Mutually identify the reasons for inadequate performance.
Even after a preliminary investigation into the causes of a performance problem, you may
lack important information that would change your perception of it. It is essential to listen to
the subordinate’s explanation for the problem, rather than jumping to conclusions about the
causes. Give the person an opportunity to explain errors, inadequate performance, or inappropriate
behavior. Sometimes the person may not know the reason or may make excuses rather
than admitting responsibility. Be careful to differentiate between situational causes and personal causes. Personal causes of inadequate performance are harder to detect, because a subordinate
is usually reluctant to admit mistakes and failures. When probing to discover these causes, ask
what lessons were learned from the experience and what the subordinate would do differently if
given the opportunity to go back and start over again. Keep the discussion of personal causes
focused on specific behavior that was ineffective or inappropriate rather than on personal attributes
such as poor judgment, irresponsibility, or lack of motivation. Mutually identify all of the
important reasons in a careful, systematic manner, rather than moving immediately to a discussion
of corrective actions.