Determining the exact cause of a problem with an employee can prove to be a difficult task. The following are some questions that will help guide you as you attempt to solve the issue.
First, you must identify the specific behavior that needs to change. Instead of speculating about the cause of an employee’s behavior, you should ask yourself what exactly the employee is doing.
Next, ask yourself the following questions:
1. Does the employee know what to do? If not, you need to:
- · Work on the employee’s understanding and training
- · Talk to the employee
- · Observe the employee
- · Listen to the employee’s needs
- · Teach the employee
- · Provide a model for the employee
- · Let the employee practice
2. Does the employee have the ability to do the task? If not, you need to:
- · Consider if there is an easier way to accomplish the task
- · Consider changing the job requirements
- · Consider transfer or termination
3. Is the employee receiving frequent and specific feedback? If not, you need to:
- · Tell the employee specifically what they are doing incorrectly
- · Celebrate small successes immediately
- · Give feedback often
4. Are there any work-related obstacles preventing the employee from doing the task? (Consider this question carefully – if there are obstacles that are not removed or changed, the performance problems will persist no matter what other action you take!) If yes, you need to:
- · Evaluate the company’s facilities and equipment
- · Talk to the employee and listen to their concerns
- · Remove or change the obstacles so that it no longer affects performance
5. Does the employee have the ability to do the task, but is not doing so? If yes, why is the employee motivated not to do the task as it should be done? Consider the following to help answer this question:
a. The consequences for doing the task incorrectly are more positive than the consequences for doing the task correctly. If this is happening, analyze why, change the consequences, and reward appropriate behavior.
b. The consequences for doing the task correctly are negative. If this is happening, analyze why, remove the negative consequences, and reward appropriate behavior.
c. The consequences for doing the task correctly are not different than the consequences for doing the task incorrectly. If this is happening, analyze why, establish positive consequences for appropriate behavior, and establish negative consequences for inappropriate behavior.
d. The employee has a problem, either work-related or personal, that is causing a pattern of declining performance. If this is happening, take steps to amend the performance.
Walking through each of these steps can help you to pinpoint the real problem, which can then allow you to determine the correct solution.