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Posted on September 01, 2023

How to get more of the behaviours you want through reinforcement

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I wrote some time back* about how my partner, Michelle, is smart: she frequently tells me the coffee I make is wonderful, and because of that, I continue to want to make it for her. If she told me it tasted crap, I’d tell her to make it herself, or if she didn’t say anything, I’d be less inclined to be consistent and ensure it was the best I could do.

Last week, I stayed at the colourful and playfully designed QT Hotel in Surfers Paradise - the venue where I was a guest speaker. The green door tag promoted that if I left it on the handle, the cleaner wouldn’t arrive, and I’d be given $10 off my daily bill. I didn’t need the discount, but as my room was clean and tidy and I didn’t want anyone interrupting me, I thought I would follow the suggestion.

The next day, a green thank you card was slipped under the door with the $10 discount applied. The “thank you” with a small incentivisation, followed soon after the desired action, reinforced (strengthened) the behaviour the hotel sought, which, in turn, motivated me to continue doing so for the duration of my stay.

Here’s the thing…I knew about this incentive when I checked in to the hotel and the total amount I would save when I checked out, but that was days away, and it didn’t motivate me to act. What inspired the repeated behaviour was the type ofand immediacy of, the reinforcement.

This situation caused me to reflect on (as one example) the annual bonus scheme companies use as a motivational tool, but I have never heard an employee cite this as a motivator. It may keep them around for the year, but it seems business as usual for the 364 days between profit distribution. If the bonus were used as a reinforcer to increase motivation, it would potentially need to be distributed more frequently. Psychologist/behaviourist, B.F. Skinner noted similar when he said, “Reinforcing a man with fifty dollars at one time may not be so effective as reinforcing him with five dollars at ten different times during the same period.”**

Along with the frequency of reinforcement, it’s also worth considering the type of reinforcement: what inspires one person to act may not have the same effect on another. Whether the reinforcers are financial***, a thank you card, or the many other forms they take, it’s important to experiment and observe the resulting actions.

I think Michelle and the hotel management are smart. They understand that when you want a specific action repeated, find some way of meaningfully and frequently reinforcing it.

Ray

*This previous post was called One thing I’ve learned from living with a psychologist. You can read it here or watch it here.

**Skinner, B. F. (1965). Science & human behavior. Free Press. p 101.

***Financial rewards won’t motivate everyone, and research has shown that they can also negatively impact one’s inherent enjoyment of their work.

All Posts

Posted on September 01, 2023

How to get more of the behaviours you want through reinforcement

I wrote some time back* about how my partner, Michelle, is smart: she frequently tells me the coffee I make is wonderful, and because of that, I continue to want to make it for her. If she told me it tasted crap, I’d tell her to make it…

Posted on July 27, 2023

Careful, you might catch it

On a warm sunny afternoon, Michelle and I visited the fabulous Epocha Restaurant on the outskirts of Melbourne's CBD. We were keen to try their Sunday roast with all the trimmings and were led to our table by a waiter who immediately made…

Posted on May 19, 2023

The Super Highway of People, Process, and Data.

Among other presenters, I shared the stage with these handsome lads this past week in Adelaide and Melbourne; and we talked processes, people, and data. On process and streamlining incoming job enquires - John from LANA Software; on the…

Posted on May 05, 2023

What a Boss Wants. A Letter to John

Hi John. I caught up with your boss yesterday and she mentioned she had a discussion with you recently about her need to see you improve in certain areas. I’ve also been a #manager of people so I thought that given our friendship, I would…

Posted on February 06, 2023

Gatecrashing an 80th

The Yarra river was showing off its glory as we strolled into one of our favourite Melbourne restaurant-bars on the promenade last week. Upon finding a seat, a guy with a big friendly smile came over and said, “you danced with my Mum right…

Posted on December 16, 2022

Fill 'er Up Please

When the food cupboard is running low, we restock; When the bourbon bottle is at low tide, we replace it; and, When the fuel light alerts us to a near empty tank; we fill up. When we have visibility to low supply situations and when the…

Posted on November 29, 2022

The Reward of Work

I wrote recently how we as humans are drawn toward reward and pleasure and tend to move away from punishment and pain. One reader insightfully asked: "At what point is it about the …pride, passion, satisfaction of doing a good job…?” Great…

Posted on October 20, 2022

One Thing I've Learned From Living With a Psychologist

My partner Michelle, is a psychologist, and she’s smart. When I make her coffee she thanks me for it and tells me how good it is. When I cook for her, she tells me it tastes wonderful. When I take her dancing she tells me how much she…

Posted on October 13, 2022

Behind The Bar. A rigorous approach for training

As I ate dinner perched up on a bar stool this week, I watched two staff (one senior and one junior) prepare cocktails. “You’ve got two minutes,” said senior, looking at his watch. Junior snapped into life and quickly made the margarita;…

Posted on August 25, 2022

Destination Nowhere

In my latest book, How Efficiency Changes the Game, I wrote: When my children were young, we would sometimes pile them in the car, head out from home with no destination in mind. Arriving at an intersection I would ask, “Should we go…

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