The Problem
Thinking of reinforcement typically brings punishment to mind. You interrupted your mom during her telephone conversation and she sent you to your room. We all remember receiving punishment for what we did or didn’t do as kids.
The same thing happens at work. You’re not billing hours to any clients right now. Your boss sends you to the worst client available to keep you billable and punish you for reducing the practice’s profitability for the month.
One of my previous employers assigned unbillable consultants to a Guam client for a year overseas away from family. This certainly points out you need to improve. But it doesn’t do much else, like tell you how to increase your billable hours.
The Solution
Prompt and consistent positive reinforcement rewards desired behavior, instead of punishment for unwanted conduct. Repeatedly, letting someone know they did what was desired sets the foundation for successful change.
Unfortunately, we often struggle to find ways to reinforce desired behavioral change. Human resource policies forbid gift-giving because it’s preferential treatment, ethics regulations prohibit public employees from buying a contractor’s lunch to thank them for their fine work, and so on.
A dear friend of mine and world renown change management expert always reminds me of the following story. After a successful go-live, the hospital Medical Director arrived unannounced at the call center with a sheet cake. Without ceremony, he sliced and plated one piece at a time and personally served and thank each call taker. Years later, call center staff still talk about his gratitude and how much it meant to them.
Source
McCarthy, Claire, Douglas Eastman, and David E. Garets. Effective Strategies for CHΔNGETM, New York, NY: HIMSS Publishing, 2018
