Managing to Make a Difference

Chapter 51Shape a Culture of Recognition and Appreciation

In many organizations, out of a sincere effort to improve performance, instances of criticism and negative feedback (discussions about what is wrong) far outnumber instances of positive feedback. But as Theodore Roosevelt said, “It is not the critic who counts.” Monday morning quarterbacking is so much easier than standing on the field and making great plays happen in real time. You can probably think of stories to illustrate that idea. Larry has one too:

What Larry Learned at Cornell

I was one of about 25 hospitality industry executives who attended a board of advisors meeting at Cornell University. Cornell has a highly regarded four-year program to prepare students for careers in the hotel industry. Every member of this advisory board had a sincere desire to improve both the university's program and the industry's ability to serve its customers. They were committed to constructive collaboration to achieve these goals.

Several professors delivered presentations about industry research projects they had recently completed or had under way. The board members asked questions, took part in discussions, and were otherwise engaged. But after the presentations, board members expressed disappointment that theschool's research projects had little relevance and practical value to people actually doing business in the industry.

The board then discussed various strategies to ensure that future research would be more relevant. ...