WHAT BEHAVIORS ARE AT ISSUE
2. What behaviors are at issue?
As learned in Chapter 5, always focus on behavior, not
attitudes. Identify the specific action (or inaction) causing
the problems. Even if Jill did the task grudgingly, she still
did the task. If Jill made a mistake and accidentally didn’t
do the task, she didn’t do the task. Certainly, the
employee’s attitude counts. Anyone would rather coach
6
the team member who wants to do well but failed. But
when it comes to immediate problem solving, it’s the
outcome, not the intent, you must focus on.