SlideShare a Scribd company logo
1 of 51
Download to read offline
AUTONOMY
MASTERY
PURPOSE
QUICK
BACKGROUND
I’ve seen good and bad
cultures at work
VideoBlocks
Company: ~15→~80
Eng Team: ~3→~20
Applied Predictive
Technologies
Company: ~60→~120
Eng Team: ~15→~25
Opower
Company: ~150→~170
Eng Team: ~25→~25
WHO
CARES
“Culture eats strategy
for breakfast”
- Peter Drucker
AUTONOMY - Desire to be self directed
MASTERY - Desire to get better
PURPOSE - Desire to do something that has
meaning
“AMP”
Benefits of
AMP well
researched
The
Candle
Problem
The
Candle
Solution
The
Candle
Problem
2.0
1945 - Hints of AMP
No Prize Prize
1.0: Tacks in Box Faster Slower
2.0: Tacks out of Box Slower Faster
Large
tasks?
What about
Transformations
driven by AMP
well documented
AMP Creates a Culture
of Innovation
Majority of employees who
leave a company, are
“quitting their managers”
What can
you do?
AUTONOMY
∎ Hire Self-Starters
∎ Foster Ownership
∎ Provide Guardrails
∎ Tolerate Failure
∎ Ensure Social Safety Net
∎ Loosely Defined Job Roles
MASTERY
∎ Match Projects With Interests
∎ Prioritize Learning
∎ Push Outside Comfort Zone
∎ Encourage “Scaffolding”
PURPOSE
∎ Engage at High Level
∎ Foster Trust
∎ Transparency
∎ Celebrate Wins
∎ Say Thanks
“Autonomy, Mastery, and
Purpose eats strategy for
breakfast”
- Aaron Silverman
THANKS!
Any questions?
Appendix
New
York
Times
Article
(Link)
AMP
Detailed
Breakdown
Hire Self Starters
∎ Self starters have a track record of having the internal drive and motivation to
begin and continue tasks without external prodding or extra rewards
∎ Indications of self starters include extracurricular activities, participation and
speaking at meetups and conferences, self study, and side projects
∎ When asked about a favorite project, self starters often give an example of when
they had to come up to speed with a new technology or process and learn on the
job
Foster Ownership
∎ Allow team members to own problems
∎ Communicate the high level problem to be solved and give owners the whole
picture
∎ Step back and let owners decide how they want to best solve the problem
∎ Listen to and Trust owners--do not micromanage or dominate decisions
Provide Guardrails
∎ Clearly communicate expectations and desired outcomes
∎ Break large projects into major milestones
∎ Provide timely feedback (positive and negative) as work is completed
∎ If something isn’t going well, offer to work on it together rather than take it over
Tolerate Failures
∎ Foster a culture of innovation, experimentation, and calculated risks
∎ Remind the team that some failures are inevitable
∎ Don’t point fingers or witch hunt
∎ Conduct blameless retrospectives that include lessons learned and
recommendations going forward to minimize the chance of a similar failure
Ensure Social
Safety Net
∎ Do not embarrass, reject, or punish somebody for speaking up
∎ When discussing or brainstorming, strive for equal participation among team
members regardless of seniority or expertise
∎ Get to know each other beyond work (e.g. lunch, coffee breaks, small talk, offsites,
happy hours, etc.)
Loosely Defined
Job Roles
∎ Encourage framing discussions around what is best for the company as a
whole, not just the team
∎ Allow employees to contribute where interested and productive regardless
of their official job description
∎ Break down barriers to inter-team interactions
∎ Proactively seek out ideas and feedback from other teams
Match Projects
With Interests
∎ Prioritize interest when assigning projects
∎ Focus on the strengths of team members
∎ Ensure all team members get an equal chance at projects that interest
them
∎ Allow team members to take on small side projects of their choice
Prioritize Learning
∎ Actively participate in the development of your team members
∎ Tie professional development to business goals
∎ Be on the lookout and adopt new trends, technologies, and tools that
would excite your team to use
∎ Factor in professional development when prioritizing and assigning
tasks
Push Outside
Comfort Zone
∎ Encourage team members to take on projects different and more challenging
than those they’ve tackled before
∎ Involve team members in tasks tangential to their typical responsibilities
∎ Explain why you think they will succeed and how you will support them
Encourage
“Scaffolding”
∎ Encourage team members to network and learn outside the company
∎ Suggest conferences and meetups your team members should consider attending
∎ Recommend and discuss books that will help professional development
∎ Share good articles and blog posts
∎ Leverage applicable online classes and workshops
Engage at High
Level
∎ Communicate overarching company strategic vision
∎ Connect personal and team goals to the strategic vision
∎ Ask team members for input and advice in achieving goals and vision
∎ Ensure team members feel like their ideas are welcome and will be
factored into strategic decisions
Foster Trust
∎ Consistently communicate honestly and openly
∎ Lead by example
∎ Deliver on the commitments you make
∎ Be vulnerable and acknowledge your own mistakes
∎ Give out credit, take the blame
∎ Step in and help when team members encounter problems
∎ Seek to improve your team’s quality of life
Transparency
∎ Openly share company and team performance
∎ Allow those interested in a meeting or slack channel to join
∎ Avoid indirect communication
∎ Explain why decisions were made as well as other options considered
∎ Solicit and give timely feedback
Celebrate Wins
∎ Take the time to celebrate wins small and large
∎ Broadcast bigger victories
∎ Name those most involved
∎ Share positive customer feedback
∎ Celebrate big wins in a meaningful and memorable way (e.g. fancy
lunch, designated happy hour, swag, team outing)
Say Thanks
∎ Ensure team members know their good work was appreciated
∎ Be sincere and personalize the message
∎ Be prompt and spontaneous
∎ Establish a culture of peer recognition
Slide Template
Credit:
SlidesCarnival

