Encouraging the Heart

1. Leaders must genuinely care about their people to be effective

At the heart of leadership is genuinely caring for people.

Caring is fundamental. Leaders who genuinely care about their people are more effective at motivating, inspiring, and bringing out the best in others. This goes beyond superficial niceties - it requires a deep commitment to understanding and supporting your team members as whole people. Caring leaders:

• Take time to get to know their people personally
• Show empathy and compassion
• Actively look for ways to help others succeed
• Celebrate achievements and provide encouragement
• Create a positive, supportive work environment

When people feel cared for, they are more engaged, loyal, and willing to go the extra mile. As a leader, your sincere care and concern lays the foundation for trust, commitment, and high performance.

2. Setting clear standards is the foundation of encouragement

Unless there are clear values and principles, it's hit-or-miss when it comes to knowing what's right and the right things to do.

Clarity creates purpose. Clear standards, both in terms of goals and values, provide a framework for recognition and encouragement. They help people understand:

• What success looks like
• Which behaviors and actions are valued
• How their work connects to the bigger picture

When standards are vague or constantly shifting, it's difficult for people to feel confident or know if they're on the right track. As a leader, you need to:

• Articulate clear, measurable goals
• Define and reinforce core values
• Provide regular feedback on progress
• Recognize efforts that exemplify standards

With clear standards in place, encouragement becomes more meaningful and impactful. People understand exactly what they're being recognized for and how it contributes to overall success.

3. High expectations lead to high performance

People tend to live up, or down, to our expectations of them.

Expectations shape reality. The Pygmalion effect demonstrates that people tend to rise to the level of expectations set for them. As a leader, your beliefs about what people are capable of can become a self-fulfilling prophecy. To leverage this:

• Genuinely believe in people's potential
• Communicate high expectations clearly
• Provide support and resources to succeed
• Express confidence in people's abilities
• Focus on strengths rather than weaknesses

High expectations alone aren't enough - they must be coupled with encouragement, feedback, and support. But when people know you believe in them and expect great things, they're more likely to push themselves and achieve at higher levels.

4. Pay attention to catch people doing things right

Leaders are always on the lookout for exemplars of the values and standards.

Active observation is key. Too often, managers only pay attention when something goes wrong. Effective leaders make a conscious effort to notice and acknowledge positive behaviors and achievements. This requires:

• Regularly walking around and observing (CBWA - Caring By Wandering Around)
• Looking for specific examples of people living up to standards
• Being present and engaged, not just going through the motions
• Listening with empathy and genuine interest
• Taking notes on positive observations for future recognition

When you consistently catch people doing things right, you reinforce desired behaviors, boost morale, and create a more positive work environment. People feel seen and appreciated for their efforts.

5. Personalize recognition for maximum impact

When it comes time to recognize a particular person, they know a way to make it special, meaningful, and memorable.

Tailored appreciation resonates. Generic, one-size-fits-all recognition often falls flat. To make recognition truly meaningful:

• Get to know people's individual preferences
• Consider cultural differences in how recognition is received
• Tailor the recognition to the specific person and achievement
• Make it personal, not just professional
• Be creative and thoughtful in how you recognize people

Examples of personalized recognition:

• Writing a letter to someone's family about their achievements
• Creating a custom award that relates to the person's interests
• Giving time off to pursue a passion project
• Providing an experience the person has always wanted

The extra effort to personalize recognition shows you truly care and understand the individual, making the appreciation much more impactful.

6. Tell stories to make recognition memorable and meaningful

Stories are better able to accomplish these objectives than are bulleted points on an overhead. Well-told stories reach inside us and pull us along.

Narratives create connection. Stories are a powerful way to recognize achievements, reinforce values, and inspire others. Effective recognition stories:

• Highlight specific actions and behaviors
• Explain the impact and why it matters
• Paint a vivid picture that others can relate to
• Tie the achievement to larger goals and values
• Evoke emotion and inspire others

Elements of a good recognition story:

• Characters (who was involved)
• Conflict or challenge faced
• Actions taken to overcome
• Results and impact
• Lessons learned or values demonstrated

By telling stories rather than just stating facts, you make recognition more engaging, memorable, and meaningful for everyone involved.

7. Celebrate accomplishments together to build community

Celebrations infuse life with passion and purpose. They summon the human spirit.

Shared joy strengthens bonds. Celebrating achievements as a group serves multiple purposes:

• Reinforces what's important and valued
• Creates a sense of shared purpose and belonging
• Provides social support and connection
• Boosts morale and motivation
• Creates positive memories and traditions

Effective celebrations:

• Include everyone, not just top performers
• Tie back to goals and values
• Have an element of fun and playfulness
• Allow for spontaneity and personal touches
• Occur regularly, not just for major milestones

By bringing people together to celebrate, you create a stronger sense of community and shared purpose within your organization.

8. Leaders must set the example by practicing what they preach

To set an example, leaders must be clear about their values; they must know what they stand for. That's the say part. But words are not enough. Leaders must put what they say into practice; they must act on their beliefs and do.

Actions speak louder than words. To be credible and effective, leaders must consistently model the behaviors and values they espouse. This involves:

• Clarifying your own values and standards
• Aligning your actions with your words
• Being visible and present, not hiding away
• Admitting mistakes and showing vulnerability
• Actively participating in recognition and celebration

When leaders "walk the talk," it builds trust and inspires others to do the same. Inconsistency between words and actions, on the other hand, breeds cynicism and disengagement.

9. Encouraging the heart is a skill that can be learned and improved

Leadership development is self-development: getting feedback in our daily lives, setting self-improvement goals, learning from others and from experience, making changes in how we do things so as to continuously expand our ability, and then getting more feedback to check our progress.

Growth mindset matters. Encouraging the heart effectively is not an innate talent, but a skill that can be developed over time. To improve:

• Seek feedback on your current approach
• Study and learn from positive role models
• Practice specific techniques and reflect on results
• Be willing to try new approaches and learn from mistakes
• Make encouragement a daily habit and priority

Specific ways to practice:

• Set a goal to recognize someone every day
• Keep a journal of positive observations
• Role-play difficult conversations
• Ask for feedback after giving recognition

By approaching encouragement as a skill to be honed, leaders can continuously improve their ability to inspire and motivate others.

Last updated: April 14, 2025