The Thank-You Factor

Susan and Peter Glaser, in their book Be quiet, be heard: The paradox of persuasion (Eugene, OR: Communications Solutions Publishing, 2006, chapter 6) describe gratitude as one of the keys to changing the relational chemistry in an organization and unleash the power of encouragement. Building on the work of neuroscientists they notice that the brain typically notices patterns that are out of alignment with expectations.

The Glasers call this ability of the brain the “uh-oh factor” (p. 107). For example: The smell of smoke would most likely send us searching for the source so we can do something about the perceived threat. The problem is that this ability to notice things that are wrong can quickly turn into a climate-setting habit that that poisons morale.

Contrary to the typical “praise sandwich” managers use to praise workers first in order to soften the blow of correction, the Glasers suggest that leaders use a more pure praise sandwich:

• Step 1:   Thank (offer someone’s effort sincerely)
• Step 2:   Offer specifics (mentioning the specific behavior you found helpful and would like to see repeated)
• Step 3:   Note benefits (indicating how this behavior contributed to some positive outcome for you, the team, the organization)
• Step 4:   Thank again (ending by reinforcing how grateful you are)

Here is an example:
Thank you so much for rearranging your schedule so our committee could meet. This enabled our candidate to meet the deadline and stay on the graduation list. I know that this meant extra work for you. I really appreciate it.

Don't you think it is time to to work on your gratitude skills and spread a little thanksgiving to enhance the power of encouragement in your organization?

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