Page 128 - Perfect Phrases for Motivating and Rewarding

■ Of course, if breaking a rule for one employee would cause
a problem, stand your ground. But don’t underestimate staff
who might be more understanding than you think of a clearly
explained exception.
■ The more involved employees are in creating policies and
procedures, the more interested they are in supporting them.
Include those directly affected in determining and enforcing
informal guidelines (such as keeping the coffee room neat,
starting meetings on time, and covering others’ phones).
■ Some rules may be outdated or, without context, seem
random. People will be more likely to respect rules that make
sense to them.
■ Work to get ineffective and/or outdated rules changed. Explain
what you’re trying to accomplish.
■ Safety policies are inviolate. These are no-exceptions rules.

Motivational Phrases
■ “The reason behind this rule is .”
■ “I’m sorry I can’t make an exception here. I’ve considered it
carefully. I wish I could.”
■ “Please give me all the reasons you think we can or should
make an exception in your case, so I can give your request
thorough consideration.”
■ “A lot of people seem to have a problem with this rule. It was
designed for a specific purpose. (Be clear about the purpose.)
If anyone has ideas about how to modify this rule while
maintaining its ability to achieve that purpose, I’ll be happy to
consider them.”
■ “This rule ensures everyone’s safety during an emergency
evacuation. We can’t bend it—ever.”
■ “I know safety goggles sometimes seem unnecessary, but
we count on your vision in many ways and don’t want to
jeopardize it.”

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