WEBVTT 00:00:16.529 --> 00:00:19.325 I always find it interesting when I ask people, 00:00:19.367 --> 00:00:21.919 "How do you know whether you're doing a good job?" 00:00:22.283 --> 00:00:25.325 You might be surprised that the number one response is 00:00:25.355 --> 00:00:27.294 "Nobody's yelled at me lately. 00:00:27.365 --> 00:00:29.247 No news is good news, right?" 00:00:30.209 --> 00:00:32.558 Why is this such a typical response? 00:00:32.605 --> 00:00:33.668 Well... 00:00:34.047 --> 00:00:37.671 I believe one reason is because people generally have the illusion 00:00:37.682 --> 00:00:41.558 that they can control others because they're in a position of power. 00:00:41.801 --> 00:00:44.114 When it comes to maximizing leadership, 00:00:44.170 --> 00:00:46.598 you should never have to yell at people. 00:00:46.764 --> 00:00:49.005 You don't have to dwell on the negative... 00:00:49.154 --> 00:00:51.480 and you certainly don't need to manipulate others 00:00:51.491 --> 00:00:53.114 to get things done your way. 00:00:53.374 --> 00:00:54.567 There IS a better way! 00:01:00.623 --> 00:01:02.542 Based on my experience, 00:01:02.586 --> 00:01:04.976 people really do want to perform well 00:01:04.987 --> 00:01:07.823 and maybe even have a bit of fun while they're at it. 00:01:07.879 --> 00:01:10.730 So why not create an environment where they get things done... 00:01:10.785 --> 00:01:12.323 in a positive way? 00:01:12.738 --> 00:01:15.156 In some organizations, "results" 00:01:15.167 --> 00:01:16.987 is the only word that matters. 00:01:17.059 --> 00:01:19.808 So... some people might ask, 00:01:19.927 --> 00:01:23.378 "Why would you want to observe and praise people doing things 00:01:23.389 --> 00:01:24.687 approximately right? 00:01:24.759 --> 00:01:26.759 Or... almost right?" 00:01:26.940 --> 00:01:31.531 Well, because good results are made up of a whole series 00:01:31.559 --> 00:01:34.015 of approximately right behaviors. 00:01:34.446 --> 00:01:38.038 If you want to recognize someone until they do something exactly right... 00:01:38.049 --> 00:01:39.594 you might wait forever. 00:01:39.963 --> 00:01:42.589 It's like teaching a child to talk. 00:01:42.786 --> 00:01:44.786 Suppose a kid has never said anything. 00:01:44.826 --> 00:01:46.760 And you want the child to say, 00:01:46.771 --> 00:01:49.198 "Give me a glass of water, please." 00:01:49.457 --> 00:01:52.545 If you wait for that full sentence before you give them any water, 00:01:52.556 --> 00:01:54.088 what are you going to have? 00:01:54.442 --> 00:01:56.702 You're going to have a very dehydrated kid, 00:01:56.713 --> 00:01:58.072 a serious problem, 00:01:58.144 --> 00:02:01.056 because the child doesn't know how to say it yet. 00:02:01.472 --> 00:02:03.204 So, you start off with, 00:02:03.279 --> 00:02:06.516 "Water, water, water." 00:02:06.757 --> 00:02:11.244 And one day the kid says, "Lawler, lawler." 00:02:11.345 --> 00:02:13.697 Oh my gosh, everyone come here and listen to this... 00:02:13.729 --> 00:02:17.322 our child just said "lawler, lawler, lawler." 00:02:17.441 --> 00:02:18.434 That's not water, 00:02:18.466 --> 00:02:21.323 but it's not bad and you don't want your child reaching adulthood 00:02:21.334 --> 00:02:24.544 going into restaurants asking for a glass of "lawler." 00:02:25.038 --> 00:02:27.993 So, after a while you only accept "water", 00:02:28.024 --> 00:02:31.352 then you move on to the word "please". 00:02:31.744 --> 00:02:35.696 All performance is in progression, so you want to praise progress. 00:02:41.862 --> 00:02:44.758 Leaders and managers today are going at full speed - 00:02:44.790 --> 00:02:46.040 all the time. 00:02:46.153 --> 00:02:47.336 So, a lot of them think, 00:02:47.396 --> 00:02:51.008 "When do I have extra time to worry about redirecting employees?" 