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Often people do not do what we want because they do not know what that is. On other occasions, they are doing good work and slack off because they do not know their work is valued.

START this action, or change in behavior, to further enhance the results. Be sure to tell people what you’d like them to do.

I’d like it if you’d write larger and clearly when you take a phone message for me. Sometimes I’m not sure who the person is.

I want you to deal with the incoming applications first each morning.

I’d like it if you’d just let me relax a few minutes when I get home—sort of decompress, you know. Then, we could talk about our day.

STOP because your behavior is interfering with the results. If you are being harassed or if anyone is in physical danger, say Stop!, then explain feelings.

Stop touching me. I feel very uncomfortable when you do that. I want to keep the good business relationship we’ve had in the past.

In less pressing circumstances, state your feeling first.

I feel frustrated when you arrive late for meetings. Please, in the future, come on time so we don’t have to repeat what we’ve already discussed.

CONTINUE this behavior because the results are positive. Tell people what you like about them, about what they do. Reinforce their good behavior.

I like the way you put work I need to consider on my desk in the morning before I get here. Please continue doing that.

Thank you for telling me the background to that problem. I really had no idea.

You look really sharp today. I feel proud that you are representing us.