Điều đầu tiên bạn phải làm là xây dựng một cầu nối tin cậy giữa nhân viên và chính mình. Tùy thuộc vào nhân viên, điều này có khả năng có thể một thời gian rất dài. Tuy nhiên, nếu bạn giữ lời hứa của bạn và nếu bạn là công bằng | EXECUTION GETTING THE JOB DONE 147 The goal for your line cooks is to avoid food wastage. You might encourage them by posting a large personally signed thank-you card to your cooks on the employee bulletin board. The goal of your property clerks is to increase the average number of inventory transactions from 50 per day to 75 per day. You might consider publicly posting a summary of employees daily transaction counts at the end of each week while praising these employees in your weekly department staff meeting. The goal for your automobile service representatives is to improve the percentage of excellent responses on customer feedback cards by 20 percent. You might consider keeping track of the monthly counts for each service representative and then buy lunch for the rep with the highest total for the month. Performance measuring is built on a firm foundation of positive feedback. When employees receive positive feedback from their managers for progress made toward achieving a goal they will be encouraged to work that much harder to achieve it. Giving negative feedback on the other hand may backfire. When you give negative feedback by pointing out errors mistakes and so on you are making the mistake of discouraging the behaviors that you don t want when you should really be encouraging the behavior you want. Consider these examples Instead of measuring this number of defective printers Measure this number of correctly assembled printers. Instead of measuring this number of weeks late Measure this number of weeks on time. Instead of measuring this quantity of broken widgets Measure this quantity of intact widgets. Here s a common question that most managers grapple with Should the feedback that you provide to employees regarding their performance be public or private TEAM LinG - Live Informative Non-cost and Genuine 148 The Management Bible Truth be told the results will be better when you put group performance measures total revenues average days sick etc. out in .
