The Power of Positive Reinforcement

Whether you are a supervisor who must correct one of your subordinates, an employee who is at strife with a co-worker, or an individual who feels obligated to report a certain situation to your employer, there is a way to address the issue so that you will be well-received and able to work with those involved to find a resolution. Let's explore how Apostle Paul handled one of many sticky situations he had encountered.

Paul knew the value of positive reinforcement, even when he felt it necessary to correct or rebuke a congregation. Take note how he opens his letter to the church at Philippi. One of the primary reasons for his writing was to counsel them about certain problems that were occurring in the church. He does not begin his correspondence with correction, however, but he affirms a positive attribute, commending them for their faith and support of the gospel, and offers words of encouragement that God had begun a good work among them and he will carry that work onto completion (Phil. 1:3-5).

As he moves into the heart of the matter, he addresses various attitudes that have been plaguing the church without attacking the personhood of those involved. Instead, he frames his words of correction within words of praise and he reminds them that God is working in them according to his purpose (Phil. 2:3-5, 13-16). With humility, Paul then assures the Philippians that he recognizes he is not perfect and though presses on to become who God has called him (Phil 3:12-14). Paul has always shown genuine concern for others, and this situation is no different. He lets them know how much he loves them, and he refers to them as dear friends (Phil. 4:1). Paul gives encouragement to follow his example (Phil. 4:9). Finally, Paul ends with words of appreciation for all of the support that the church has given him (Phil 4:16-18).

From the Book of Philippians, we are reminded of seven steps that we can take to follow Paul's example when handling difficult situations:

1. Open with affirmation

2. Offer words of encouragement

3. Address the problem without attacking the person

4. Do not exhibit a condescending attitude

5. Display a genuine interest in the person

6. Set a good example for others to follow

7. Show appreciation

To illustrate these points by using a common situation that might arise in your workplace, let's assume that you are a manager in a retail store. You have been asked by your supervisor to talk to one of your employees about his constant tardiness. This employee is a very relational person, and all of the regular customers like him. But his lack of punctuality causes hardship for the other employees when they must cover his area of responsibility as well as their own until he arrives at the store.

Some managers whom I have known would have started the conversation by insulting the employee and referring to him as lazy. Not only is such a comment unwarranted, but it most often puts the other person on the defensive. He will then tune himself out to the rest of the conversation, possibly nod his head in acknowledgement of what you are saying to him, and then go on about his merry way. The better way to begin would be to compliment him on how well-liked he is among the customers and that you appreciate the relationships that he cultivates with them. After receiving such a fine compliment, he's all ears. You can then move on to your concern about his pattern of arriving to work late. Firmly, but respectfully, state your case. It would not be out of line to ask if you could offer any assistance if there is a problem that is causing his tardiness, letting him know that everyone is late now and then, but you care enough about him to offer your help if needed. Of course, it would be difficult to have this conversation with this employee if you are frequently late, as well. Before you offer correction, be sure to check yourself and be an example of the work ethic that you expect from your subordinates.

These principles can be applied to just about any situation and in any work environment. They are simple to implement, and some of them are just common courtesy, but we so often forget these guidelines when we are in the middle of a problem. When we remember that positive reinforcement reaps a more plentiful harvest than seeds of negativity, we can resolve almost any situation to the benefit of everyone involved.