November 12, 1997

It's the little things that count

By CLIVE SHEARER
Management and Marketing

It's easy to feel pressured these days, from unexpected phone calls to personal interruptions, to log jams both on the road and on your desk. Perhaps it's time to take a step back and reassess the human aspect of life in general and business in particular.

Sometimes, especially when under pressure, it is tempting to let the norms and standards of etiquette slip. Don't. To be more specific:

1. Don't let standards slip. Given overload from the numerous calls that come in to the typical office, people sometimes speak too fast, sound uninterested, frustrated or irritated, keep people on hold for too long or end calls abruptly. This often serves to annoy callers who themselves are busy and under pressure. Their annoyance may be noticed and so a cycle of tension develops.

2. Don't forget the personal touch. When the work keeps piling up and it seems like you'll never catch up, it's all too easy to forget to compliment those who do a good job or put in extra time or effort. It takes just a few seconds to tell someone you sincerely appreciate their work, or to thank a colleague for helping you out. It doesnt have to be anything extraordinary as people thrive on simple, but honest words of appreciation. It never hurts to recognize someone's effort, plus, the fact that you noticed, is a great morale builder -- even if they are "just doing their job." People who are good at what they do like to hear others acknowledge their expertise.

While the spoken word is best, a written note of thanks works too --especially if it is personalized and not just addressed to a whole department of employees. When someone is thanked in person as well as in writing, the effect more more than doubles -- especially if their peers hear and see the compliment.

3. Be specific. It is interesting to note that when staff are chastised, management usually explains exactly what when wrong, people often get complimented without knowing specifically what went right. This is fine for general morale boosting, but does little to ensure that they continue to repeat the desired behavior.

4. Avoid the two extremes. It is tempting to let your frustration show when dealing with those who struggle to meet your standards, yet a word of encouragement can boost confidence and improve performance. On the other hand, those who consistently excel are often taken for granted, until they leave because they were courted by a new employer who recognized their talents and lifted their morale. So it never hurts to remind the cream of your achievers, from time to time, how much they are valued.

5. Don't wait. Sometimes managers save up compliments for performance reviews, staff meetings or special company events. However, it is best to give the compliment as soon as the staff member has meet a goal, completed a task or met an expectation. Even a word of encouragement in mid-task can have a powerful motivational effect. Repeating your appreciation later in a different setting actually reinforces the compliment rather than dilutes it. So to sum up, never be too busy to miss an opportunity to say "thanks, I appreciate you."

Previous columns:

• Dealing with the difficult person, 08-13-1997
• Searching for the time to add value, 07-09-1997
• Don't wait for a fire to build a fire station, 06-11-1997
• Four reasons to stay with the firm -- or to leave, 05-14-1997
• THE DETERIORATION OF SYSTEMS OVER TIME, 03-12-1997
• FOLLOW UPS CAN MAKE OR BREAK A BUSINESS, 02-12-1997
• LEARNING THE RULES OF THE GAME, 01-08-1997
• 1997 REGIONAL ECONOMIC FORCAST, 12-11-1996