“You have really stepped up! You’ve done an excellent job adapting to difficult circumstances. Now we need a little more.”
As I’ve said before, it’s important to reinforce and praise every step in the right direction when asking people to do something difficult. But what if you’re not getting the results you need? What if people are resisting? Dragging their feet?
In Calgary, where I live, we are in our 8th week of summer water restrictions while repairs continue on our main lines. Consumption has dropped but remains at dangerous levels, which stress the system. The city is not getting the results they expect.
The mayor delivers regular updates on repairs, and they follow the same formula:
- Thank you thank you thank you for all your efforts
- We need more
- Thank you thank you thank you for all your efforts
Making a habit of NOT flushing every time and having shorter showers is HARD. I can’t tell you how many times I’ve reminded myself to conserve water and then autopilot just does what it’s always done (insert flushing sound here). Meanwhile, the resistors go on using as much water as they want because it never runs out.
I read a great opinion piece this week that suggested the reason people are not doing more is because when they hear praise, they assume it’s for them, while the admonishment to do more is meant for everyone else. The writer suggested that the mayor stop the praise, get a bit angry, and say, “Just stop!”
I agree. Running out of water is a serious business. A bit of emotion makes the command more impactful and sticky. Emotion provokes action more than logic, so give them both: Yes to charts so we know what’s happening and a bigger YES to added emotional overtone.
After appealing to good sense, good leaders must simply demand action. Don’t be soft when you need a hard response.
Thoughtfully yours,
Jeff
