YOUR BUSINESS
that all old forms are removed and that no one has a stash of old forms in their toolbox or locker.
ENFORCING COMPLIANCE Once the change is in place and implemented, then comes the problem of enforcing compliance with the new process. Even if the change was well accepted and easily implement- ed, compliance could still be an issue for a while. Here are a few thoughts on enforcement:
• Bad behavior will be repeated unless there are adverse consequences
There needs to be some sort of penalty for not comply- ing with the new procedures. These penalties need to be tempered with logic based on the problems caused by non-compliance. Small problems require small solutions — large problems require large solutions.
• Punishment does not necessarily get people to do the right thing. It could just get them to avoid the punishment.
Consider an example where workers were encouraged to report their own failure to comply with a change. When they did report it, they were reprimanded as punishment. The result? They stopped reporting non- compliances! The failures didn’t stop – but the reporting of them did.
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• Null consequences are punishment for functional behavior. When people do good things and nothing happens, they stop doing good things. People tend to stop tak- ing medication if they do not per- ceive any benefit. If you are going to punish non-compliance, you also have to reward compliance. An occasional “atta-boy” doesn’t cost anything and can have a very positive impact. You should be as quick — or quicker — to point out the good stuff as you are to point out the bad.
• Feedback must be close in time to the behavior. If the feedback comes too late, the be- havior may have worse consequences. Say you left your dog in the house all day while you were at work. At some point during the day the dog made a mess in the house. When you come home, the dog is sleeping on the cool tile floor of the kitchen. You see the mess, swat the dog with a newspaper, and send him outside for the night. The dog doesn’t make the connection between the punishment and making a mess in the house. The dog thinks he is being punished for sleeping on the cool tile of the kitchen floor, as that was the act that immediately preceded the punishment. In summary, in order to make the change go smoothly, to the greatest extent possible: Involve before deciding. Seek input
from the stakeholders — those that will be most affected by the change — and listen to them. Ask them if they have a
09.10 2009
38 Becker 505, LLC is the creative designer for D.O.M. magazine.
DOMmagazine
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