Avoid Miscommunication
Make sure you speak the language. I had often referred to the aforementioned attitude of compliance as “carrying the company banner.” One time, a new employee called me about three days after a meeting and said that she had looked high and low but was unable to locate this company banner. She then asked if I could direct her to one. Although we both had a good laugh, it was a reminder to make sure we were all speaking the same language.
I once worked on a project where everything discussed regarding HR was offered with a wink or a rolling of the eyes. The manager referred to HR as “they.” This only made the manager look small and the employees disrespectful and confused. Embrace your company culture and convey that to your team. They will fall in step and emulate your own positive attitude.
As for using your emotional intelligence when hiring and recruiting, how can you not have a feeling one way or another about a candidate? Simply incorporate those feelings into your decision making without overlooking the proper HR processes. It is possible to use all of your talents when selecting a candidate.
A good leadership tack when hiring is to make sure the person being considered will fit in with the rest of the group by bringing the team into the interview process. Have a couple of your top people do a second interview. This will serve two purposes: It will make them feel important and capable of assisting you, and it will help you to identify a worthy candidate.
Dealing in the intuitive world can create problems with the black and white world of HR; and vise versa. There is not a lot of room to negotiate in this area, but there is always a place for instinct used correctly and wisely.
Utilizing Recognition and Rewards
The best motivator is recognition. Finding people doing something well and making a big deal about it is the cheapest and fastest way to increase performance. I once worked for a firm that only sent out a sales report at the end of the month. On report day, everyone was either jubilant or embarrassed, but by the next day, it was all over.
I immediately started reporting weekly, then daily. I made positive notes to the people leading the pack and never criticized those at the bottom. Seeing their names last was reminder enough that they had work to do. I sent voice mail broadcasts out to announce the top five people and to further publicize the results. This turned out to be a method that immediately increased business.
Privately, I would write encouraging notes on reports to those struggling saying, “I know you are having a bad month. Let me know if I can help out.” Or “This is better than last month. Keep it going!”
Each and every one of us has a child inside, and it can be fun to let the kid out to play. My office manager used happy face stickers and all sorts of little stamps to make comments in individual notes. He would send an “Attaboy” note along with a small bag of M&M’s. What always amazed me is that our six-figure employees loved it! On a super busy week or during travel, if we neglected to send notes out, we would get calls asking if we had forgotten.
When our management team realized how effective these little rewards and recognitions were, we initiated awards for team spirit, best mentor, most improved and most flexible. I consistently gave my people more and more to strive for and more opportunities for the old pat on the back.
Whatever business you are in, find ways to track as many aspects of good behavior as you can. Publish them consistently and across every department. Keep your people in the limelight as often as you can. If there is a company newsletter, make sure your department gets a little space for news and updates. Other departments will begin to learn what your department does, and during unfortunate but necessary corporate realignments, your people will have a good chance at being relocated within the firm.
Author's note: An 20-year veteran of the securities industry, advisor coach Patti Branco is a securities industry consultant, and founder of Patti Branco Management Solutions. And can be reached at 903-451-9800. 
