Sustain improvement of performance and work habits with team members Learn how to acknowledge and reinforce improvement.

. Explore with team members the natural consequences of both progress and lack of progress

The Interaction Process Key Principles Key Principles helps you address the following :
Address the personal needs related to a discussion . E.g. expressing confidence in a persons Ability makes him or her feel valued. ~ Address others self-esteem and their need for empathy and involvement . ~ Help you share information and offer your support.

Interaction Guidelines
Open by reviewing progress to date ~ Clarify factors leading to current status

~
Develop ideas for improvement ~ Agree on specific action plan

~
Close by summarizing and restating expectations

Myth or Reality
Please answer the following statements about poor work habits and good performance problems. Myth 1. Staff know when they are not performing up to standard , and they will take action themselves to improve. 2. Acknowledging staff when they have only partially improved sends a confusing signal ; it will cause them to fail 3. In a past paced work environment , staff need to sink or swim . Offer support only if you are sure they will need it . 4. Staff lose respect for leaders who make an issue of continued poor performance or work habits. 5. When improvement occurs , your job is done 6. There are no consequences when staff improve their performance or work habits. 7. Do not bring up a performance or work habit problem the first time it occurs ; wait until you are sure of a trend Reality

5 Interaction Guidelines
1. Open by reviewing progress to date Lack of improvement
Your goal was to submit expenses reports by 1st week of each month . Since we set up the improvements plan , you have been late 3 times , which made it difficult for the people in Accounting to meet their deadlines

Reinforcement
During our last discussion , you agreed to arrive at meetings on time . Since then , I have noticed you are always punctual

2. Clarify factors leading to current status Lack of improvement

How do you think the delays in reporting your expenses might effect the budget tracking

Reinforcement
You have already seen the positive impact of careful review of the printout report before distributing them .Ahmad has commented on the accuracy.

5 Interaction Guidelines
3. Open by reviewing progress to date Lack of improvement
Its seems that your original plan , we did not account for down time to do scheduled equipment maintenance . I think that was a major contributing factor to miss deadline. What ideas do you have for working this factor into your plan.

Reinforcement
I know you originally planned to enter each days expenses in a pocket notebook. However, that does not seem to be working for you . I suggest we explore other ideas that might be more helpful for you.

4. Agree on specific action plan Lack of improvement

It sound to me that we have reached a decision on a direction. To make sure we are in agreement , could someone summarize the plan .

Reinforcement
Staying with this plan is critical to improve

work effectiveness in a timely manner . What support can I provide to ensure that you achieve your goal.

5. Close by summarizing or restating expectations Lack of improvement I know you understand the necessity of meeting this goal , and I am confident that you will follow through on your commitments . Reinforcement
It took a lot of effort and determination to change the way you manage customer complaints . I am very pleased with the new approach you have taken.

3 KEY PRINCIPLES 1. Maintain self-esteem KP1

2. Seek to understand and empathize

KP2

3. Get team members to be committed and involved

KP3

BENEFITS
Improve Performance Encourage Cooperation Enhance Motivation Better Solutions To Problems Help Vent Emotion Involvement and Participation

KP1 - MAINTAIN SELF-ESTEEM Examples of sentences 1. You consistently receive recognition for your ability to improve down time at Extrusion . Our goal today is to discuss ways to improve your teamwork and interpersonal skills 2. I have noticed your consistent effort to keep your work area organized 3. I am sure it is not easy to complete the report , given the Pilot Project you are working on . You have done well so far.

Performance BENEFITS Resistance and Withdrawal Openness Clear Actions Being Defensive Encourage Cooperation

KP2 - SEEK TO UNDERSTAND AND EMPHATIZE Examples of sentences 1. I understand how you feel . Once I was in the same situation. 2. From your tone of voice and expression . I understand the added responsibilities you are shouldering at present. 3. I am sure this is a difficult time for you , with your new project being fully implemented . However, your customer follow-up calls are falling behind.

Listening Respond to facts and feeling Opens Communication Positive Feeling Help vent emotions BENEFITS

KP3 GET TEAM MEMBERS TO BE COMMITTED AND INVOLVED Examples of sentences 1. Now that we know the actual problems, what additional do you need to carry out your plan?

2. What do you think will happen to you, the team and the organization if this continues?
3. You are the only competence staff who is capable of troubleshooting machine A. How is it possible for you to meet the deadline? .

Buy-in the solutions Commitment Involvement

BENEFITS

Encouragement team members to take responsibility

Ideas for solving problems Resistance

1. Open by reviewing progress to date State purpose and important of discussion Review previous agreement and status of improvement.

2. Clarify factors leading to current status

Explore causes and rationale Identify consequences of continued behavior. 3. Develop ideas for improvement

Seek and discuss ideas

Explore needed resources or support 4. Agree on specific action plan and monitoring method Specify actions to take

Confirm needed support, how and when to reach progress.

5. Close by summarizing and restating expectations Highlight important features of discussion State belief in outcomes

Discussion Summary ( agreements and actions to be taken ) Self - Evaluation

Looking back at how you managed the discussion , ask yourself :

1. Within each Interaction Process , what are words you used effectively and why were they effective ?
2. Did you miss the opportunities to use the words or did you use them ineffectively ? If so , what should you have said or done differently ?

3. Did you accomplish your objectives ? Why or What not ?