MARCH 09

To be effective, praise must be specific.

NO MORE “GOOD JOBS”

At one of California’s largest theme parks—run by a man-sized rodent— managers are told to avoid generic praise like “Good job.” Officials there have discovered that general praise can actually have a negative impact on employees.

It’s true. Just imagine that you’ve been working hard all day, making sure rides are running smoothly, that guests are safe, that people are happy. You are hot. You’re hungry. And about fifteen kids in a row have rubbed cotton candy on your uniform. But, hey, you’re still smiling.

Then your manager wanders by for the first time that day and fires off a glib, “Hey, Stevie. Keep up the good work.” Your response: “That bozo has no idea what I’ve been doing.”

Compare that with a manager who is watching your good work. Perhaps she comments, “Steve, I was really impressed with how you handled the guests at your ride during that break for maintenance. The folks seemed a little put out, but your positive attitude kept them smiling. Thanks so much.”