I once worked for a manager who gave a lot of feedback. I appreciated that since most of my managers up to then hadn't given much at all. What I didn't appreciate was that he only focused on what didn't happen or what went wrong.
I have no idea why he couldn't accentuate the positive. If you made a big sale he would point out that the paperwork wasn't done correctly.
If you scored a 98 on a mystery shop he would want to review the one item the employee missed. If you hit 104% of sales he would want to talk about what kept you from achieving 105%. You get the picture. His perspective was out of balance.
It isn't much different from the manager or owner who only focuses on the positive.
One manager who reported to me was the King of Pollyanna-land. If his store burned down he would have found a way to position it as a good thing. Needless to say, this guy didn't have much credibility with his team. His praise went in one ear and out the other.
OutFront frontline leaders keep and share a balanced perspective.
They recognize and celebrate success, and they identify and share improvement opportunities.
They know not to undermine praise with poorly timed feedback, and to not weaken critical improvement feedback with false praise.
They avoid being critical, and focus on what they want employee to do better or different. (That’s exactly what I teach in my EveryDay Coaching program.)
Keeping and sharing a balanced perspective is a key to helping employees develop and your store to succeed.
So let me ask, do you keep a balanced perspective? How balanced is it? More important, how balanced does your team think your perspective is? What should you do this week to have a more balanced and productive perspective?
Have a great week!
Reminder: I am running a new Four Week EveryDay Coach and Leader program starting September 14th. This is the perfect program for you or someone on your management team to learn how to effectively coach your staff to higher levels of performance. Details here.
About Doug Fleener
Doug Fleener, a proven business and customer service experience expert, helps companies achieve performance that exceeds customer and employee expectations resulting in more sales, profits, and customers.
Learn more about our services at Sixth Star Consulting, or call Doug at 844-861-7803 to discuss how he can help you achieve higher levels of performance and results. Learn about Doug's keynotes and workshops at DougFleener.com. Sample a Sixth Star University online training program at SixthStarU.com.