Yikes! When Rewards Undermine Your Intended Outcome

Over the last several months, I have been working with a passionate group of team members to design a recognition program to reward  staff who exemplified the Wiser Way principles of curiosity, collaboration, positivity, execution and integrity. We wanted the program to enhance the positive and other-focused culture that we have been actively working on.

The team was incredibly creative. We named the program “Feather in your Cap” and designed feather bookmarks and pins that people would get when they received recognition from a number of peers for each principle. We had visions of electronic badges and gamification that would encourage people to participate in the program.

Our first hint that something was wrong was when we reached out to a small group of team members to help us collect feedback on the idea. We showed them the program and asked them to lead the discussion at their tables at the all staff meeting where we rolled out the program. The feedback was clear. The staff was  concerned about how the rewards would be distributed and whether people would feel demotivated by not being recognized. The biggest concern was fairness. People thought it was going to be a popularity contest. Some suggested committees to make sure the nominations were evaluated consistently. Many people said they just wanted monetary rewards.

The design team was discouraged. We made a few tweaks and thought hard about how we could address staff concerns and make the program be more positive. The leader of the group found a video about rewards that go bad. As we met to discuss the feedback, I had a moment of insight. We were rewarding the wrong behavior and instead of promoting, we were undermining the culture we had been so intentionally creating. The rewards were promoting self-focus and competition instead of the Wiser Way principles of curiosity, collaboration, positivity, execution and integrity.

So we did a pivot.

We shifted to entire focus to appreciating others.

We named the new program “Cheers for Peers” and removed all physical rewards. In the new program:

  • Everybody has the opportunity to give appreciation to everyone
  • Each person controls how engaged he/she want to be
  • Focus is on giving, not getting and on others, not self
  • There is opportunity to foster a positive environment

We created a channel on our portal to allow anyone to submit a cheer anytime they want for anything big or small. There is a public gratitude board that shows all of the cheers. There is also a tab that privately shows each individual how many times they have recognized others, the badge they have earned for cheering others, who they have recognized the most and who has recognized them the most. The most important rewards are the feelings you get from recognizing others and being recognized.

After we had developed the new program, we brought the same small group together to see their reaction. The response was incredibly positive with none of the concerns from the previous iteration of the program.  

The day after we showed the small group, we opened up the channel quietly on our portal and immediately they started sending cheers across the organization. We will be rolling out the program across the organization this week and it feels so much better than the original program we designed.

I have learned how easy it is to get the incentives and rewards wrong. And how important it is to test ideas before putting them into practice.

Have you ever had a similar experience when the incentives you implemented undermine the intended outcome? How did you know and how did you adjust?

See Stress as an Opportunity for Growth

Photo by Christian Kortum (CC2.0 License)

As part of my transition to Philadelphia, my husband and I just bought a house. I love the house because it is in the trees and every time that I drive into the neighborhood, it feels peaceful and like I am coming home.

Last week, I moved from my rental in the city out to the house in the suburbs. It is something that I have been looking forward to for months.

The transition has been more stressful than I anticipated.

After spending a year and a half sleeping through the constant noise of the city, I couldn’t get to sleep the first night. It was so quiet. The unfamiliar sounds in the new house sounded so loud against the absolute stillness. I finally feel asleep around 3am and woke up exhausted. In my anxiety to catch the train, I smashed my hand in my back door as I was rushing out of the house and was bleeding as I figured out how to pay for parking at the train station. When I got to campus, I realized that I left my cell phone at the house.

After work, I stopped at the hardware store on the way home. I successfully navigated to the store without my phone directing my every turn. Getting home though was not as easy and I ended up driving in circles as I tried to figure out the winding roads and rely on landmarks. When I finally got home, I spent several minutes searching for my house keys because I was tired and flustered.

That was the short description of the first day in my new home. I’m still adapting as every small task requires focus to complete. I have to establish a whole new set of patterns and habits. In addition, there are constant irritants of things not working as I expect them.

Through the stress, I have been asking myself what lesson I am going to learn from what is happening. That focus on growth has shifted my thought process. I have been observing how I am reacting and the stories I am telling myself. I have been able to stop myself from going to blame and anger and frustration.

I was able to fully put this principle into practice on my latest incident in the new house. I was quite pleased with myself for figuring out why the garage door openers had no power until I realized that I had locked myself out of the house. After assessing my predicament, I determined that I would be able to get into one of the doors by removing the hinges from inside the garage, but I didn’t have any tools. So in my stocking feet, I walked next door to introduce myself to my new neighbors and asked for help. Fortunately, my new neighbor had the tools I needed and was also kind enough to come over to help me break back into my house. I was able to laugh about it even as it was happening, realizing that it was a memorable way to introduce myself into the neighborhood.

