3 Steps of Encouragement

A foundational corner stone of encouragement should be focusing on good character verses good skill or achievement. Please don't misunderstand, recognizing achievement is fine but that should not be the emphasis. Here is a typical achievement recognition:

“Good job! I’m glad you were able to handle that irate customer. We need the sales volume.”

Here is the same situation but with character emphasized:

“I appreciate your patience in dealing with that irate customer. You took the time to properly resolve a difficult situation. That was a good example to me. I am reminded that it is easier to keep a customer than to find a new one. Thank you!”

Character First! has a saying that I think brings this home.

"Expect good character from yourself and admire it in other people."

Let me share with you the three steps of encouragement that we teach in our Basic Implementation Seminar. In order for our commendation to fulfill its purpose all three steps must be included.

1. Definition - use the character qualities definition. This helps to intentify a specific quality and reinforce the understanding of its meaning. In the above example it was patience. Character First! has written each definition to be simple and yet practical. Take a look at this handy PDF of 49 traits.

2. Illustration - explain the specific way the principle was demonstrated. This is important so others learn what it takes to live out that character quality.

3. Benefit - this is very important. Here you will want to share how their action benefited you, the company, and even the customer. I happen to think this is what makes the recipient feel the best.

We call these three steps the DIB process. Definition, Illustration, Benefit! So go out today and DIB someone. It will revolutionize your relationships.