[this is a summer report series repost]
My Smart House Cat
Sometimes our cat thinks she’s a dog. I believe this because when we house-trained our dog, we hung bells from the back door knob and he learned to ring them with his nose when he needed to go out. Persephone (my daughter named the cat for the Queen of the Underworld, which says more about my daughter than the cat, but not by much) observed this for a while, and then started to ring the bells herself.
I dutifully ran to the back door and let her out before realizing what I’d done. In that instant I’d trained the cat to expect that when she rang the bells somebody would open the door for her. Action and reward.
It’s been cold here in Calgary for a while, so even when we know Persephone is just checking to make sure the weather is the same out the back door as it was out the front just five minutes ago, she’s learned to be quite persistent. Eventually somebody will come along and let her out. Listening to the jangling bells is too annoying. Behaviour and reinforcement. The dog passed away about six weeks ago. We really could take the bells down, but I just don’t have the heart.
Many Fat Happy Monkeys
Training animals and giving feedback have some things in common. No, people aren’t cats, and humans aren’t monkeys. Yet there’s something to learn here. If you want to train a monkey to ride a skateboard, you don’t slap it on the skateboard and then yell at it for not performing tricks. First you put the skateboard in the cage. The monkey doesn’t freak out at this new and strange object that’s invaded its space.* You give it a slice of peach when it stays calm when the skateboard appears.
Maybe the monkey moves towards the skateboard. Peach slice. Maybe then the monkey touches the skateboard. Peach. The monkey sits on the skateboard. Peach. The monkey allows the trainer to push the monkey. Peach. Pretty soon you have a fat, happy monkey doing kick-turns and axle stalls.
The Human Advantage
Giving feedback to people isn’t really much different. The biggest difference is that because if we use language properly we can accelerate the process. Every movement, behaviour, or action in the right direction gets noticed and praised. Immediately, specifically, and sincerely. Progress ensues. Many fat happy monkeys, er, staff.
So what happens when the monkey throws the skateboard at the trainer? Nothing. Any body language, tone of voice, or facial expression that gives away anger is a clue on how to control the trainer. Animal trainers know that reacting to bad behaviour (shouting, waving arms, angry faces) is only letting the animal know what they need to do to provoke you.
Again, people are not monkeys (at least most aren’t). Funny enough it works the same way with many people. Emotions leak through, and that affects how the message we’re trying to give is received. Even on a subconscious level. If you can give specific, sincere feedback and still smile, then go ahead and give the feedback. If you can’t smile, then wait until you can. Otherwise you risk doing more harm than good.
In the next week, look for opportunities to give positive, specific feedback (or just a thank-you even) for people who are moving in the right direction. When somebody is trying, they’re actually looking for approval and encouragement. Even if you suspect they got lucky or did it accidentally, recognize and reward at as many opportunities as you get. Don’t hold out on the peaches!
I wonder what it would take to get the cat on a skateboard?
Previous Blogs on Feedback:
Everybody Wants Feedback – having the courage to give feedback pays off for you, them, and the company
We Owe Ourselves Feedback – how do you react when somebody gives you feedback?
Why Feedback Doesn’t Work
Train Yourself to Give Better Feedback – start by practising this everyday for a week
Getting Better at Giving Feedback – from their behaviour to your reaction and back again. Knowing what going on underneath the surface.
*I can’t remember where I read this example. If you know the source please let me know in the comments so I can give proper credit. Thanks.