“But I am not the kind of person who is all warm and fuzzy,” explained Justin. “If someone does a good job, that is what they get paid for. Why do I have to get all blubbery? It just feels goofy.” We were talking about the difference between positive and negative reinforcement.

“As a manager, when someone makes a mistake, do you have to correct them?” I asked.

“Well, yes. That’s what a manager does.”

“And when you correct them, do they do it right, or do they just do it well enough not to get yelled at?” I prodded.

“It’s strange, in the short run, they do better, but it doesn’t take long for them to backslide, take a short cut on a process, skip a step. It keeps me pretty busy, checking their work.” Justin wasn’t being defensive, just very matter of fact.

“So, it feels funny, giving honest and sincere appreciation, but it feels okay providing a little negative feedback?”

Justin grimaced. He didn’t like the way that sounded. “I suppose you are right,” he agreed. “But that is just the way I am.” In a way, he felt justified, even sat up straighter when he said it.

“I appreciate your honesty, Justin.” I smiled.

Justin couldn’t help it and cracked a smile back. “I thought you were going to tell me I was politically incorrect.”

“I am looking for something much more than political correctness. Being politically correct won’t make you a better manager. That’s why I focused on something more powerful, your honesty. Honesty will make you a better manager. Honest and sincere appreciation. Meet me here tomorrow and we will make that connection.” -TF

I was walking the floor. The drone of the saws was dampened by my ear protection. The conversation with Lloyd could barely be heard above the din.

“What’s with all the green shirts?” I yelled.

Lloyd looked around. “It’s green shirt day.”

I nodded as we ducked around a corner where the noise wasn’t so bad. I popped out my earplugs. “What’s green shirt day?”

Lloyd smiled. “It’s like the difference between a light bulb and a laser light. 100 watts from a light bulb will light up a room, but with all the light beams focused together, a 100 watts of laser light will drill a hole in the wall. Same thing works with my team.”

“Positive reinforcement isn’t money. Don’t think that they only element you have as a manager is to give someone a bonus, or a spiff, or a raise. Don’t get me wrong, money is important, but it is not the only touch you have, nor is it the most powerful.”

Travis and I had been talking about shaping behavior using positive reinforcement. Shaping behavior, as in training, as in getting team members to follow a process or sequence.

“See that production line over there,” I asked, pointing toward three lone workers alongside a bank of automated machine presses. Travis looked; he was familiar with that work area.

“Did you ever wonder why those three workstations still exist?” Travis knew that seven other stations in the line had been replaced with the automated presses.

“Yeah, sometimes, it’s like why do we still have people doing that?”

“Initially, that’s what we thought, but when we benchmarked the automated production with the manual production, we found one worker not only kept up, but exceeded the output of the automated machine. We started asking questions. How could this be?

“Turns out the workstation on the end, Rochelle’s station, is right by her supervisor’s office. Every time the supervisor comes out, he stops, looks at Rochelle’s production and smiles at her. It’s the only station he stops at. He never says a word to Rochelle, yet she has the highest production rate.

“Do you think she has the highest production rate because she thinks she is going to get a bonus? I don’t think so.” -TF

“Why do you think we spent the time and money on the t-shirt program, using different colors and all?” Travis was beginning to understand the underlying dynamics. “I mean, we could have just made notes in the personnel file, or instituted some incentive bonus program and spiffed the supervisors.”

Travis was stumped. He had always believed that money was the prime motivator for employees, especially for entry level jobs.

“Travis, when you look out across the floor, do you see the colors? Can you tell who is who and where they are in their on-the-job training?”

“Well, sure. We have three new guys, two forklift certifications, two people certified to close out loading tickets and two guys who can handle shift meetings.”

“This whole program is designed to reinforce desirable behaviors in a way that is visible to everyone. The visibility helps to sustain the positive reinforcement even when the buddy or the supervisor isn’t around.

“And right now, even you or I could walk out on the dock and make a meaningful positive comment about their progression, based on the design of the system.” -TF

“Sustained, discretionary effort. That’s what we are after,” I said. “The training period requires more attention and focus from the manager. But as time passes and new behaviors become competent skills, the reinforcement changes.” Travis and I were exploring the role of the manager in all this, specifically looking at the role of positive reinforcement.

“In the beginning, the manager has to overcome pushback and fear of failure. But, as the new behavior turns to competence, the issues change.”

“So, what does the manager do differently?” asked Travis.

“Lots of things, but let’s start with the easy stuff. In the beginning, the manager may reinforce good old fashioned effort. But as time goes by and the effort becomes accomplished, the manager changes to reinforce a specific sequence. As the specific sequence becomes accomplished, the manager may reinforce speed or efficiency.

“Let’s go back to our example of the video game. Modern game designers structure training sequences into the lower levels of the game. Leveling up requires certain fundamental skills be demonstrated. Once accomplished, the player is introduced to more complex scenarios where mastery of the fundamentals must already exist. Each level becomes increasingly complex. The schedules of reinforcement change, but the principle remains the same. What gets reinforced gets repeated.” -TF