More Related Content

What's hot

Management & Leadership: Critical Success Commonsense.
Management & Leadership: Critical Success Commonsense.Management & Leadership: Critical Success Commonsense.
Management & Leadership: Critical Success Commonsense.
Kevin Lee
 
5 attitudes in the workplace l eonard
5 attitudes in the workplace   l eonard5 attitudes in the workplace   l eonard
5 attitudes in the workplace l eonard
Dranoelme
 
Tips and Strategies for Engaging Youth
Tips and Strategies for Engaging YouthTips and Strategies for Engaging Youth
Tips and Strategies for Engaging Youth
Michele Martin
 

What's hot (20)

Tips For Managing A Diverse Project Team - PMP Webinar
Tips For Managing A Diverse Project Team - PMP WebinarTips For Managing A Diverse Project Team - PMP Webinar
Tips For Managing A Diverse Project Team - PMP Webinar
 
17 ways managers build trust with their teams
17 ways managers build trust with their teams17 ways managers build trust with their teams
17 ways managers build trust with their teams
 
Valuable Agile Retrospectives: Continuously Improve your Agility - Agile Tour...
Valuable Agile Retrospectives: Continuously Improve your Agility - Agile Tour...Valuable Agile Retrospectives: Continuously Improve your Agility - Agile Tour...
Valuable Agile Retrospectives: Continuously Improve your Agility - Agile Tour...
 
80 PPTS-TRAINING FOR DUMMIES-KEY IDEAS
80 PPTS-TRAINING FOR DUMMIES-KEY IDEAS80 PPTS-TRAINING FOR DUMMIES-KEY IDEAS
80 PPTS-TRAINING FOR DUMMIES-KEY IDEAS
 
Management & Leadership: Critical Success Commonsense.
Management & Leadership: Critical Success Commonsense.Management & Leadership: Critical Success Commonsense.
Management & Leadership: Critical Success Commonsense.
 
Empatico: Design Thinking Next Steps for VBSR
Empatico: Design Thinking Next Steps for VBSREmpatico: Design Thinking Next Steps for VBSR
Empatico: Design Thinking Next Steps for VBSR
 
No Regrets Leadership
No Regrets LeadershipNo Regrets Leadership
No Regrets Leadership
 
How to have productive meetings to drive results
How to have productive meetings to drive resultsHow to have productive meetings to drive results
How to have productive meetings to drive results
 
Continuous Learning (updated June 2015, with more examples of learning practi...
Continuous Learning (updated June 2015, with more examples of learning practi...Continuous Learning (updated June 2015, with more examples of learning practi...
Continuous Learning (updated June 2015, with more examples of learning practi...
 
