Managing Behaviors

Objectives Understand the difference between leadership and management. Understand various reinforcement methods and how to use each. Understand performance management and how to measure success. Gain and share ideas on team building and recognition.

Statistics “…only 29% of employees in the U.S. and Canada are engaged…” (Gallup Inc.). The average American spends 15 hours a month criticizing or complaining about their boss…(DDI). According to Restaurant.org, employee turnover rate topped at 70% in 2016.

Leadership Vs. Management Great leaders work for the cause first, and then the cause of the organization.

Are You a Leader? https://www.youtube.com/watch?v=fW8amMCVAJQ

Managing Behaviors Fact: Most often, if an employee gets away with a negative behavior 3 times, the employee believes the behavior is acceptable.

Reinforcement Management Reinforcement theory proposes that you can change someone’s behavior by using reinforcement, punishment, extinction. Rewards: used to reinforce the behavior you want. Punishment: used to prevent the behavior you do not want. Extinction: means stop someone from performing a learned behavior. Kenneth Blanchard, Ph.D Spencer Johnson, M.D.

Positive Reinforcement Offering a positive response when a person shows a positive and required behavior. Example: Praising an employee for taking food temperatures on time without a reminder.

Positive Reinforcement 5 KEYS FOR EFFECTIVE DELIVERY Make it personal Make it immediate Make it frequent Make it social Make it earned Source: Aubrey Daniels

Human Behavior Many believe the need to be appreciated is a basic principle of human nature and most people have deep desire for personal recognition. Few people have the strength or ego to maintain high self esteem without positive feedback. Without positive feedback, employees often suffer from a sense of incompleteness.

Negative Reinforcement The removal of a negative condition to strengthen a behavior. Example: Leave work early and discover traffic is lighter. You leave home earlier again the next morning and again you avoid heavy traffic. Your behavior of leaving home earlier is strengthened by the consequence of avoiding heavy traffic.

Punishment Reinforcement Punishment refers to adding something aversive in order to decrease a behavior. Punishment involves either presenting or taking away a stimulus in order to weaken a behavior. Example: Employee does not record food temperatures 2 days in a row. Giving the employee a verbal warning or progressive discipline may result in a positive reinforcement. Punishment involves either presenting or taking away a stimulus in order to weaken a behavior.

Extinction The disappearance of a previously learned behavior when the behavior is not reinforced. Extinction means to stop someone from performing a learned behavior. Example: You teach your dog to shake hands. Overtime, the trick may become less interesting. You stop rewarding the behavior and eventually stop asking your dog to shake. Eventually, the response becomes extinct, an your dog no longer displays the behavior.

Why reinforcement Increase moral Increase productivity Positive customer service Ensure safety and reduce lost time due to injuries

Role Play Scenario:

Performance Management

Addressing Negative Behaviors Don’t avoid the issue – Be a leader, clarify expectations immediately Coach/Mentor Weekly or monthly 1:1 update Acknowledge mistakes and lessons learned Document Notebook Tracking Form (check list, check mark) Communicate performance Progressive discipline

Engage Your Team

Grow Together Clearly define roles and responsibilities https://businesschemistry.deloitte.com/#/landing Grow Together Clearly define roles and responsibilities Team building to build relationship with your staff Morning stand up meetings Be proactive with feedback (good or bad) Discuss lessons learned Always celebrate success Free personality assessments Myers-Briggs Test Business Chemistry

Recognition Ideas Acknowledge an employee’s birthday, work anniversary, special life events, team accomplishments Create a team recognition bulletin board (picture, biography, accomplishments) Breakfast treat, themed team or a thank you lunch Hand written note Warm welcome (new employee) Recognize your employees personal accomplishments Say thank you with sincerity and promptly

It All Begins With You

Questions Naomi Steenson, MS RD Colorado Department of Public Health & Environment Child and Adult Care Food Program Director Naomi.steenson@state.co.us 303-692-2304