I Statements and You Statements

Although - like any other tool - "I statements" can be misused, they can also be very useful in identifying behaviors that managers would like employees to either continue/do more of or discontinue.

Instead of: "You've got such a positive attitude!"
Try: "When you smile and greet each of your co-workers when you arrive at work, I get the message that you enjoy working here and it definitely contributes to the positive energy we want to have here. Thanks! Please keep it up."

Instead of: "You've got to change that negative attitude!"
Try: "If you cross your arms and roll your eyes when a customer asks you a question, I believe it sends the message that they shouldn't have interrupted you. Since we want our customers to feel free to ask us questions, I expect you to respond to customer questions with a smile. Will you do that?"