Part 3 Observation Project-Intervention Plan

Current Antecedents

*describe before behavior

Current

Behavior

Current Consequences

*what happening after

P / N

I / F

C /

U

Customer enters the store

Does not greet the customer within 5 seconds of entry

Continue the current task without interruption

P

I

C

Busy stocking shelves

Saves the effort required to engage the customer

P

I

C

Focused on inventory work

Completes work tasks faster

P

I

C

No reminder to greet customers

No corrective feedback received

N

F

U

Customer enters during the rush period

Attention remains on the workload

P

I

C

Lack of supervisor monitoring

No noticeable consequence occurs

N

F

U

Other employees are not greeting customers

Behavior feels socially acceptable

P

F

C

NEW

Antecedents

Desired

Behavior

NEW

Consequences

P / N

I / F

C /

U

Customer enters the store

Greets the customer within 5 seconds of entry

Customer responds positively

P

I

C

Greeting reminder posted near the register

Positive interaction with the customer

P

I

C

Supervisor communicates expectations

Receives verbal praise from supervisor

P

F

C

Customer service training completed

Increased confidence in interacting with customers

P

F

C

Daily performance feedback provided

Recognition for good customer service

P

F

C

Greeting behavior included in evaluations

Improved performance ratings

P

F

C

Employee recognition program available

Potential rewards and recognition

P

F

U