Human Resource professionals have experienced this and are usually on the losing end of the stick. Here’s the situation: The manager has an employee with a performance issue but they continually overlook their shortcomings. They figure it will just go away. So whatever the behavior – it is ignored. Normally, Human Resources gets brought in when the manager is fed up and wants to take action. Usually the employee is oblivious because they’ve not known there was a problem. This is a losing battle. IT WON’T WORK.
Stalling or waiting for something to turn around is like hoping the grass will get cut on its own. There aren’t little fairies that will come in the middle of the night with a weed whacker. You’re going to need to get out the lawn mower. Um. (Not literally for the employee – that would be a different HR nightmare).
When you have an employee, client or child who is consistently late – stalling is going to exacerbate the problem. When someone’s task or functionality is wrong, incomplete or insufficient; stalling will not correct the issue. Nine times out of ten, when you are sitting in your office, sofa or car rolling your eyes because you are not happy with the outcome, yet keeping silent; you are stalling. And. IT WON’T WORK.
So if you are ready to get out the lawn mower and stop believing in lawn fairies, this is what you need to do:
1. Grip. As in, “Get a grip.” You are going to need to address this. You need to wake up and realize that putting it off is not the solution. You are assuming that the offender knows what they have done. Odds are they don’t. They don’t have x-ray vision and are not clairvoyant. You think they should know. Isn’t it obvious that they have been late for the last three weeks? If you haven’t said anything, they don’t know.
2. Facts. Gather the facts at hand. Did you say they needed to turn in the weekly report by Friday? How many times have they missed the deadline? Go through your email, your inbox, your files and figure out when they were late or incomplete. Get your facts together. Write it up.
3. Review. Was there a reason they were late? Look at the calendar. Were they sick, on vacation or working on a last minute project? Why are they always late with this particular report? Is there a valid reason? Make sure it makes sense and that your expectations are reasonable. If you expect your son to cut the lawn and he’s been at camp for the last six weeks – this would not be a reasonable expectation
4. Craft. Craft your expectations into a reasonable non-threatening sentence or two. If you can’t describe the issue in less than two sentences – you are trying to tackle too many problems. You should not be trying to decimate someone’s self esteem. You are trying to resolve an issue. Pick the one that is bugging you the most and craft your two sentences. Rome wasn’t built in a day. Don’t bite off too much. Zero in on THE issue. If you tell your son he hasn’t adequately cleaned his room, is late doing the dishes, did a lousy job at mowing the lawn, and still hasn’t called his grandmother, he will be lost and dejected.
5. Jump. Go for it. Find the right time and place(see my post on Unresolved Conflict) and then address the issue. It might just be as simple as, “I’ve notice you’ve been late three times this week and four times last week. It’s important that we are on time because our customers are depending on us.” Or, “Your reports have been on time but weren’t as complete as I expected. There weren’t any notes on productivity or quality parameters in the last four reports.” This works much more efficiently than shooting from the hip. You’ve got your facts, you verified that they are reasonable and you have zeroed in on what it important. Whew.
6. Listen. Let them vent, explain, bitch or cry. Now it’s all about them. Let them fix the problem. You can add your two cents but let them work out how they want to resolve it. Don’t take the monkey back and don’t tell them how to resolve it. This is their issue and if they don’t decide how to resolve it – they will not have buy in. Advice giving is a buzz kill. You need to just be there for the brain storming. The monkey is now officially on their back.
7. Faith. Make sure you have let them know that you believe in them. This might be difficult when you are exasperated but it’s important. People want to live up to your expectations but they can’t give what you want unless you give them the latitude and faith. “I know you can be on time going forward Suzie.” “I can’t wait to see the next report because I believe we have resolved the issues.” “I’ve seen you to a great job on the lawn before and I trust you to do it right the next time.” End of discussion. Pat them on the back and you are on your way.
Communicating is always a work in progress. Don’t get discouraged if it’s messy the first few times around. Just make sure you take that step. Quit rolling your eyes in disgust and start addressing those issues that are bugging you. There are no lawnmower fairies.
What would you do?