Remember the classic, The One-Minute Manager, by Drs. Ken Blanchard and Spencer Johnson? Loved that book! One of their most famous pieces of advice for leaders and managers in effectively working with their team members was to, “Catch them in the act of doing something right.”
When you catch someone in the act of doing the right thing (or doing the thing right), make sure you acknowledge verbally and, if appropriate, make sure everyone else in the office or home – or wherever—also knows about the recognition.
When the customer service rep handles the person in front of you with patience and empathy, make sure you let them know you noticed, and how impressed with them you are. If there are others around, it wouldn’t hurt to lavish your praise in a voice loud enough for them to hear, as well.
And, of course, isn’t it great to catch a child in the act of doing something right, and verbally reward him or her for that?
As the saying goes, whether positive or negative…
“Behavior that gets rewarded, gets repeated.”
On a scale of 1-10, how would you rate yourself in terms of catching others in the act of doing something right? How would you suggest improving on your score, or how others could improve upon their scores? And, if you have any personal examples…please feel free to share.