“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

“So, what does this have to do with training?”

“My favorite subject,” I replied. Our discussion about positive reinforcement had finally moved to training. “You did some training last year, tell me about it.”

“Well, first, we invested a decent budget. This was a new process we were working on. We spent a lot of time looking at a couple of different programs. We put together a decent PowerPoint, even hired an outside trainer.” Travis stopped.

“And?” I said.

“And, after all was said and done, a lot more was said than done.” Travis chuckled. “I heard that in a seminar once. But maybe it’s true. After the training, some of the people worked the new way, but some didn’t. Over time, the whole process was abandoned. ”

“You know your program really didn’t have a chance. It was missing something critical,” I said.

“I know, you are going to say positive reinforcement, but we all talked it up and everyone got a certificate when the training was over,” Travis defended.

“That’s all very nice, but I am not talking about being nice. I am talking about being effective. In the training you demonstrated a new process. This new process required a new skill, a new behavior.

“Travis, I can show you how to throw a ball, but if you want to get good at it what do you have to do?”

Travis looked puzzled, “Practice?” he said.

I nodded. “Very special practice.” -TF