Taking Initiative
Taking InitiativeTaking Initiative
Taking Initiative
 
5 attitudes in the workplace l eonard
5 attitudes in the workplace   l eonard5 attitudes in the workplace   l eonard
5 attitudes in the workplace l eonard
 
One-on-Ones: Your Secret Weapon to High Performing Teams
One-on-Ones: Your Secret Weapon to High Performing TeamsOne-on-Ones: Your Secret Weapon to High Performing Teams
One-on-Ones: Your Secret Weapon to High Performing Teams
 
Don't do KM!
Don't do KM!Don't do KM!
Don't do KM!
 
Design Thinking Workshop for Maryland Family Network
Design Thinking Workshop for Maryland Family NetworkDesign Thinking Workshop for Maryland Family Network
Design Thinking Workshop for Maryland Family Network
 
The Introvert's Guide to Success
The Introvert's Guide to SuccessThe Introvert's Guide to Success
The Introvert's Guide to Success
 
How to do the work you want to do - AKA neglect selling skills at your peril!...
How to do the work you want to do - AKA neglect selling skills at your peril!...How to do the work you want to do - AKA neglect selling skills at your peril!...
How to do the work you want to do - AKA neglect selling skills at your peril!...
 
Using Discovery to create products people actually want (2017 UX Copenhagen W...
Using Discovery to create products people actually want (2017 UX Copenhagen W...Using Discovery to create products people actually want (2017 UX Copenhagen W...
Using Discovery to create products people actually want (2017 UX Copenhagen W...
 
How to be awesome as a product manager
How to be awesome as a product managerHow to be awesome as a product manager
How to be awesome as a product manager
 
Tips and Strategies for Engaging Youth
Tips and Strategies for Engaging YouthTips and Strategies for Engaging Youth
Tips and Strategies for Engaging Youth
 
Five Things Great Managers Do
Five Things Great Managers DoFive Things Great Managers Do
Five Things Great Managers Do
 

Similar to Autonomy Mastery Purpose

MACCM Conference 2011
MACCM Conference 2011MACCM Conference 2011
MACCM Conference 2011
Paul Marciano
 
ASU Startup School Session 1
ASU Startup School Session 1ASU Startup School Session 1
ASU Startup School Session 1
Innovative Circus
 

Similar to Autonomy Mastery Purpose (20)

BaBoss October 2018
BaBoss October 2018BaBoss October 2018
BaBoss October 2018
 
How Product Managers Can Lead a Team by fmr Pivotal Sr PM
How Product Managers Can Lead a Team by fmr Pivotal Sr PMHow Product Managers Can Lead a Team by fmr Pivotal Sr PM
How Product Managers Can Lead a Team by fmr Pivotal Sr PM
 
University of Newcastle Faculty of Science and IT Staff Development day
University of Newcastle Faculty of Science and IT Staff Development dayUniversity of Newcastle Faculty of Science and IT Staff Development day
University of Newcastle Faculty of Science and IT Staff Development day
 
AgileMidwest2018-Rodgers-WhatYourMamaDidntTeachYouAboutScrum
AgileMidwest2018-Rodgers-WhatYourMamaDidntTeachYouAboutScrumAgileMidwest2018-Rodgers-WhatYourMamaDidntTeachYouAboutScrum
AgileMidwest2018-Rodgers-WhatYourMamaDidntTeachYouAboutScrum
 
Agile Leadership introduction
Agile Leadership introductionAgile Leadership introduction
Agile Leadership introduction
 
Women in High Tech Project: Moving from Discussion to Action
Women in High Tech Project: Moving from Discussion to ActionWomen in High Tech Project: Moving from Discussion to Action
Women in High Tech Project: Moving from Discussion to Action
 
Build a Culture to Encourage Learning, Creativity and Collaboration
Build a Culture to Encourage Learning, Creativity and CollaborationBuild a Culture to Encourage Learning, Creativity and Collaboration
Build a Culture to Encourage Learning, Creativity and Collaboration
 
GEC 2017: Bob Dorf (2)
GEC 2017: Bob Dorf (2)GEC 2017: Bob Dorf (2)
GEC 2017: Bob Dorf (2)
 
Team buildingcc webinar042617-final
Team buildingcc webinar042617-finalTeam buildingcc webinar042617-final
Team buildingcc webinar042617-final
 
The art of letting go: Supporting informal and social learning
The art of letting go: Supporting informal and social learningThe art of letting go: Supporting informal and social learning
The art of letting go: Supporting informal and social learning
 