00:02:51.236 --> 00:02:54.633 Well, you can't afford not to redirect them! 00:02:54.861 --> 00:02:58.509 Just like in the story, if the parent didn't redirect the child from saying 00:02:58.620 --> 00:03:02.509 "lawler" to "water" - that would be a problem. 00:03:02.831 --> 00:03:06.786 In other words, do you want to put your time in upfront or later on - 00:03:06.857 --> 00:03:07.942 you know - 00:03:07.952 --> 00:03:09.952 pay now or pay later? 00:03:10.358 --> 00:03:13.246 If you learn to redirect your reports towards better performance 00:03:13.289 --> 00:03:16.324 and at the appropriate time, you can get people back on track... 00:03:16.402 --> 00:03:17.449 much quicker. 00:03:17.642 --> 00:03:18.480 If you don't... 00:03:18.490 --> 00:03:19.980 and they crash and burn... 00:03:20.011 --> 00:03:22.668 you're going to have a much bigger problem to deal with. 00:03:22.819 --> 00:03:26.887 Redirection comes into play when you first notice that something's not right, 00:03:27.062 --> 00:03:29.277 it might not be completely wrong, 00:03:29.322 --> 00:03:31.322 but it's not in the direction you want. 00:03:31.332 --> 00:03:32.293 So... 00:03:32.303 --> 00:03:33.730 you redirect it. 00:03:33.999 --> 00:03:37.402 Redirection can get them back on the road to good performance. 00:03:37.508 --> 00:03:40.324 If you wait, you're going to be in trouble. 00:03:40.818 --> 00:03:44.527 If you take this approach, you're going to see immediate results. 00:03:44.594 --> 00:03:46.748 And then YOUR boss is going to come to you and say, 00:03:46.759 --> 00:03:49.777 "I've noticed these results. What are you doing?" 00:03:50.506 --> 00:03:52.059 That would be a good thing, right? 00:03:57.725 --> 00:04:00.787 Your employees must have goals that are clear 00:04:00.798 --> 00:04:04.063 because performance starts with goals that are understood. 00:04:04.183 --> 00:04:08.141 With those clear goals... praising along the way is key! 00:04:08.494 --> 00:04:10.993 A lot of times however, when performance is low, 00:04:11.004 --> 00:04:13.626 many leaders or managers use reprimanding 00:04:13.637 --> 00:04:15.569 their employees versus redirecting them... 00:04:15.669 --> 00:04:17.606 to get them back on track. 00:04:17.834 --> 00:04:19.653 Again, I think there's a better way. 00:04:20.053 --> 00:04:23.543 First, we all know that good performance starts with clear goals. 00:04:23.625 --> 00:04:27.878 Second, once people know the goals, you give 'em praise along the way. 00:04:28.009 --> 00:04:30.633 And third, you tell them what they did wrong 00:04:30.644 --> 00:04:31.847 and then take a deep breath and 00:04:31.858 --> 00:04:34.769 positively reaffirm the expected behavior. 00:04:34.997 --> 00:04:36.613 That's redirection... 00:04:36.632 --> 00:04:39.269 as opposed to tearing down the person by reprimanding them. 00:04:44.809 --> 00:04:47.729 Most organizations spend all their time looking for the next 00:04:47.756 --> 00:04:50.676 new management concept and they never follow up 00:04:50.687 --> 00:04:52.718 what they just taught their people. 00:04:52.963 --> 00:04:55.593 How many diets does it take to lose weight? 00:04:56.290 --> 00:04:58.015 Only the one you stick to. 00:04:58.275 --> 00:04:59.703 And... how many management approaches 00:04:59.714 --> 00:05:02.156 does it take to make a difference with your people? 00:05:02.494 --> 00:05:04.327 Only the one you stick to. 00:05:04.805 --> 00:05:08.187 So, what I think you need to do is be like a third-grade teacher. 00:05:08.337 --> 00:05:10.337 You've got to say it over and over and over again, 00:05:10.784 --> 00:05:12.784 so people use it, use it, use it. 00:05:13.159 --> 00:05:14.327 It'll make a difference. 00:05:14.431 --> 00:05:15.671 I guarantee it! 00:05:16.086 --> 00:05:19.327 Remember, relationships are key. 00:05:19.508 --> 00:05:21.999 This approach to praise and redirection 00:05:22.064 --> 00:05:25.484 will make a major difference in the relationships you have with your people 00:05:25.525 --> 00:05:28.390 and get the results the organization is looking for.