Leadership: Motivating Others& Driving Improvement

• Begin with praise and honest appreciation.
  • It is easier to take criticism after we’ve heard some praise.
  • Look for things done well before calling attention to failings.
  • Follow up sincere praise with an “and” rather than a “but” before delivering criticism. Otherwise, your praise may seem contrived and artificial.
    • Example: Instead of, “We’re proud of your grades son, but if you had tried better in algebra they would be a lot better” to “We’re proud of your grades son, and if you keep it up you’re algebra grades will be even better next semester.”

• Talk about your own mistakes before criticizing the other person.
  • The pain of criticism is easier to bear when you share your own mistakes.
  • The others will be more motivated to correct themselves.

• Call attention to people's mistakes indirectly.
  • Direct, harsh criticism can destroy incentive to improve.
  • Possible Method: Asking the other party to consider alternative points of view, i.e. “Is this process the most efficient way to get the job done?” and “I wonder how user-friendly this feature will be.”
  • Possible Method: Rather than pointing out a sales clerk’s inattentiveness toward customers, a store manager might help out the customer in full view of the inattentive sales clerk.
  • Possible Method: Instead of “Your idea isn’t very good,” “This idea may not work in the present environment.” It isn’t the work/idea that is flawed; it’s the environment’s fault. Don’t be too obvious.

• Let the other person save face.
  • By not giving the others a chance to avoid embarrassment, they may become defensive and work hard to avoid admitting their failings.
  • Damaging someone's ego will build resentment in the long rung.
  • Always try to give criticism in private. Don’t make the individual look bad in front of his/her peers.
  • Example: Instead of demoting someone, change his or her title and responsibilities – a lateral move that avoids a very public embarrassment.

• Make the fault seem easy to correct. Use encouragement.
  • You can enable others to succeed by making faults seem easy to correct and new skills seem easy to learn.

• Praise the slightest improvement and praise every improvement.
  • Praise will reinforce the growth of desired behavior and bad habits “will atrophy due to lack of attention.”
  • Try to be as specific as possible – it should come from the heart and be completely sincere.
    “Abilities wither under criticism; they blossom under encouragement.” – Dale Carnegie
  • Give the other person a fine reputation to live up to.
    • Example: “Matt, you have been such a capable producer in the past, but your recent projects hasn’t been up to your old standards.”
    • Showing others that you respect their capabilities in some capacity is empowering and earns you their respect.