Through all of this, I have had an overwhelming sense of gratitude that I am still able to learn and change. Growth requires putting yourself outside of your comfort zone. Recognizing the stress that comes with change as a growth opportunity has been helpful for me. My challenge to you this week is to ask yourself what you are going to learn the next time you feel stress.

Examining Self-Doubt

We had our first Wiser Way book club and we talked about “The Power of Habit” by Charles Duhigg. It is a powerful, enjoyable, and thought-provoking book. As part of the discussion, we talked about the habit loops in our lives.

One of the participants talked about how he had a habit of self-doubt. I asked him to explain what he meant by that. He said that when he completes a piece of technical work that he confidently feels is done well, he has found that if he can have a bit of self-doubt, he is curious enough to recheck his work and has been able to find and correct errors.

This comment has stuck with me because I have defined self-doubt as bad and something to be avoided.

My definition of self-doubt is rooted in shame. It is when my inner voice starts saying, “Who do you think you are? You are not going to be able to do that. You are going to look like a fool!” For many years, it was my mental habit when I have felt challenged or exposed.

The difference in these two definitions of self-doubt is that one is grounded in humility and the other in humiliation. Humiliation leads to lashing out, blaming others or yourself, and limits your effectiveness.

One of the points in the book is that you cannot eliminate a habit, but you can replace it with another one. So, I have been working for several years to replace my habit of negative self-talk with openness and curiosity. This is similar to how my colleague described his habit of humble self-doubt. It means being open to learning and examining your assumptions.

When I am at my best, I have replaced that old script with a new one. It says something like, “I am not sure how this is going to turn out, but it will be fun to experiment. This is an opportunity to make a positive difference for others. What am I going to learn from this?”

The problem is that my old negative self-doubt habit crops up from time to time. I have found it in spades this summer around writing this blog. It has taken some time for me to recognize and replace the old mental habit. To do that, the most important driver for me is my belief that I have an obligation to help others be courageous leaders, which means I need to lead by example and be honest about how things are going. When I allow myself to be authentic and vulnerable, it not only is more effective, it is a lot more fun.

So, my challenge to you this week is to examine your mental habits related to self-doubt. Are they supporting you becoming the person you want to be?

Slow Down When the Ride Gets Rough

Photo by Andrés Nieto Porras  https://www.flickr.com/photos/anieto2k/ Creative Commons 2.0 License

 

My recent car problems have highlighted how the energy you bring to an interaction affects the outcome. I am not a complete Pollyanna as my story will show. Things do not always go as planned, but our reaction to unexpected bumps makes all of the difference in how our story unfolds.

I had an appointment one rainy morning, so I rushed to my car and was shocked when it didn’t start. After rescheduling my appointment, I settled in to wait for the AAA service to come and jump start my car. After my initial frustration, I felt grateful that it happened on a day where I had the time to take care of it. The service guys were terrific and helpful. It turned out to be the starter and not the battery, but the technician pumped up one of my tires that was low and called for a tow truck. The tow truck driver was able to get the car started by hitting the starter (who knew that would work?) and I drove down to the dealership thinking the car would be under warranty.

It wasn’t.

The 3-year warranty had ended a couple of weeks earlier. The service center agent was apologetic as he called to give me the news and the price of repair. He told me that he had talked with his manager and they had requested an exception from Honda corporate and was told that it wouldn’t be covered. I wasn’t angry or even annoyed. This is a change for me. In the past, I would have been outraged and been aggressive in pushing to get the repair covered. Instead I felt like it would work out. I told him to go ahead with the repair because I needed the car.

When he called to tell me it was ready, I asked him nicely to document the steps that he and his manager had taken so that I could write to corporate Honda and let them know that I was dissatisfied. I have loved my Honda Accord and we are a Honda family. The last five cars we have purchased as a family have been Hondas. I felt that it would be a compelling story for my appeal.

The manager called a couple of hours later to tell me that the repair had been covered. I was elated and felt great about how I had interacted with all of the people who were involved. I saw how the positive energy I felt had translated into a positive outcome. If the story ended there, it would be great, but more bumps were ahead.

After driving the car home, the electronic locks on the door were not working and neither was the fob. Since leaving my car unlocked didn’t seem like a good idea in the city, I manually locked the door and shut it. Just to make sure I could get into the car again, I tried to unlock it with the physical key and couldn’t get into the car. This is the point in the story where my old behaviors kicked in.

I was furious!

I kicked into panic and action mode. I angrily called the dealership, told them it was their fault, and asked what they could do for me. They suggested calling a locksmith. I googled to see if others had experienced this. I called my husband to complain. I started to try to figure out when I was going to have the time to fix this problem, which made me even more panicked and angry.

