Be Firm

 State the facts

 Reach an agreement

 Explore for a solution

 Explain the consequences

Be Firm – State The Facts And Reach An Agreement

The most concise way to do this is to turn back to the terms that we discussed when we talked about setting the standard.

Before approaching the team member, identify:

What: Was the task carried out was the goal achieved?

How: Was the task carried out according to policy and guidelines?

When: Was the task carried out according to schedule?

Why: How do the actions of this team member affect the team’s ability to meet their shared goal?

Where: Where did this new plan come from?

State the facts of the situation in a single sentence. For example, “I noticed you were late again this morning”. Follow this statement with silence: this puts the full weight on your team member to respond. Never underestimate the power of silence. Most people are uncomfortable with silence. When you simply tell the facts and then stand in silence, expecting a response, you will get one.

Wear your antennae – not your horns.

Look out for communication games:

• The stall
• The self-inflicted wound
• The guilt trips
• The dodge
• The attack

Be Firm – Explore Your Solutions

Once you have told the facts and your team member has agreed that his or her performance is a problem, it is time to explore together for solutions.

You are through playing communication games and you are through exploring for reasons. Now focus on finding solutions that will correct performance. What are the differences between reasons and solutions?

Reasons: are often unlimited.

Solutions: are always limited to correcting mediocre performance.

Mediocre performance is usually caused by one of the following:

• A lack of clear communication: do they know exactly what is expected?
• A lack of skill or ability: Are they able to do it? Do they need training? More authority? More equipment?
• A lack of consequences: what happens if they do not do it?

Before you confront an employee on a performance problem, it is important that you are prepared to lead them toward the correct solution.

If Communication is Lacking: You must clarify exactly what is expected by giving the facts.

If Skill or Ability is Lacking: You must determine how to address this need and be prepared to invest time and/or money to provide training or equipment to correct the problem.

If Consequences are Lacking: You must clarify what will happen if mediocre performance continues.

Be Firm – Explain The Consequences

 It is important that a leader make clear to all team members the consequences of their actions, should they decide to act in a way that is contrary to company policy.

To summarise: To be firm, a leader must state the facts, get an agreement, explore for a solution and make clear the consequences.