MACCM Conference 2011
MACCM Conference 2011MACCM Conference 2011
MACCM Conference 2011
 
ASU Startup School Session 1
ASU Startup School Session 1ASU Startup School Session 1
ASU Startup School Session 1
 
Cn 5 Day Presentation
Cn 5 Day PresentationCn 5 Day Presentation
Cn 5 Day Presentation
 
How to Impress as a Junior Product Manager by Ritual.co PM
How to Impress as a Junior Product Manager by Ritual.co PMHow to Impress as a Junior Product Manager by Ritual.co PM
How to Impress as a Junior Product Manager by Ritual.co PM
 
Motivating your staff for less
Motivating your staff for lessMotivating your staff for less
Motivating your staff for less
 
Avoiding Fragile Agile: Making Change Stick
Avoiding Fragile Agile: Making Change StickAvoiding Fragile Agile: Making Change Stick
Avoiding Fragile Agile: Making Change Stick
 
Scrum mastery toolkit
Scrum mastery toolkitScrum mastery toolkit
Scrum mastery toolkit
 
Getting the Best Out of Your Engineers by HubSpot Product Leader
Getting the Best Out of Your Engineers by HubSpot Product LeaderGetting the Best Out of Your Engineers by HubSpot Product Leader
Getting the Best Out of Your Engineers by HubSpot Product Leader
 
Ohio University Pre-Internship Workshop
Ohio University Pre-Internship WorkshopOhio University Pre-Internship Workshop
Ohio University Pre-Internship Workshop
 
Barry Saiff -Managing Content Development Teams: Inner Mastery for Outer Success
Barry Saiff -Managing Content Development Teams: Inner Mastery for Outer SuccessBarry Saiff -Managing Content Development Teams: Inner Mastery for Outer Success
Barry Saiff -Managing Content Development Teams: Inner Mastery for Outer Success
 

Recently uploaded

Agile Coaching Change Management Framework.pptx
Agile Coaching Change Management Framework.pptxAgile Coaching Change Management Framework.pptx
Agile Coaching Change Management Framework.pptx
alinstan901
 
internship thesis pakistan aeronautical complex kamra
internship thesis pakistan aeronautical complex kamrainternship thesis pakistan aeronautical complex kamra
internship thesis pakistan aeronautical complex kamra
AllTops
 
Beyond the Codes_Repositioning towards sustainable development
Beyond the Codes_Repositioning towards sustainable developmentBeyond the Codes_Repositioning towards sustainable development
Beyond the Codes_Repositioning towards sustainable development
Nimot Muili
 
The Psychology Of Motivation - Richard Brown
The Psychology Of Motivation - Richard BrownThe Psychology Of Motivation - Richard Brown
The Psychology Of Motivation - Richard Brown
SandaliGurusinghe2
 
Abortion pills in Jeddah |• +966572737505 ] GET CYTOTEC
Abortion pills in Jeddah |• +966572737505 ] GET CYTOTECAbortion pills in Jeddah |• +966572737505 ] GET CYTOTEC
Abortion pills in Jeddah |• +966572737505 ] GET CYTOTEC
Abortion pills in Riyadh +966572737505 get cytotec
 

Recently uploaded (17)

Marketing Management 16th edition by Philip Kotler test bank.docx
Marketing Management 16th edition by Philip Kotler test bank.docxMarketing Management 16th edition by Philip Kotler test bank.docx
Marketing Management 16th edition by Philip Kotler test bank.docx
 
Agile Coaching Change Management Framework.pptx
Agile Coaching Change Management Framework.pptxAgile Coaching Change Management Framework.pptx
Agile Coaching Change Management Framework.pptx
 
internship thesis pakistan aeronautical complex kamra
internship thesis pakistan aeronautical complex kamrainternship thesis pakistan aeronautical complex kamra
internship thesis pakistan aeronautical complex kamra
 
Intro_University_Ranking_Introduction.pptx
Intro_University_Ranking_Introduction.pptxIntro_University_Ranking_Introduction.pptx
Intro_University_Ranking_Introduction.pptx
 
Beyond the Codes_Repositioning towards sustainable development
Beyond the Codes_Repositioning towards sustainable developmentBeyond the Codes_Repositioning towards sustainable development
Beyond the Codes_Repositioning towards sustainable development
 
