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Ask Christi: Clarifying Goal-Setting
August 18, 2008
Incentive problems on your mind? Incentive online columnist and recognition expert Christi L. Gibson has the answers.
By Christi L. Gibson
Dear Christi:
You've said companies need to tie their recognition program to company goals. But we are entrepreneur-based and our goals shift based on vision shifts and trends in the marketplace. How am I supposed to tie together programs and goals, when the goals are so fuzzy even management is unclear?
—Jackie, Sacramento, California
Dear Jackie,
You will have to tie your program to the universal goals of growth, strength, and longevity. Try scheduling a strategic planning session with your organization's executives and employees. Include employees in this meeting that come from all levels of the organization. By doing this you will be given a truly rounded picture of what your organization actually looks like.
The meeting should be scheduled as a two-day meeting and you need to engage the services of a dynamic facilitator. Set the room is rounds of six. The room should receive lots of natural light. In the center of all the tables put a wide variety of colored play-doh containers (the smallest size.) The play-doh isn't there for any particular exercise. It is there as some learners find this type of "fidget" activity actually helps them to focus on the speakers. And the smell is pleasant. According to the National Training Laboratory, research shows the following average retention rates for different training methods:
• 5% Lecture
• 10% Reading
• 20% Audio-Visual
• 30% Demonstration
• 50% Discussion Group
• 75% Practice by Doing
• 90% Teaching Others
Define the meetings desired outcome and be crystal clear. Once you have your mission and vision defined. Define the core values that will help you reach your mission. What are the top five values? Now define what employee behaviors will help you reach those top five values.
For example let's say below are some top values you want to accomplish. Under each is a corresponding desired employee behavior you would want to see and it is that behavior you would want to recognize.
1. Give great customer service. Always have a live human being answer your company’s phone by the third ring.
2. Double referral customers. Ask every customer for the name/contact information of someone they think would be interested in your services. Then call them!
These are basic examples, but sometimes it's the basics that companies forget.
Dear Christi,
Explain to me why employee recognition is so important during bad economic times?
Alex, Hot Springs Village, AR
Research conducted by Northwestern University reveals that there is a direct link between employee and customer satisfaction, and between customer satisfaction and financial gain. Therefore, a strong recognition program directly aligned with the company's goals will consequently result in the firm making more money.
Management teams have learned through experience that consistent use of recognition, reward and praise throughout an organization is instrumental in reducing turnover, increasing productivity and producing a positive working environment. A paycheck on its own is not reward enough for employees. A paycheck will reassure an employee that they have done a good job, but if they are noticed and recognized for doing an exceptional job they will embrace the company’s goals and values, and work above their standard. The result will be a loyal employee.
Besides retaining employees, recognition also elevates customer service and sales. Companies with strong recognition programs are also recognized for these practices and as a result they will attract a better recruiting pool. Consider Fortune's 100 top companies to work for and compare that with Forbes' America's best managed companies. Many times there is a direct correlation between the two lists and if you look deeper you will see that these companies have solid employee recognition programs in place.
During an economic downturn companies need to make money and save money. Strong recognition programs do both. Now more than ever, organizations need to invest in employee recognition programs!
Dear Christi:
I'm looking for educational programs that will help me on my career path. I would like to focus on recognition, but unsure of what's out there. What do you suggest?
Rhonda, Houston, Texas
Rhonda, you don't say if you are an HR practitioner or a manager/supervisor but either can benefit from recognition training which explain and teach the dynamic cycles of assessment, strategy, implementation and review. While this cycle is easy to define, it's difficult to execute well. My organization, Recognition Professionals International (RPI), developed the Certified Recognition Professional (CRP) program and curriculum to guide participants through this Best Practice process and produce measurable benefits for their organizations. The RPI certification is an approved IACET authorized provider of continuing education and training. When successfully completed—we issue a Certified Recognition Professional (CRP) designation. With retention becoming one of the most essential areas of workforce concerns, companies are embracing CRP and it tells current and future bosses that you are serious about employee development.
Responding to employer needs and industry trends, we have a complete CRP curriculum which consists of completing four facilitator-led courses and passing the finals. The RPI Certified Recognition Professional program sets the standard for assessment of an individuals' abilities and provides a means for Recognition Professionals to acquire the needed skills and knowledge in order to excel.
Candidates enrolled in the RPI Certified Recognition Professional, CRP certification program will apply sound adult learning principles to ensure transfer and retention of learning. Coursework is designed to convey the essence of RPI's seven Best Practice Standards with practical applications that provide a knowledge base for continual organizational improvement. Course titles are as follows:
• STRUCTURING RECOGNITION PROGRAMS FOR SUCCESS - CRP I,
• STRATEGIC PLANNING & MEASUREMENT - CRP II*
• RECOGNITION MANAGEMENT & MAINTENANCE - CRP III*
• APPLYING RECOGNITION SYSTEMS—CRP IV*
(*Prerequisite course: Structuring Recognition Programs for Success)
Program goals include:
1. To raise the professional standards of those engaged in employee recognition.
2. To encourage continuing education for professional development.
3. To encourage self-development by offering guidelines for achievement in the employee recognition profession.
4. To identify and award special recognition to those persons who have demonstrated a comprehensive knowledge of those principles and practices of employee recognition and also laws governing and affecting employee recognition.
INCENTIVE online columnist Christi L. Gibson, the Executive Director of Recognition Professionals International formerly known as National Association for Employee Recognition (NAER) has been with RPI since 2001. She has been published in numerous periodicals, newspapers and has been interviewed on both ABC and FOX News. Write to Ask Christi at christi@recognition.org.
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