Telephone Excellence by Mike Mitchell

Recognition - What Employees Really Want
By Mike Mitchell

A Salary.com survey listed the top ten reasons employees resign from their jobs: lack of compensation and benefits, poor work environment, and a bad manager (or supervisor) are just a few of the reasons. Many causes noted were beyond the control of managers and supervisors. However, one significant reason employees leave a company is lack of recognition for accomplishments and contributions. Fortunately, we have the power to prevent this problem.

Roy Saunderson, a management consultant in Ontario, Canada writes, "Many people know what it's like not to be appreciated for their contributions at work. It doesn't feel good. You start doubting yourself. The lack of recognition in the workplace is becoming rampant."

Why is recognition so important? We might find the answer if we think back to our high school or college psychology classes. Remember Abraham Maslow's hierarchy of needs? Once our physiological and safety needs are met, we seek to satisfy our need to belong and then our need for self-esteem. We all desire to be part of a team, to fit in, to know that our contributions make a difference. We want to be valued, respected, and appreciated. By recognizing the achievements of our employees, we, as managers, can help our employees develop a sense of belonging. Creating an environment in which employees feel appreciated ultimately leads to lower staff turnover, better morale, and increased productivity.

Different strokes for different folks! Should all employees be recognized in the same way or should they be recognized individually according to their unique personalities? Jennifer Rousseau Sedlack, a Qualified Myers-Briggs Consultant, warns that introverted and extroverted employees will respond differently to the same method of recognition. I'm generalizing, of course, but I did find this statement to be true in my hospital's telecom department. I used to have contests and prize drawings several times a year. The introverts had to be gently nudged into participating, while the extroverts had their names in the hat before the end of the first day. When an extrovert won a contest, his or her cheering could be heard six offices down the hall. If an introvert won, hardly a voice was raised.

What is appropriate recognition? One of my favorite forms of recognition was my "Wall of Fame." When I received a letter or email complimenting one of my staff, I framed it and displayed it prominently on a wall inside the telecom department. My hospital used to award "Customer Service Excellence" certificates to employees who went beyond the call of duty to help a patient or another hospital employee. I prominently displayed these certificates on our wall as well. Every visitor who walked into our department could see the staff's accomplishments and awards. Also, on occasion, I would bring a box of candy or doughnuts in for our employees to share just to express my appreciation and to recognize them as valued team members.

Whatever methods of recognition you use for your staff, just make sure they are fair and justified. We all know when an employee deserves to be recognized. And, you can always give one of the most popular and easiest recognitions: a sincere pat on the back for a job well done.

If you have a unique way of recognizing the achievements of your staff, I'd like to hear about it. Send me an email at mmitchell@telexcellence.com. Thanks.

- Mike