Reviewing and summarization of university ranking system to.pptx
Reviewing and summarization of university ranking system  to.pptxReviewing and summarization of university ranking system  to.pptx
Reviewing and summarization of university ranking system to.pptx
 
Strategic Management, Vision Mission, Internal Analsysis
Strategic Management, Vision Mission, Internal AnalsysisStrategic Management, Vision Mission, Internal Analsysis
Strategic Management, Vision Mission, Internal Analsysis
 
How Software Developers Destroy Business Value.pptx
How Software Developers Destroy Business Value.pptxHow Software Developers Destroy Business Value.pptx
How Software Developers Destroy Business Value.pptx
 
Safety T fire missions army field Artillery
Safety T fire missions army field ArtillerySafety T fire missions army field Artillery
Safety T fire missions army field Artillery
 
Independent Escorts Vikaspuri / 9899900591 High Profile Escort Service in Delhi
Independent Escorts Vikaspuri  / 9899900591 High Profile Escort Service in DelhiIndependent Escorts Vikaspuri  / 9899900591 High Profile Escort Service in Delhi
Independent Escorts Vikaspuri / 9899900591 High Profile Escort Service in Delhi
 
The Psychology Of Motivation - Richard Brown
The Psychology Of Motivation - Richard BrownThe Psychology Of Motivation - Richard Brown
The Psychology Of Motivation - Richard Brown
 
International Ocean Transportation p.pdf
International Ocean Transportation p.pdfInternational Ocean Transportation p.pdf
International Ocean Transportation p.pdf
 
digital Human resource management presentation.pdf
digital Human resource management presentation.pdfdigital Human resource management presentation.pdf
digital Human resource management presentation.pdf
 
Leaders enhance communication by actively listening, providing constructive f...
Leaders enhance communication by actively listening, providing constructive f...Leaders enhance communication by actively listening, providing constructive f...
Leaders enhance communication by actively listening, providing constructive f...
 
Abortion pills in Jeddah |• +966572737505 ] GET CYTOTEC
Abortion pills in Jeddah |• +966572737505 ] GET CYTOTECAbortion pills in Jeddah |• +966572737505 ] GET CYTOTEC
Abortion pills in Jeddah |• +966572737505 ] GET CYTOTEC
 
Dealing with Poor Performance - get the full picture from 3C Performance Mana...
Dealing with Poor Performance - get the full picture from 3C Performance Mana...Dealing with Poor Performance - get the full picture from 3C Performance Mana...
Dealing with Poor Performance - get the full picture from 3C Performance Mana...
 
W.H.Bender Quote 62 - Always strive to be a Hospitality Service professional
W.H.Bender Quote 62 - Always strive to be a Hospitality Service professionalW.H.Bender Quote 62 - Always strive to be a Hospitality Service professional
W.H.Bender Quote 62 - Always strive to be a Hospitality Service professional
 

