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

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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.