One Minute Reprimands

Beware: Reading this article may make you a more effective manager than most others. If you really want to know how to discipline employees, then continue reading. Mastering the One Minute Reprimand will increase your effectiveness exponentially.

First, let’s examine what goes into a One Minute Reprimand:

The One Minute Reprimand works well when you:

1. Tell people beforehand that you are going to let them know how they are doing and in no uncertain terms.

The first half of the reprimand:

1. Reprimand people immediately.
2. Tell people what they did wrong—be specific.
3. Tell people how you feel about what they did wrong—and in no uncertain terms.
4. Stop for a few seconds of uncomfortable silence to let them feel how you feel.

The second half of the reprimand:

1. Shake hands, or touch them in a way that lets them know you are honestly on their side.
2. Remind them of how much you value them.
3. Reaffirm that you think well of them but not of their performance in this situation.
4. Realize that when the reprimand is over, it’s over.

The two tricks that most managers have yet to master are communicating in no uncertain terms, and ending the reprimand. Setting yourself apart from your fellow managers is child’s play if you will only stop beating around the bush and tell your employees what you really think. I had a tough time with this one.

When an employee messes up, most of the time it isn’t malicious on his end. He was trying to do the right thing, but he didn’t. Knowing that his motives were pure, it becomes difficult for you, as his manager, to tell him that he’s screwed up.

But you’re doing your employee a great disservice. Most people assume that “No News = Good News.” What that means is that your employee, hearing nothing from you, assumes that he actually did the right thing. He will continue making the same mistake, over and over, because he thinks that it is the right thing to do.

You have to end the cycle before it begins, the first time you see the mistake. If you let it go, or if you tell the employee that he messed up in nebulous terms (as many managers do), you are depriving your employee of a chance to grow professionally.

The second secret to a good reprimand is to know when the reprimand is over. Most managers have no idea when to end a reprimand, and continue the reprimand for a long time–up to six months later, believe it or not.

Think just for a minute about that. How demoralizing is it to an employee who is trying his best, messes up once, then works well for a month, only to have a mistake thrown in his face after he had gotten over it? Would you like it if your boss brought up something you did three months prior–a mistake you thought you had atoned for already?

Once the reprimand is over, it should be over. Don’t bring it up again, not during that work day, not a few months later. Just let it lay and trust that one reprimand was enough.

The rest of the One Minute Reprimand points are easy. A good fast food manager will set himself apart from the crowd if he only masters those two little points: being specific in no uncertain terms, and knowing when to end the reprimand.

10 Steps to Empowerment 7: Recognition

Recognition works hand-in-hand with feedback.  The difference is that recognition is an actual reward for positive work performance, while feedback is a quick note on how work performance is progressing.  A One Minute Praising is good for both recognition and feedback.

Since a One Minute Praising might be the most effective low-to-no-cost method of recognition, I thought that this would be a good place to repeat the rules:

1. Tell people up front that you are going to let them know how they are doing.
2. Praise people immediately.
3. Tell people what they did right—be specific.
4. Tell people how good you feel about what they did right, and how it helps the organization and the other people who work there.
5. Stop for a moment of silence to let them “feel” how good you feel.
6. Encourage them to do more of the same.
7. Shake hands or touch people in a way that makes it clear that you support their success in the organization.

What are some other methods you could use?  At my new store, we are instituting an employee of the month program.  We are also keeping notes about who does things consistently well and we are going to mail a thank-you note to that person’s house.  Each manager has to select an employee over the next two weeks for the thank-you card.

A special honor will be presented to one lucky crew person at the crew meeting on Sunday in front of everyone for outstanding help while the store was short-handed.

There are as many ways to recognize people as there are people.  Some pointers on effective recognition (adapted from 10 Steps to Empowerment by Diane Tracy):

1. Be sincere.
2. Recognize the people as well as the achievements.
3. Make sure the recognition is appropriate for the achievement and consistent with recognition for similar achievements.
4. Tailor the recognition to the person.
5. Make sure the recognition is timely.

10 Steps to Empowerment 6: Feedback

I once heard it said to seek first to understand, then be understood.  When giving feedback to your employees, this statement is very true.

Feedback is the lifeblood of the fast food industry, and quite possibly the most important tool in the manager’s arsenal.   Feedback should be immediate, tailored to the individual, and continuous.

Feedback that is given too long after the fact is ineffective.  To alleviate this problem, the feedback must be given as close to the behavior as possible.  The feedback must be specific.  Always target the behavior and not the person–even when giving positive feedback.

Here is where One Minute Praisings and One Minute Reprimands come in handy.

Feedback should be tailored to the individual for two reasons.  First, generic feedback will seem insincere.  It will seem as if you don’t care enough to observe performance. I’ve been over this in previous posts.  “Good job!” is not nearly as motivating as, “You make a perfect Whopper every time.  I appreciate that, and so do our customers.  Keep making those beautiful sandwiches!”

Specific, positive feedback can be very motivating.  Not only will the employee keep up the good behavior, but they will feel good about it.  Once people start taking pride in their jobs, it will make the entire restaurant run much more smoothly.

To tailor feedback to the individual, it is first necessary to understand each individual’s motives and reason for being in your restaurant.  Managers with hearts are so rare, and the manager who puts in this extra effort will earn people’s commitment.  This pays huge dividends in the running of your restaurant.

Continuous feedback is important because it will keep the employees focused on the customers.  We all know that once service goes awry, it will be very difficult to get back under control.  In really high volume restaurants, service goals are impossible to attain if your staff suffers even one misstep.

But don’t overdo the feedback.  You don’t want to be a micromanager.  Everyone hates those guys.   The real trick to good feedback is finding the balance between too often and not enough; positive and negative.  Master that, and feedback is a powerful tool.

