Can't vs. Won't: A Tale Of Two Challenges
There are basically two reasons why a team member may not be performing as well as expected.
- They can't deliver what is expected.
- They won't deliver what is expected.
If they can't deliver, the underlying issue could be one of many things that leadership needs to determine and address.
- Where the expectations not explicit?
- Is there a lack of clarity surrounding priorities?
- Does the team member not understand why this expectation is important?
- Are additional resources needed (training, budget, personnel, etc.)?
If this is the issue, create a plan to address it and go.
However, if the problem is that the employee won't deliver on the expectations, leadership needs to make sure the team member understands that the expectations are not optional (if indeed they aren't optional) and be prepared to promote the team member to "customer status" (removed from the organization).
There is an additional challenge for leadership, though, when a team member isn't exhibiting the expected work - a challenge that requires a wise leader to ask questions and challenge his/her assumptions.
A team member that can't and a team member that won't LOOK THE SAME. Both of them aren't getting it done.
