HELPING GOOD WORKERS GET BETTER


     You've heard plenty of advice about how to deal with problem
employees.  But how do you help consistently good workers keep
improving?

     That's a good question--and asking good questions is an excellent
way to keep productive workers on the rise.  As Dorothy Leeds
explains in Smart Questions (McGraw-Hill, 1987), you can inspire
good workers by asking questions that help them see their
opportunities and obstacles, and how to deal with each.

     By making the "smart" questions that follow part of your ongoing
dialogue with top workers, you'll be giving them the feedback they
need, while helping them find and develop their own motivation for
even better performance.


WHAT DID YOU LIKE ABOUT WHAT YOU DID?

     Work conversations often focus so much on mistakes and stress
that successes and pleasures go unnoticed.  By making a point of
inquiring about these positives, you'll encourage good workers to
become even more conscious of ways to get satisfaction from their
work.

     Another benefit: workers who get a chance to talk about what
they do right are likely to think of ways to do even better.  And by
listening carefully and praising them for their skill and good
judgment, you can assure them that their quality work habits aren't
going unnoticed.  This sort of attention, sincerely given, will reinforce
the behavior that led to their success.


HOW CAN WE HELP YOU USE MORE OF YOUR SKILLS?

     Follow up a discussion of good work by asking how employees
think they could make even more use of their talents.  People tend to
focus on overcoming their weaknesses.  By paying attention to
employees' strengths, you can inspire them to think of ways they can
grow in their jobs and contribute more to the team's success.

     Let's say one of your people helps solve a problem by getting a
key piece of information from a not-always-helpful department.  You
might say something like, "You really showed a talent for
communicating with other units--is that something you'd like to do
more often?  Should we look for ways you can do it?"

     One note: just because a worker is good at something doesn't
mean she likes doing it.  But if you do see interest, look into
opportunities to help workers develop their untapped skills.


"WHAT WOULD YOU DO DIFFERENTLY"

     Even when workers deliver an outstanding product, there's likely
to have been a step along the way that they would change if they
had the chance.  After making it plain that you're very happy with
the result, ask a successful employee if there are any changes or
refinements he'd make if he could.  His standards may be even
higher than the department's--and you can often gain a better
product and a more satisfied employee just by asking how to
improve on acceptable work.


"HOW CAN WE PUT YOUR IDEAS INTO ACTION"

     Ask good workers to be specific about how to put their ideas into
practice.  Showing genuine interest in the practical application of
their ideas shows you take the employees' opinions seriously, and it
encourages them to keep thinking creatively.  In addition, you'll get
the benefits of implementing some top-notch ideas.


"WHERE DO YOU WANT TO GO FROM HERE?"

     Just as you expect marginal workers to reach an adequate level of
performance, you should help good workers set targets for their own
ongoing improvement.

     Then ask them to propose a plan for meeting those goals.  Do they
need training or other resources?  Are they ready to take on added
responsibilities?  What obstacles do they need to overcome?

     By asking these questions, you'll give employees a greater sense
of control over their futures--and the opportunity to develop skills
and resources to do even better work than they're doing now.

"WHAT HELP DO YOU NEED FROM ME?

     It pays to be persistent on this question.  Many workers are
hesitant to ask for help, seeing it as a sign of weakness.  Others may
simply require some time before they think of something they really
need from you.  It's also important to keep asking because it's easy
for workers to feel neglected if you don't.
     Persistently emphasizing your availability as a resource can spur
workers to think of how you can do them the most good.  And it lets
them know you care enough about them and their work to invest
your own efforts in their success.

     When good workers figure out how to succeed on their own, they
step up to a whole new level of performance.  Until they get to that
point, your role as supervisor is to clarify expectations and support
every employee's efforts to meet them.  Asking smart questions,
listening carefully to what employees have to say, and following up
thoughtfully will help you tap your workers' inner motivation--and
help them make the most of their abilities.  Help your people
improve themselves, and they'll help you improve the whole
department.

Does that help? YES or NO