Then I stopped myself and took a deep breath to stop the freight train of thoughts. After composing myself, I walked back out to the car to experiment. I was curious about why my physical key wouldn’t open the door when it would open the trunk. When I was calm, instead of panicked, I was able to notice that the key unlocked the door in the opposite direction than I was expecting. Instead of turning the key away from the edge of the door to unlock it, you turned the key toward the edge of the door. This is completely opposite of how most keys work.

My anger and frustration had blown a relatively small problem into an enormous problem. I lost my capacity to be curious and open to assessing the problem. And I was spreading my negativity and anger to others, which made them less likely to be able or willing to help.

I called back the dealership, apologized for panicking, and made an appointment that was convenient for me to get the problem fixed. The dealership fixed the blown fuse that was causing the problem and I drove the car for a week without any issues.

The next week, my sister came into town to help me look at houses and I took the day off. We went out to start our day and my car wouldn’t start again. I was frustrated, but not angry. I knew that we had resources to do what we wanted to do that day. We Ubered to our house-hunting appointment and had the real estate agent drive us around. We had a great time and a fabulous lunch before heading home.

After we got back, I started the process of getting my car towed back to the dealership. Ironically, I had to reschedule the appointment I missed on the first day of my car woes for late that afternoon. I wasn’t too worried because I had a couple of hours before I needed to leave. However, when the tow truck wasn’t there in the promised time slot, I was getting worried about making my appointment.

At this point, my sister asked me why I wasn’t angry, saying that she would be furious in my shoes. I was able to tell her I knew personally that getting angry made things worse and left me less able to think. My recent experience confirmed that things worked out when I was able to put positive energy out during stressful situations.

I called AAA to request that my sister, who is not on my membership, wait for the tow truck, while I went to my appointment. When I told the agent my sister’s name, she exclaimed in delight that she had a sister with the same first and last name! After that, it was easy to get the exception made and my sister had a enjoyable interaction with the tow truck driver when he got there.

My car was fixed again by the Honda dealership. It turned out to be a faulty wire in the new starter. My car has been working well for a couple of weeks. I find myself feeling grateful every time it starts.

So now, when I find by blood boiling, I remind myself of how sure I was that I was locked out of my car and take the time to calm myself to get to a place where I can be curious and open to exploring other solutions with the belief that things will work out.

My experience is that things do work out in seemingly miraculous ways. My challenge is for you to replace your anger with the positive belief that things will work out this week and see what happens.

 

Reshaping Culture through Small Deliberate Decisions

CC2.0 – Photo by BK - https://www.flickr.com/photos/pictoquotes/29420915701
CC2.0 – Photo by BK – https://www.flickr.com/photos/pictoquotes/29420915701

Last week, we launched “A Wiser Way” leadership training program and almost 90 people started on the journey to create a learning culture that will fuel excellence and innovation. The objective of the leadership training is to develop self-managed leaders and teams who cultivate a sense of curiosity, foster a culture of positivity, build a collaborative environment, consistently execute, hold themselves and others accountable, and lead with integrity.

More than one person has talked to me about how the training was startling because it demonstrates so thoroughly how different my leadership style and expectations are than the previous leader. I don’t think I understood until I heard these comments how disorienting it has been for people to adjust to my very different expectations in how we will do our work and interact with each other.

The training is designed to help with that adjustment and give individuals skills and practice in becoming more autonomous. As we designed the program, we made small but important decisions to reinforce the objectives of the training,

The training is not required. Requiring the training would be top down and authoritarian, which is counter to the principle of self-management. So instead of mandating the training, I invited people to participate. I talked about how excited I was about the training and thanked everyone who signed up.

The training was offered to every team member, not just managers or “high potential” employees. This sends the message that leadership is not tied to position. We expect leaders at all levels and everyone contributes to building our culture and instilling excellence. It also clearly demonstrates that every person is worth the investment and we believe everyone is capable of learning and growing.

We paired participants with peer coaches. As we assigned pairs, we deliberately chose individuals from different groups and at different levels in the organization. This reinforces the message of collaboration and gives a safe place to practice accountability with a peer. And again, it reinforces the belief that leadership is independent of organizational position and hierarchy.

We asked the group to set their own rules for the coaching cohorts. We introduced the GROW coaching model, which teaches the coach how to ask open-ended questions that allows the person they are coaching to set Goals, understand their current Reality, explore Options, and determine what they Will do. This model teaches self-management and the role of a manager or peer in encouraging self-management in others.

We chose to train a large group of people to create a common language and set of expectations. We will offer the training enough times to give every person who wants to take the training the opportunity to participate.

The feedback from the first session was incredibly positive. As we have designed and started to deliver the training, it has challenged me to be very intentional about small decisions and word choices. Something to think about this week is whether your small decisions and actions are supporting a culture of learning and excellence.

