1. Communication Skills

2. Performance Curve Resistant Committed Compliant

3. Communication Skills  Maintain or Enhance Self Esteem  Focus on Specific Behavior and Outcomes  Use Reinforcement Techniques  Listen Effectively  Ask for Feedback  Set Goals and Follow-up Dates

4.  Maximize productivity an service  Improve overall employee performance  Move average employees toward excellence  Build Strong internal relationship

5. Critical Situations  Communicating Performance Standards  Developing Employee Potential  Gaining Commitment to Performance Goals  Selling an Idea  Management Reinforcement

6. Maintain or Enhance Self- Esteem  Self-esteem is:  Importance is on maintaining or enhancing self-esteem for one reason  Research has shown that job performance and self-esteem are closely related.

8. Affecting Employees  Employees with high self-esteem and confidence will perform better.  Encouraging feelings of competence results in higher levels of productivity when the Manager is not immediately available.

9. Focus on Specific Behaviors and Outcomes  Means to concentrate on a specific action that a person has done or that you’d like that person to do. This avoids  ATTITUDES  PERSONALITIES

10. Summary  Focusing on specific behavior, you increase the likelihood that you will be clearly understood.  Identifying the outcome of a specific behavior allows the employee to understand how his/her performance fits into the big picture and emphasizes the importance of a particular behavior.

11. Reinforcement Techniques  Anything you do to ENCOURAGE behavior that you want MORE of or DISCOURAGE behavior you want LESS of.  Developing behavior over time through reinforcement techniques you get:

12. Three reinforcement techniques  Rewards  Consequence  Ignoring

13. Rewards  Positive reinforcement: something that satisfies a need.  Examples  Recognition  Expanded authority  A promotion  A verbal “pat on the back”

14. Consequences and Ignoring  To get less of a behavior. To get the employee not to repeat the behavior  Discussion of the problem behavior  Physical show of displeasure  Written Warning  Side affects

16. Ignoring  Ignore:  Behavior that is a nuisance  Whining, complaining, blaming  Don’t ignore  Good behavior  Serious problem behavior

17. Summary  Employee must perceive the reward you give as a reward  Don’t wait for major changes to reward or positively reinforce desirable behavior  Hard to start behavior change than to keep it going  Positive reinforcement should follow immediately the desired behavior