Giving a good pat on the back

The art of positive feedback is a management skill that is most critical.

It will make or break the motivation of an employee.

Giving positive feedback reinforces behavior and performance that is desired.

Most managers think they are giving positive feedback all the time.

In fact they will say, "I tell my staff they are doing a good job." But it's important to be very specific about the feedback and the positive impact of the employee's behavior and performance.

We need to describe the behavior very specifically so that the employee knows what behavior to repeat.

For example, if a manager wants to give positive feedback to an employee about an interaction with a customer he or she would say something like this: "Tom, your manner of dealing with customers is ideal - eye contact, smiling, using their names, and showing respect are always there.

In fact, Mr.

Allen commented to me about your wonderful customer service." The specific behavior that we want reinforced is described and we have also commented on the impact of the behavior on the customers.

This is more powerful than just saying, "Good job Tom." which can be received as backslapping and phony.

Beyond verbal positive feedback there are thousands of ways to express gratitude for a job well done and managers don't have to bankrupt the company in order to show employee appreciation.

Here are just a few: Recognize with a title: Employers have discovered that people do care about their job titles sometimes they will even choose the better title over more pay.

Gold stars: Set milestones for the week with input from staff members.

On Friday, employees receive a Gold Star for each milestone met.

Public recognition: Office-wide emails, inter-office memos, postings on bulletin boards or company intranet congratulating employees of all levels for major achievements.

Follow up the public announcement with a private, personalized note to reaffirm the employee's major accomplishments are not only noticed and appreciated, but that the company also recognizes his or her small, day-to-day accomplishments.

Lighten up the workplace with impromptu celebrations.

Surprise employees with "spontaneous" social breaks, away from the daily work routine.

The key to the art of positive feedback is to experiment and learn what types of rewards motivate each employee.

Jane Boucher is an author and professional speaker with offices in Carson City and Ohio.

Reach her at 775-884-4899, 937-416-9881or janeboucher@mail.com.

Her website is www.janeboucher.com