In covering the weekly County Commissioners Meetings these past five years, much of the action is rudimentary administrative actions. Still, at least once a month, time is set aside in the meeting to acknowledge employees for their time of service or when they have done something special that deserves recognition. The Thursday, February 6th meeting might have set a record, as there were ten people recognized for their time in service, three that distinguished themselves through special efforts, and there was also a proclamation acknowledging appreciation for court recorders.

These are very upbeat events, with all the colleagues of these people to be honored packing out the seats. It takes a bit of time as the supervisor of the employee goes to the podium and tells of their value to the department, everyone applauds, the individual receives a pin from the commissioners and pictures are taken. Everyone is smiling as they quietly file out.

They have been doing these ceremonies for the past five years and probably much longer. But here is a mystery. Last year the Lycoming County Commissioners went through the Commonwealth of Pennsylvania’s Early Intervention Program (EIP) that completely reviewed every aspect of the county’s operations. The EIP report can be read on the county website, lyco.org. On page 111 of the 138-page report, there is a sentence which states, “Employee morale is low, with individuals feeling like they are always being asked to do more with less and not being recognized for that work.” So, the question is, why do the recognitions that the county conducts not have the desired effect?

The Gallup Organization offers a good answer. Gallup is best known for its presidential surveys, but they have also been actively involved in organizational studies for decades. A book that summarized their studies in employee engagement was published by Gallup Press entitled, “12: The Elements of Great Managing.” After 30 years of in-depth research involving more than 17 million employees, they identified twelve questions that get to the heart of what motivates workers on their jobs. One of the questions states, “In the last seven days, I have received recognition or praise for doing good work?” Notice that time period — seven days. If recognition only comes from an annual or semiannual employer review or a ten-year, fifteen-year, twenty-year pin, etc., it is not enough. Ironically, when an employee receives a symbolic pat on the back — on a consistent basis if he or she deserves it, it means more than all the other awards and recognitions put together.

I had an opportunity to test this out personally. I was contracted by a Fortune 100 company that was having trouble keeping their best employees and did not know why. I offered a preliminary study to get them started. I first read all the exit interviews of the past couple of years and was surprised by how many related to lack of recognition. I then spent a couple of days in the corporate break room. I told those who came to sit down for a cup of coffee that I was there to try to make the work conditions better, and that always made the employees smile. I said, “Let me ask a question — when was the last time you were recognized for doing something exceptionally good?” They would sometimes offer that their unit or division had got an award, but I would stop them and say, “No, I mean you personally.” They would look up trying to collect something out of their brain, and they would finally say, “Honestly, I cannot remember a single time.”

Over two full days, I talked to dozens and dozens of people, and not a single one answered affirmatively. But, when I followed up, “When was the last time you were reprimanded for something you did,” the response was much quicker. Everyone had a story of a put-down in the past day or few days at the most. When I presented my report to this company, they were shocked that all their other incentive programs did not matter as much as simple respect. When all you notice is the negative, it does not motivate the positive.

To the credit of the present County Commissioners board, they appear to get this fact. It was one of the factors featured in the list of priorities that were presented in January. A continually motivated and consistently appreciated county workforce would benefit everyone. As nice as it is to get a big splash in a commissioner meeting, a simple, “well done” when it is deserved might make more of a difference in the long run.