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How Am I Doing?

By Peter Lloyd

You've seen the signs on the backs of semis. "How am I driving? Call 1 800 EAT DIRT." Or something to that effect. Those signs are inspired by a cruder version with a real 800-number. How do you feel about being asked to be a snitch?

And what about those comment cards you find in your favorite franchise restaurant? The ones that ask you to rate the performance your server. Someone who's no doubt underpaid, overworked, and at the mercy of some short-tempered, short-order cook.

Every employer wants to inspire great job performance, better customer relations, and maybe even a creative suggestion now and then. But they're certainly not going to get any of those things by holding a hatchet over their workers' heads.

Remember the 7th grade tattletale? You know, the loser who used to volunteer to take names in the lavatory. Why would any employer want to attract remarks from the likes of him? What's the difference between relying on the word of the class tattletale and taking phone calls or comment cards from the general public?

Do employers honestly expect to raise morale with the likes of a lavatory monitor? Remember what happened to him, don't you? They made him eat the urinal wafer.

A hospital I visited had a more creative idea. In the elevator were a supply of "Care Grams"—cards that asked you to complete this positive thought:
I would like to send this Care Gram to note the outstanding RITE values of Respect, Integrity, Teamwork and Excellence displayed by:
I think the self-fulfilling prophecy is at work here. If you think your people are out to take advantage of you, then you ask the public, "What's wrong?" Is it any surprise that your negative approach attracts equally negative responses?

If, on the other hand, you believe that your people are doing their best and you ask for examples of excellence, you're going to receive positive ideas you can use to encourage continued improvement.

Of course, I always fill out the negative comment cards. Typically like this:
Pay your people well. Give them room to grow. Listen to their ideas. Let them share in your accomplishments. And you won't have to print anymore of these nasty little cards.

Peter Lloyd is co-creator with Stephen Grossman of Animal Crackers, the breakthrough problem-solving tool designed to crack your toughest problems.
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