something unpleasant, so they will not repeat that action (and others may see they are not supposed to act that way either). Positive consequences are still in response to an action, but this time, it’s a pleasant response to positive behavior.
Often times, when we give a negative consequence, we are actually reinforcing a behavior because we are giving that outburst unqualified attention, so be careful here.
4 – Modeling desired behavior. If you want someone to behave a certain way, the gold standard is to make sure they see you behaving that way. Sounds simple, doesn’t it? Actually, it is, though we oft-times manage to screw it up. We’ll promote positive motivation, then threaten someone because “it’s a special situation.” We’ll say we want no profanity, then let it slip because “we were provoked.” We’ll talk about timely meeting attendance while justifying our “hectic schedule.” No excuses. Model it, or don’t expect it. So, we reinforce to get the actual behaviors desired. Consistency, awareness, feedback, and a helping manner (we want them to grow and improve) are all essential.
Just do it…