Applying C.P.R. - Not the Medical Kind

Focus: Employee Motivation, Performance Management, Management Success

Audio Lesson  - Duration: 3 mins. 21 secs.

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Applying C.P.R
Read time: appx. 2 mins.
Wc: 487 
Transcript - print now 

In this bite-audio lesson we’re going to be introducing a coaching and communication philosophy called C.P.R. That’s right C. P. R. Now I know you’ve heard of it in a different context – that is in the medical field, but it’s also a great technique and philosophy for managing a team and building great rapport with your employees.

So, what does CPR mean? CPR stands for – Compliments, Praise, and Recognition. Again - Compliments, Praise, and Recognition. Now there are three elements to applying, or administering CPR in the most effective way.

Those three elements include the following:

First,  you’d like for your CPR to be timely. That is to administer it at a time when it’s going to be the most meaningful. I don’t think it’s nearly as meaningful, or perhaps even motivating, to give someone a compliment six months, maybe a year out from when something was actually accomplished. So timely is very important.

Secondly, you want it to be specific. It’s very important to remember that when you give specific feedback, you’re actually reinforcing the desired behavior – both on a conscious level and also on a subconscious level. So you want it to be as specific as possible.

And then finally you want to be able to share some benefits of the behavior, the action or the outcome. So consider the benefits to you, the team, or even the company as you determine what benefits you want to share.

Here’s an example of how CPR might be applied. Sue’s an employee who is asked to compile quarterly sales figures for a client meeting. Sue took on that responsibility with a great attitude, and in fact the report was handed in on time, looked visually appealing, the numbers were laid out in such an effective way that it was very to read, and in fact made the client meeting go much smoother than expected.

As a side not, there are many cases throughout our workday when those kinds of things happen and the opportunity to apply a little CPR is missed. Sometimes it’s in the little things that actually have the biggest and most significant impact.

So here’s how a CPR conversation might go – “Sue, I really appreciate the work you did on that report. It was handed in on time, it looked great visually, and the numbers were laid out so well that the client meeting went much smoother than expected. Thanks again for a job well done. We all appreciate it – there was a lot less stress because of your work, and it helped to reinforce a good rapport with the client. Thanks again!

It’s amazing how just a little CPR can go such a long way. So I want to encourage you to begin to look for opportunities to apply a little CPR to your team.

Supporting lesson(s): Are you making deposits?, Managing is Conditioning

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Are You Making Deposits?

Focus: Employee Motivation, Management Success, Performance Management

Audio Lesson - Duration: 1 min. 27 secs.

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ARE YOU MAKING DEPOSITS?

Word Ct: 161

Read time: 1 min.
Transcript - print now

Sounds like an odd question, doesn’t it? Yet, knowing what this means is essential to successful management in motivating employees.

Each employee has something known as an emotional bank. Depending on what’s going on during a work day, that emotional bank either gets deposits or withdrawals. 

So, if you are pleasant to that employee, you say thank you or communicate that you appreciate the work they do; you are making “deposits” in their emotional bank.

If on the other, you let a negative employee reign in the group (I call them toxic) or you are hyper critical of the work of the employee, that would result in withdrawals. 

Why does that matter? The emotional bank of an employee is the hub or their individual motivation. You, as a manager, have a significant opportunity to keep an employee motivated with this knowledge.

Coaching Tip: Create an ongoing plan to continually make deposits in the emotional bank of your employees.

T=F=B

Focus: Employee Training, Employee Motivation, Performance Management, Management Success

Audio duration: 4 mins. 13 secs.

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T=F=B

Transcript - print now

wc:573

As we continue with laying a strong foundation for being a successful and effective manager, it’s important to understand that what will help you be so is learning about you operate and in that continuing to commit to your own personal development and self management. 

Also, all the lessons included in this management training series through out the year hinges on your understanding of the concept I am now about to introduce to you.

The concept is T = F = B and I’ll explain in the context of what I call reverse management training.

It’s been my observation that in many management training programs there has been taught a reverse way of how to train, manage and develop employees. Now what do I mean by that? 

In general when most people go to a management training they go to learn how to impact, modify or develop the behavior of their team so that they can get different and hopefully better outcomes. What’s interesting about that is when you understand how the brain works and you understand human behavior, talking about and only talking about impacting behavior is actually reversed.

Here’s what we should be thinking, in fact if you have a sheet of paper I want to encourage you to write down this formula. The formula begins with the letter T, T impacts F impacts B. So it’s T as in Tom, F as in Frank, B as in Boy. So what does the formula stand for? The T stands for think, the F stands for feel and B stands for behavior. In reality, this is how we operate.

When we experience an event, the first thing that happens both on a conscious level and on a sub-conscious level is we generate thinking around that event and that thinking usually is an interpretation of the event or experience that we have. Whatever we think then generates feelings about that event and depending on our personality types, the intensity of those feelings are on a scale of 1 to 10. Then those feelings shape, influence and dictate how we behave or how we will respond to the event.

In most management training, that formula is not taught and additionally very little is taught about how to address the beginning of that formula. How many times have you been to a management training and there’s been some time really focused on how to influence the thinking of an employee. Actually that’s in a way what makes management “kinda” hard; we’re trying to work with the end of the formula rather than address the beginning. I submit to you that if we spent more time cultivating the thinking of our team members that there would be a direct impact on their performance or their behavior. 

And that brings us back to you. It’s essential that you understand this is how you work also and that’s why we will be spending the next few lessons and will continue to have lessons under the theme of The Management Mindset to help you developing thinking like a manager. That needs to be a conscious transition in order to ensure your success and competence!

Action: Use this formula as a coaching tool for yourself and your team members. With it, you’ll be able to manage your thinking and emotions to ensure the outcomes you want and to be able to identify any counterproductive activity that’s undermining what you really want to occur

Handwritten Thank You Note

Focus: Employee Motivation, Management Success

Audio: 2 mins. 26 secs.

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Handwritten Note

Wc: 436
Transcript - print now

Here’s another in a series of ideas on how to apply C.P.R. to your team. If you’ve not listened to the introductory recording on applying CPR, let me encourage you to do that first. You know, C.P.R. is about infusing life into your team, feeding their motivation, and making deposits in their emotional and psychological fuel cells. 

Recently, there was a survey done among a certain segment of the healthcare population. And one of the questions that was posed in the survey was this: If you could get anything from your boss, what would it be? 

The number one most popular answer was this, a handwritten thank you note from my boss. Wow! We think handwritten and thank you notes are somewhat a thing of the past. But you know what? I think they probably should come back. 

I recently encountered a manager at a workshop that I conducted that did exactly that. But she added one other element to it that I think is worth your consideration. You know, she had one hundred and fifty employees and, you know, that’s astonishing enough. And in an effort to express to her employees how much she appreciated them, she did write a handwritten thank you note to every member of her staff. 

However, rather than distributing them at work, she thought it would be much more effective and have much more impact to actually send the handwritten thank you notes to their homes. You know, I thought, “How brilliant. What a great idea!” 

You know the place of recognition in every home that is tried and true? You know that refrigerator? I would suspect that even for the shyest employees, to have that handwritten thank you note posted on that refrigerator would be a great source of pride. 

You know, they would get to see it in the privacy of their own space every day, and also, to be able to display it to their other family members. You know, as a parent, to model for their kids. Boy, that would go a long way in motivating an employee on an ongoing basis. Talk about making lots of deposits in their emotional and psychological fuel cells. 

Let me encourage you to consider this idea for applying C.P.R. to your team. Consider a handwritten thank you note sent to your employees’ home.