Reduce Personnel Issues by Improving Communication with Mistake-Makers
Part 2 of a 3 part series on employee relations; 2 ½-minute read
by Mary Boza Crimmins
Effects of the Mistake-Maker
Tommy is polite, personable, and shows up for work on time. Although he has limited experience, from your interviews, you felt he was coachable. He also fits with the company culture, which is essential to you.
At first, everyone overlooked the new guy’s mistakes. They were mistakes that cost time but didn't significantly affect the bottom line. But his mistakes became costlier. The last one required you to offer a litany of mea culpas to a valued customer. To make matters worse, your team is starting to resent picking up Tommy's slack.
There are moments when you want to kick Tommy off the metaphorical bus. But the part of you that hired Tommy and likes him wants him to succeed.
Tips for the uncomfortable conversation
It's time to be honest with yourself and Tommy.
Have you delayed addressing the issues specifically and privately?
Were the initial mistakes addressed?
Have you dedicated time to sit face-to-face with Tommy so he can explain what happened (or didn't happen)? No apologies. No excuses. No "my bad" on his part.
Did you ask him the right questions?
Meet with Tommy, suspend judgment, listen carefully, and ask probing questions. Prompt Tommy to stick to what he did. Not what he should have done. Sitting, rather than standing, is critical. It indicates both the seriousness of the meeting and your intent to take the time to listen. Tommy should be doing most of the talking. Once you have a clear idea of his thought process, ask what he thinks led to the issue. And then, have Tommy tell you what he needs to do to avoid repeating similar mistakes.
Vague requests, vague results
The most critical question is, has Tommy been well-coached? More time needs to be invested, not hand-holding but guidance. Tommy should have his work inspected until he begins working error-free for a set period. If you don't have time, assign someone who does. If your systems are in writing, then Tommy needs to reread them. Also, allow him to feel the pain of his mistakes. Others cleaning up after him doesn't help.
Nevertheless, Tommy's performance may indicate a problem with the company's policies and procedures. You must have written systems the team knows and follows.
Are your policies and procedures well-written and accessible?
Are they concise and user-friendly?
Is there a system ensuring employees understand and support your policies and procedures? This applies to new and old employees.
Do you have checklists and assessments to ensure new employees learn?
Are your policies and procedures periodically reevaluated and updated by your entire team?
Essential investments
Return on your investment in your people requires:
1. wise, patient coaching;
2. intentional conversations; and,
3. well-executed systems.
Your intuition most likely was right about Tommy. He's the right person for the job. You will benefit sooner from Tommy and other new employees with these investments,
All the possibilities
It may be that Tommy was a good hire but in the wrong position. Move him. Or it may be that Tommy is a chronic mistake-maker who needs to be off the team.
You owe it to your team to have outstanding employee development and communication. Clarity begins with written policies and procedures. It also requires effective implementation and periodic reevaluation. Investing in your employees, even the mistake-makers, pays off.
Crimmins Communications can help you reteach your mistake-makers. We ensure that you have clear, concise policies and job descriptions. We can develop engaging training tools, including online courses. We also can provide a neutral moderator to conduct STOP DOING or SWOT sessions.
Share your mistake-maker experiences? Leave a comment.
Let’s chat about updating or creating your policies and procedures.
Next in the series is “Honoring your water carriers.”
Your problem is you don’t have the time or skill set to complete your to-do list. Crimmins Communications specializes in helping businesses and organizations reach their goals. I provide writing, editing, research, and project management. Delegate to me!
public speaking - improving presentations - business services - content writer - ghostwriter - speaking skills - improving speaking skills - workplace communication - effective communication- communication - public speaking - coaching - book coach
