Thursday, May 28, 2009

Begin With Praise and Honest Appreciation

'Dorothy Wrublewski, a branch manager of the Fort Monmouth, New Jersey, Federal Credit Union, reported to one of our classes how she was able to help one of her employees be more productive.

"We recently hired a young lady as a teller trainee. Her contact with our customers was very good. She was accurate and efficient in handling individual transactions. The problem developed at the end of the day when it was time to balance out.

"The head teller came to me and strongly suggested that I fire this woman. 'She is holding up everyone else because she is so slow in balancing out. I've shown her over and over, but she can't get it. She's got to go.'

"The next day I observed her working quickly and accurately when handling the normal everyday transactions, and she was very pleasant with our customers.

"It didn't take long to discover why she had trouble balancing out. After the office closed, I went to talk with her. She was obviously nervous and upset. I praised her for being so friendly and outgoing with the customers and complimented her for the accuracy and speed used in that work. Then I suggested we review the procedure we use in balancing the cash drawer. Once she realized I had confidence in her, she easily followed my suggestions and soon mastered this function. We have had no problems with her since."

Beginning with praise is like the dentist who beings his work with Novocain. The patient still gets a drilling, but the Novocain is pain-killing.'

*Source: How To Win Friends and Influence People by Dale Carnegie

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