Q How can I motivate my staff to improve their work?
A To ensure maximum performance from your team on a daily basis, it is critical that you remain open, objective and supportive. Here are some tips for providing feedback that will motivate employees:
Provide feedback for performance, not personality. Feedback will never be constructive if you reprimand or attack the employee. Keep your discussion focused on performance.
Be supportive. Avoid starting sentences with the words "you" or "your" as this will generally put the other person on the defensive. Be prepared to listen — allow the employee to do at least 80% of the talking. This will provide you with information and help you both reach an equitable solution.
Be direct and confident. A common mistake managers make is they are afraid of being direct with employees. Maintain eye contact and avoid fidgeting. Ensure that your body language and tone of voice match your message.
Involve the employee. The best solutions do not always come from the manager. You will have greater support if you enlist the employee's help in making suggestions for improvement.
Conclude with a specific agreement. Watch for evasive phrases such as "I'll try." An employee who fails to make the change or improvement can later say, "Well, I only said I'd try."
Kelley Robertson (www.KelleyRobertson.com), author of Stop, Ask & Listen, helps businesses increase sales, develop negotiating skills and motivate employees
