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  2. 2. I was recently given the assistant manager position at a store in the mall called Francesca’s Collections. With this new position came new responsibilities. A tiny… yet important responsibility is email collection. BACKGROUND
  3. 3. Store Goal: 200 per month What were we getting? NOT ENOUGH!! CRISIS 52 54 56 58 60 January February 55 60 #ofemails Month Baseline Email Collection
  4. 4. Break the goal down to 50 emails a week… that equals 200 emails a month (assuming there is 4 weeks in a month) TARGET BEHAVIOR: Each six team members now needs to collect 8-9 emails a week. EASY!! We now have a more realistic and easier goal by breaking it down. WHAT WAS I GOING TO DO?
  5. 5. No reinforcer… There also might have been a bit of punishment having to ask for emails. BUT WHY WERE WE NOT COLLECTING 200 EMAILS PER MONTH?? Before: No aversively impatient customer Behavior: Asks for email After: Aversively impatient customer
  6. 6. Effective Reinforcer: Present the staff with a PRIZE at the end of each week, contingent on collecting at least 8-9 emails that week State the Rule: “To receive this prize, you must collect at least 8-9 emails by the end of each week. At the end of the week the opportunity to receive the prize will no longer by available to anyone who did not reach their email goal “ PLANNING THE INTERVENTION
  7. 7. Problem! The reinforcer is too delayed… What is going to maintain this behavior?? Break it down with the Three-Contingency Model of Performance Management. DETERMINING THE CONTINGENCIES
  8. 8. Ineffective Natural Contingency The success of collecting 8-9 emails per week was too small, though cumulative. This was not going to maintain the behavior Effective, Indirect-Acting Performance Management Contingency Deadline: By end of week The outcome of this contingency is too delayed, an analog, therefore ineffective Effective Inferred Direct Acting Contingency The fear of losing the opportunity to receive the prize controlled behavior directly. This is what was maintaining behavior. Before: Staff will lose opportunity to win prize at end of week Behavior: Collects 8-9 emails per week After: Staff will not lose opportunity to win prize at end of week Before: Fear of loss of opportunity to win prize by end of week Behavior: Collects 8-9 emails per week After: NO Fear of loss of opportunity to win prize by end of week Before: Given level of email collection success Behavior: Collects 8-9 emails per week After: Slightly greater level of success
  9. 9. STARTING THE INTERVENTION Started beginning of March Handed out a typed out performance contract of the stipulations of the intervention and rules Obtained verbal confirmation and also had them sign their contracts: proof they understood the intervention
  10. 10. This is a chart I have posted in my back room to show our progress
  11. 11. This is how we kept track of the emails we collected. I printed one of these out each week.
  12. 12. By the end of week 4 in March we had cumulatively over the 4 weeks doubled our goal with 430 emails total! RESULTS 0 50 100 150 200 250 300 350 400 450 January Febuary March 55 60 430 numberofemails Month Email Collection January Febuary March
  13. 13. Extremely HAPPY with my results. I plan on using this intervention for 1 more month. I want to change to reinforcer so the current one doesn’t lose value, and so I don’t burn a hole in my pocket I hope to also use what I have learned in this class and apply it to life & work problems.