1. Managing Behaviors

2. 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.

3. 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.

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

5. Are You a Leader?

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

7. 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.

8. 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.

9. 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

10. 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.

11. 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.

12. 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.

13. 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.

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

15. Role Play
Scenario:

16. Performance Management

17. 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

18. Engage Your Team

19. Grow Together Clearly define roles and responsibilities
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

20. 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

21. It All Begins With You

22. Questions Naomi Steenson, MS RD
Colorado Department of Public Health & Environment
Child and Adult Care Food Program Director