One Minute Praisings

I received word today that I’m going to transfer to a different location within my company.  This becomes the perfect time to use One Minute Praisings.

One Minute Praisings work like this:

1. Tell people up front that you are going to let them know how they are doing.
2. Praise people immediately.
3. Tell people what they did right—be specific.
4. Tell people how good you feel about what they did right, and how it helps the organization and the other people who work there.
5. Stop for a moment of silence to let them “feel” how good you feel.
6. Encourage them to do more of the same.
7. Shake hands or touch people in a way that makes it clear that you support their success in the organization. (One Minute Manager, p. 44)

The real tricks to a One Minute Praising are 2 and 3: immediate, specific feedback.  Wendy’s used to call it “laser-specific feedback.”  It was one part of a long-forgotten acronym.

“You did a good job today.”  That isn’t a feel-good praising.

“You made all of the sandwiches according to procedure today, and I didn’t get a single callback or customer complaint at the counter.  It’s good to know that I can count on you–thank you.”  Short pause, then: “I trust I’ll see even more of the same from you as we go into our lunch rush.”

The second one feels better because at least this time, the employee knows exactly what he did right. That’s what’s important: that the employee knows why he’s being praised so that he can continue the same behaviors in the future.

These are good to use at the beginning of a new store assignment because the crew isn’t going to know you, and they are not going to know what you’re looking for–unless you tell them.  Through the magic of One Minute Praisings, you will be able to communicate to your new crew what behavior you want to see from them.

If you’re generous with the praisings, you won’t seem like such a hard ass when you must do the inevitable One Minute Reprimand.

Applying the Tricks of the One Minute Manager

Yesterday, I started to apply the tricks I learned in Dr. Blanchard’s book, The One Minute Manager.   I think that it was a little bit weird for my employees to be told exactly what I think of them and to always know their standing.  I know that this is something that isn’t seen too often in the world of work.

I have a few things I can be proud of.  Overall, the service time for dinner was awful, 183 seconds (goal is less than 150 seconds).  But, we did enough business to warrant seven people in the 4:00pm hour with only four people on staff.  Needless to say, at 5:00, the service time was higher than I care to report–over 240 seconds.

Using One Minute Praisings and One Minute Reprimands, I was able to motivate people who are normally slow beyond words to move faster and to get the time down.  That is a very good thing.

An employee, normally lackluster at best, was my “enforcer” yesterday.  He’s interested in a management position.  I’d have to see much more consistency from him before I’d consider recommending him to my boss, but what I saw yesterday, combined with the fact that he is the only one I don’t have to ride constantly to get quality pre-close work and that he is available to work days and nights, means that he might be management material in a few more months.

I have another potential manager in the crowd, too, and she is a very hard worker.  But I’d like to see if she can influence others to step up in the same way my first employee was trying.

Which is why Maxwell’s book, Developing the Leaders Around You, would be such an appropriate Christmas present, if anyone was wondering what to get me.

One Minute Goal Setting

I finally started reading Ken Blanchard’s The One Minute Manager. My original idea for a book was to re-tool Blanchard’s work specifically for the fast food environment. But then I thought that I should write something a bit more academic for my first published material.

Now, reading The One Minute Manager has got me thinking that I can do both. The One Minute Manager idea will take less than six or seven months to write, while the academic book can be an expanded, more detailed version of The One Minute Manager.

Which leads me to this first post on One Minute Management Secrets: One Minute Goal Setting. This plays off of my first article on empowerment so well, because the whole point of One Minute Goal Setting is to be as concise as possible with the goal.

Now, in fast food, we all know that it is just not possible to meet with every employee prior to a shift and write a one-page goal summary of less than 250 words. But it is possible to set goals for the shift itself that can be communicated in, say, 50 words or less. In turn, these organizational goals translate into between one and four goals for each person on duty.

Let’s talk in more concrete terms. We have Susie on drive-thru, Chet on front register, and John, George, Seth, and Veronica in the kitchen. You’re the One Minute McManager, and you start your day by looking at the performance from the prior shift. You see that you are +5 hours on labor already (darn day shift never cuts), and that means that you’re going to have to cut on your shift. The day shift, despite the high labor usage, has also managed to screw up the service time, leaving it at an average of almost three and a half minutes.

So the first thing you have to do is organize for speed. At your first break, Chet and Susie are going to have to stock that drive thru and counter area up, plus Chet is going to have to clean up all of his tables before dinner. So grab Chet and Susie, and in one minute, talk them through that. Also mention the horrendous service time and let them know that, once again, “We have to show the day shift how it’s done.”

That’s what I like to say. Most fast food places where I’ve put on the gold manager pin have had a serious day shift vs. night shift mentality, so I play the competition up to get better results from people. It helps when one shift screws up labor or service time, because that way I can use that to motivate the next shift–to show ‘em how it’s done.

Next, grab the kitchen staff and talk to them. Let them know about the horrendous service time, and that it’s time to school the day people on how a shift is supposed to be run. Meanwhile, it’s time to stock the raw food products so that no one has to go anywhere during the big rush. Assuming that Seth and Veronica are your closers, I’d also let them know that they’re likely going to have to take a break, as well as deal with others getting sent home early.

In all of these conversations, keep them as brief as possible–less than a minute, if you can. And make all of the expectations crystal clear: the service time, having to cut labor, and making all of the usual rush preparations.

During the course of the shift, it is important to remind people of the goals. I like to yell out the service time, and if it is bad, I don’t say anything. But, if it’s good, I tell everyone that they’re doing great and offer some encouragement to keep it up.

This is the secret to One Minute Goal Setting in fast food.