Building Recognition into Workplace Culture

The experience of gratitude is an important part psychosocial well-being for everyone. With all the daily challenges and unknowns in our lives (especially during pandemic), expressions can provide much needed affirmation to help us get through a tough day lift spirits, even remind why we chose this work. In his book Crave: You Can Enhance Employee Motivation 10 Minutes by Friday (Brand At Work, 2018), Gregg Lederman says that what people crave most “genuine appreciation work they do, how do it, make difference world around them.” Specifically, need respect do; know has purpose makes difference, stronger connections with immediate manager/supervisor) contribute organization’s success. their article “Understanding Addressing Sources Anxiety Among Health Care Professionals During COVID-19 Pandemic” (JAMA 2020;323:2133–2134), Tait Shanfelt, MD, colleagues point out, “Gratitude from leaders rings hollow if not coupled efforts hear, protect, prepare, support, care health professionals challenging time.” Notice word efforts, which implies action. If take action tend staff’s needs, staff will trust gratitude. Another perspective on expressing comes Rev. Carla Cheatham, PhD, consultant spirituality bereavement issues hospice care. Her discussion “How ‘Thank All Do!’ Backfire” speaks tendency add generic thank-you phrases emails or person (Carla Cheatham Consulting Group, Oct. 27, 2016; https://bit.ly/3qcQFq2). As Dr. writes, “When it becomes rote, stop believing you feel like it’s just campaign slogan. It feels kinda we’re being played duped into feeling appreciated, especially nothing else organization actually changes other than your signature line us. doesn’t good when begins seem automatic rather something you’ve thought about, I completely NOT goal, at all.” So instead? When gratitude, be specific. For example, “Tanisha, saw were so kind Mrs. Jones was crying. patient listened quietly as she talked about missing her family. Thank role model reminding importance slowing down present people.” Or “James, lunch delicious! really enjoyed enchiladas, reminded me my favorite restaurant. also noticed extra effort decorating dessert plate strawberry cream. Yum!” These statements are specific, highlight actions individual accomplished. administrator could have easily said, “Thanks!” “Good job!” — but those said truest intention. There two more concepts consider discussing gratitude: recognition. Both important, different. Ordering pizza everyone example appreciation. Everyone enjoys treat (who love pizza?), serves general providing feel-good experience. group treated one entity, participate Recognition, hand, focuses identifies organization, did resident special, made specific contribution team. Lori Porter National Association Healthcare Assistants pointed tells certified nursing assistant “That’s best bath I’ve ever had!,” recognition: describes (or said) special important. Let’s concept recognition step farther “strategic recognition,” management technique taught human resources Josh Bersin. To explain concept, I’ll start telling “recognition story.” My geriatrician husband received call Abu, nurse post-acute long-term community, let him transportation hadn’t shown up residents dialysis. (whom Ms. Lopez) upset crying treatment. Abu Melissa, assistant, solved problem wheeling Lopez uphill dialysis center, blocks facility. Tucson, AZ, outdoor temperature August reaches 90 degrees, early morning Melissa had truly extraordinary effort. director “Thanks team player!,” would certainly true. But transform story requires simple “thank you,” result significantly meaningful. This includes three sections: 1) employee did; 2) focus relates company value; 3) impact description impact. demonstrate, imagined myself administrator, wrote Melissa.•Action: took time transport didn’t show tearful They wheeled 90-degree weather center uphill, literally! reorganized accommodate task, outside usual job duties.•Focus: upheld company’s core value compassionate professionalism listening Lopez, frustrations needs. empathized her, recognized depends empowerment selflessly giving energy another person, under difficult circumstances pandemic.•Impact: Because actions, essential medical treatment needed, suffer discomfort missed appointment. demonstrated freedom solve way advocated models all! A excellent offer practice demonstrates thoughtfulness deeply you.” Even working living conditions experiencing, witness many acts kindness, selflessness, compassion. Recognizing these uplift spirits create workplace culture supports staff, empowers residents, helps engaged. Hector licensed social worker, speaker, associate editor Caring Ages.