 

The Gift of Being Fully Present

Photo by Celestine Chau - https://www.flickr.com/photos/celestinechua/9964866733/sizes/c/
Photo by Celestine Chau – https://www.flickr.com/photos/celestinechua/9964866733/sizes/c/

I just started my second month in my role as CIO. My focus has been on trying to get to know the people at Temple and on starting to build relationships. As I have been meeting with individual colleagues, I am really trying to be fully present and focused on the person I am talking with at that moment. I am not always successful, because it is easy to get distracted. I catch my mind wandering which can include looking around to see what else is going on in the room, thinking about my response rather than listening, checking incoming texts and calls, or running through the long list of things I need to get done.

I have to remind myself often that being fully present for the person in front of me is an unusual and impactful gift that will be remembered because it is so rarely given. I know because I remember when I have been given that gift.

Years ago, when I was in my weekend MBA program, I was given the assignment to interview a senior leader in my organization to find out about their leadership journey. I chose someone whom I had never met. He had transitioned to academia after a long and successful career in private industry and was well liked by those who worked closely with him. I don’t remember any of his specific stories, although they did involve worldwide impact with his medical research. What I do remember is how I felt after talking with him.

For a full sixty minutes, he was completely focused on me. He answered my questions and he asked me about myself, my background, my role in the organization and what I wanted to accomplish.  He gave insights from his own experience that might be of value to me in accomplishing my goals. He challenged and encouraged me. I felt valued and came away from that interview with a desire to be more like him as a leader. Even now, as I am writing this, I am filled with deep gratitude and emotion.

I am sure that leader does not know the impact he had on me. It was lasting, in part, because it was reinforced every time I encountered him, which I did with regularity. When I ran into him in the cafeteria or at a meeting, he displayed the same genuine interest and focus on me that I glimpsed the first time we met.

So, as I have been meeting all of the amazing people at Temple and in Philadelphia, I try to emulate that leader and be fully present and focused on the person who I am talking with. They can feel whether you are fully present and focused on them and it matters deeply. When I have received this gift of focused attention, I feel valued, energized, and motivated. When I am able to give the gift of being fully present, I get positive energy, great information, and good will; all which are invaluable to me as a leader.

My challenge to you this week is to be intentional about being fully present when you are interacting with your colleagues, customers, and family.  Notice what happens when you are more present.

The Shiny Factor

Amtrak30thStreetStationInterior2007

One of the great things about starting a new job and moving to a new place is the “shiny” factor.  When things are new, they are shiny and exciting and give a sense of wonder and possibility. As you can imagine, I have experienced many new things as I have made this transition. Here is my short list.

The people
The last two weeks have been a whirlwind of meeting new people. I don’t have history with any of the people that I am meeting, so we are “shiny” to each other. Every new interaction is an opportunity. It gives me a chance to hear stories and learn about the individuals, and thus about the place since culture is formed by the shared stories. I am approaching these interactions with freedom and authenticity and curiosity. Instead of being worried if the other person likes me, I am focused on understanding and learning about them. I have been very conscious of even my small actions when meeting others because every interaction is a chance for me to define myself as a positive leader to the other person.

The mass transit system
As I was leaving work yesterday, I casually mentioned to an out-of-town friend on the phone that I was going to catch the subway. Her reaction was, “That is so cool!” That has been my reaction as well.  I love the easy access to transportation and have found that taking the subway is a non-stressful way for me to get quickly to and from work. I was also able to take the train into New York this past week. It was so easy and fast. I was nervous, so I got to the train station early, but didn’t need to. It reminded me of how air travel used to be with quick boarding and the ability to show up just before you are scheduled to leave. I was in New York in just an hour and twenty minutes.

The food
Philadelphia is a foodie town and I am loving it. The variety and excellence of the food choices is wonderful. Because there are so many options, I expect the shininess of this to last a long time.

The biking
The Schuylkill River trail is only a couple of blocks from my house and it is beautiful. I can easily get a 30-40 minutes workout in the morning before work. There is also an active biking community with lots of organized rides and events. And there are serious hills here to challenge me and improve my biking!

The museums
Philadelphia has many high quality museums and most are within walking distance from my house. My husband and I went to the Barnes Foundation on Sunday afternoon. The first Sunday of every month is free to the public and we took advantage of the offer. It is such an amazing collection of impressionist and post-impressionist artwork that rivals any Paris museum.

What I have noticed is that the shiny mindset happens because I am open to a new experience and curious about what is going to happen and usually quite hopeful and optimistic about the possibilities. When I am familiar with things, I think I already know what is going to happen and stop being open and curious. I also have noticed that I tend to focus on what I don’t like when things become routine. So the key to sustaining a shiny mindset even when things are not new is to remain open, curious, and optimistic.

My challenge to you this week would be to try to approach one relationship or activity as if it were shiny and new to introduce some wonder into your world.

 

Photo Credit: Amtrak 30th Street Station – Von I, Mtruch, CC BY-SA 3.0, https://commons.wikimedia.org/w/index.php?curid=2513324