Autonomy Mastery Purpose

  • 3. I’ve seen good and bad cultures at work VideoBlocks Company: ~15→~80 Eng Team: ~3→~20 Applied Predictive Technologies Company: ~60→~120 Eng Team: ~15→~25 Opower Company: ~150→~170 Eng Team: ~25→~25
  • 4.
  • 5.
  • 6.
  • 8. “Culture eats strategy for breakfast” - Peter Drucker
  • 9. AUTONOMY - Desire to be self directed MASTERY - Desire to get better PURPOSE - Desire to do something that has meaning “AMP”
  • 14. 1945 - Hints of AMP No Prize Prize 1.0: Tacks in Box Faster Slower 2.0: Tacks out of Box Slower Faster
  • 15.
  • 17.
  • 18.
  • 20. AMP Creates a Culture of Innovation
  • 21. Majority of employees who leave a company, are “quitting their managers”
  • 23. AUTONOMY ∎ Hire Self-Starters ∎ Foster Ownership ∎ Provide Guardrails ∎ Tolerate Failure ∎ Ensure Social Safety Net ∎ Loosely Defined Job Roles
  • 24. MASTERY ∎ Match Projects With Interests ∎ Prioritize Learning ∎ Push Outside Comfort Zone ∎ Encourage “Scaffolding”
  • 25. PURPOSE ∎ Engage at High Level ∎ Foster Trust ∎ Transparency ∎ Celebrate Wins ∎ Say Thanks
  • 26. “Autonomy, Mastery, and Purpose eats strategy for breakfast” - Aaron Silverman
  • 29.
  • 30.
  • 31.
  • 32.
  • 34.
  • 36. Hire Self Starters ∎ Self starters have a track record of having the internal drive and motivation to begin and continue tasks without external prodding or extra rewards ∎ Indications of self starters include extracurricular activities, participation and speaking at meetups and conferences, self study, and side projects ∎ When asked about a favorite project, self starters often give an example of when they had to come up to speed with a new technology or process and learn on the job
  • 37. Foster Ownership ∎ Allow team members to own problems ∎ Communicate the high level problem to be solved and give owners the whole picture ∎ Step back and let owners decide how they want to best solve the problem ∎ Listen to and Trust owners--do not micromanage or dominate decisions
  • 38. Provide Guardrails ∎ Clearly communicate expectations and desired outcomes ∎ Break large projects into major milestones ∎ Provide timely feedback (positive and negative) as work is completed ∎ If something isn’t going well, offer to work on it together rather than take it over
  • 39. Tolerate Failures ∎ Foster a culture of innovation, experimentation, and calculated risks ∎ Remind the team that some failures are inevitable ∎ Don’t point fingers or witch hunt ∎ Conduct blameless retrospectives that include lessons learned and recommendations going forward to minimize the chance of a similar failure
  • 40. Ensure Social Safety Net ∎ Do not embarrass, reject, or punish somebody for speaking up ∎ When discussing or brainstorming, strive for equal participation among team members regardless of seniority or expertise ∎ Get to know each other beyond work (e.g. lunch, coffee breaks, small talk, offsites, happy hours, etc.)
  • 41. Loosely Defined Job Roles ∎ Encourage framing discussions around what is best for the company as a whole, not just the team ∎ Allow employees to contribute where interested and productive regardless of their official job description ∎ Break down barriers to inter-team interactions ∎ Proactively seek out ideas and feedback from other teams
  • 42. Match Projects With Interests ∎ Prioritize interest when assigning projects ∎ Focus on the strengths of team members ∎ Ensure all team members get an equal chance at projects that interest them ∎ Allow team members to take on small side projects of their choice
  • 43. Prioritize Learning ∎ Actively participate in the development of your team members ∎ Tie professional development to business goals ∎ Be on the lookout and adopt new trends, technologies, and tools that would excite your team to use ∎ Factor in professional development when prioritizing and assigning tasks
  • 44. Push Outside Comfort Zone ∎ Encourage team members to take on projects different and more challenging than those they’ve tackled before ∎ Involve team members in tasks tangential to their typical responsibilities ∎ Explain why you think they will succeed and how you will support them
  • 45. Encourage “Scaffolding” ∎ Encourage team members to network and learn outside the company ∎ Suggest conferences and meetups your team members should consider attending ∎ Recommend and discuss books that will help professional development ∎ Share good articles and blog posts ∎ Leverage applicable online classes and workshops
  • 46. Engage at High Level ∎ Communicate overarching company strategic vision ∎ Connect personal and team goals to the strategic vision ∎ Ask team members for input and advice in achieving goals and vision ∎ Ensure team members feel like their ideas are welcome and will be factored into strategic decisions
  • 47. Foster Trust ∎ Consistently communicate honestly and openly ∎ Lead by example ∎ Deliver on the commitments you make ∎ Be vulnerable and acknowledge your own mistakes ∎ Give out credit, take the blame ∎ Step in and help when team members encounter problems ∎ Seek to improve your team’s quality of life
  • 48. Transparency ∎ Openly share company and team performance ∎ Allow those interested in a meeting or slack channel to join ∎ Avoid indirect communication ∎ Explain why decisions were made as well as other options considered ∎ Solicit and give timely feedback
  • 49. Celebrate Wins ∎ Take the time to celebrate wins small and large ∎ Broadcast bigger victories ∎ Name those most involved ∎ Share positive customer feedback ∎ Celebrate big wins in a meaningful and memorable way (e.g. fancy lunch, designated happy hour, swag, team outing)
  • 50. Say Thanks ∎ Ensure team members know their good work was appreciated ∎ Be sincere and personalize the message ∎ Be prompt and spontaneous ∎ Establish a culture of peer recognition