How a child’s crayon drawing applies to business
Praise first, feedback second. You would think that performing the job you're hired for is simply the expectation - why would someone need praise for that? They do, and it's for the same reasons a child brings its parent a crayon drawing.
Praise your team members.
As health professionals, we are trained problem solvers. We are trained to look for and solve health concerns. In the absence of problems or concerns however, we are not trained to praise the patient for having nothing wrong - we just move on to the next problem or bid them farewell.
When a team member does something right (finally), it's almost like a relief rather than a celebration. You would think that a team member doing the job you hired them to do is simply the expectation - why should they need praise for that? Should you reserve the praise for when they do something beyond expectation?
Well... eventually. In an ideal world, your team performs the expected duties automatically and occasionally with a stroke of brilliance they do something excellent that you weren't expecting and you get excited about that and praise them. Unfortunately though, it's just not the reality, and by reality, I mean, expecting that requires you to completely ignore human psychology.
We are largely irrational and we're very fortunate that our enormous brains have developed in such a way that we have incredible cognitive power and neurologically is what seems to differentiate us from any other living thing on planet earth. We cognitively accept, wrestle with and justify our irrational thoughts, and interpret them by making rational justifications for our decisions (even though sometimes they are nonsensical and by the way, the rabbit hole that leads to is the concept of free will... for another day).
So what is the irrational need for a child to bring it's parent a drawing they just created?
They created it - they're proud
They brought it to no one else except for you - they are seeking your approval
Of course it's deeper than that - this piece is not about developmental psychology, and anything deeper is beside the point I'm trying to make. Simply put, your team members are no different. Even if their work is sub-standard, it's still work that they're proud of and that they're presenting to you. If they knew it was sub-standard, they wouldn't be presenting it. They are proud of themselves and they are seeking your approval. (to make the point a bit further - a child's admiration of its parents are usually depicted on their drawing - they often draw their family, primarily themselves with their parents).
Praise your team for the things they are doing well FIRST!
This settles their irrationality. You can then give them feedback after they have basked in the glory of doing a good job.
"I can see you worked hard on that, well done... in particular I like how you've (x, y and z). If I could suggest that you add this next time and instead of doing (x or y) try (a, b or c). Great stuff, and I'm looking forward to the next thing you show me."
If you provide feedback first, you skip empathy. You are ignoring the notion that you are communicating irrationally first. They are looking for praise, validation and approval on something they're proud of. If they don't receive that, they have failed their mission. In essence it means, it wasn't good enough, you didn't approve and it's invalid - and yes, it's that extreme. Once they have received your feedback, team members typically enter a state of dealing with the emotions associated with the shame of failure (or similar) and the meaning that this might have on their position in your eyes and relative to their peers who are perceivably, getting the approval... all these thoughts and feeling are occurring while you're still talking and following up the feedback, with praise. They can't hear it, because they are managing their own feelings - their thoughts are louder than your words. They are pretending to listen to you, because they've learnt how to behave in society and with their boss, but they will have a hard time appreciating and lapping up the praise because they a firstly and foremostly incompetent.
Saying the same words in different order gives you a very different result.
Praise your team members.