(Excerpt from The Road Less Stupid by Keith Cunningham)
When we are disappointed with the performance of an employee, it’s always a result of an unmet expectation. All upsets are simply unmet expectations.
The problem is that many of our expectations are also uncommunicated. We assume that the person has good judgment and thinks the way we do (can read our mind); therefore, explicit training, rules, and guardrails are deemed unnecessary. Bad assumption.
… No one likes receiving a speeding ticket when there is no posted speed limit. If you want a high-performance culture, be very specific about what someone must do or how she must behave to be successful at your company.
When there is a miss on the performance, the conventional wisdom is to discipline the employee, especially if it is a second or third offense (sheriff).
Sometimes warnings and consequences are the appropriate and required form of communication. Unfortunately, a culture based solely on beating the noncompliant is a fear-based system and will never successfully engage the heart or engender the emotional commitment we all hope for from our employees.
Of course I want compliance, but I want the kind of compliance that is a result of ownership, accountability, and engagement, not fear of punishment and consequences.
… In dealing with employees, I have found one universal truth: They all want to be successful. The key is alignment on definitions of success. As a business Owner and leader, you must answer this question: What has to happen in order for this employee to be successful at his or her job?