Playing with B-t-B
experts is not a game for the impatient or impulsive. It helps to understand
that these players have little faith in their abilities and less faith in their
basic grasp or understanding of situations or circumstances. Since they do not
believe they can trust their judgments or instincts, they do not take any
chances on themselves.


Next, they do not
have much ability to anticipate or predict the behavior of others. The idea is
that they cannot predict if a specific action will lead to praise or
punishment. Usually, they think the likely outcome of following their judgments
is punishment.


Somewhat
oversimplifying their motivations, B-t-B players do not trust themselves and
feel any errors or mistakes will likely lead to something bad happening.
Counter play, then, has two prongs: increasing the player’s faith in himself
and emphasizing positive outcomes.


You can force the
player to use his judgement more often. Do this by reacting negatively to
problems coming up because the player did not use good judgement. For example,
“I cannot believe you passed up a $17,000 sale. There are policies to deal
with day-to-day kinds of things but you are here to use a little judgement.
There is always a policy to keep our customers happy. If you are going to work
here, I expect you to show some discretion about things. Not everything can be
done By the Book.” The point is to use negative reinforcement to show that
negative outcomes can come from playing B-t-B.


Although the
negative approach is sometimes useful, as a general rule a positive approach is
better.


Using the same
example, suppose the employee reaches the owner. The owner says, “What do
you think? Should we do this?” The employee may say Yes in some situations
or No in others, depending on what he thinks is safest. Whatever the player
says, the question is then, “Why would you go that way?” The idea is
to walk the B-t-B player through the decision making process. In most
situations, the interaction can close with, “You seem to have some ideas
about this. Use your best judgement.”


When the player
starts taking more chances and making decisions, it is important not to be too
negative when things do not work out well. Avoid the temptation to second guess
the player. Remember that avoiding negative reactions is why he is playing B-t-B.


As you get more
experience as a counter player, you will want to consider another possibility.
The most likely explanation is that you are dealing with a real B-t-B player.
There is the possibility of another problem, though. You may be seeing a pseudo-B-t-B
response caused by your behavior. This condition develops if you do not take
the time to praise and positively reinforce associates and subordinates. The
only response or reaction people get from you is negative or critical. Since
there is no likelihood of reward or positive reinforcement, a reasonable person
does the reasonable thing. He puts most energy into avoiding negative
reactions. The result is a new B-t-B player.


The conclusion is
to consider the possibility that the B-t-B player across your desk is a product
of your negative behavior. Importantly, though, whether you created or
inherited the player from someone else, positive and productive counter play is
the same. Teach and encourage in positive and supportive ways. The reward for
the player has to come primarily through success and increasing judgement and
initiative.