One of the greatest compliments I had ever received as a Manager was from an employee after I had disciplined her. It took her about 15 minutes after the fact before she realized what I had done. I was reminded of that situation the other day when a reader wrote me and asked me how to go about “calling attention to a person’s mistakes indirectly.” In my training sessions I talk with managers and team leaders about how they need to create “Teachable Moments”. Discipline should be a positive learning experience.
It’s difficult for anyone to take criticism in a positive way. People on the receiving end do take it personally. Most of the time people who give it are giving it because they care. They feel an obligation to help someone they care about. That’s something most Parents can identify with. We want to be able to help our children learn from our mistakes. I have a 21-year-old son. I love him to death. There isn’t anything that I wouldn’t do for him. But I also know that I must let him make his own mistakes. It’s part of the learning process. It’s part of the initiation into adult hood.
When working with people it’s important to always be positive. You need to look at mistakes in a positive way. You need to create a “teachable moment”. You need to separate the act that the person did from the person they are. (You’re Ok, it’s what you did that isn’t). Try using the “Sandwich Technique”. Think of a sandwich that has 2 slices of bread (whole wheat, multi-grain) with a slice of lean roast beef in between. (If you’re going to eat this sandwich it might as well be healthy). Follow this simple recipe.
(1) The first thing you need to do is create the environment. Make sure you have your “teachable moment” in an area that is conducive to learning. (Quiet board room or office or on the shop floor if you are going to show the person how to operate equipment, etc.)
(2) Start the conversation off by saying something positive about the person. (Years of experience they have that is invaluable to the department, organization, etc., how they contribute to the teams overall success, etc, etc.) The first slice of bread is used to separate the person from the act. Remember the person is OK it’s the act that you want them to change.
(3) The roast beef in your sandwich is what you want to change. You let the person know that it’s not them but what they are doing that needs to be changed. Let them know the negative impact their “Act” is having on the team, team success, organization, etc. Let the person know you are there to help them be successful. Ask them what they think are the reasons mistakes are happening and what they would recommend be done to correct the problem. Together work out a plan that you both can agree on. Work out a timetable and implement that plan immediately.
(4) The second slice of bread is used to bring about closure. Let the person know that you are looking forward to working with them. Let them know that you will be following up with them to ensure that the plan is working. (People do what you inspect not what you expect). Always follow-up. Manage by walking around. Discipline should be a positive learning experience. Try creating a “teachable moment”.
Mr. Brian Smith is a Certified Trainer, Management Consultant, College Professor and CEO/President of Brinley Consulting & Training Ltd. and its subsidiary Power Link Dynamics. Brian has worked and consulted with a number of organizations in the public and private sectors. He understands first-hand some of the challenges you face, after having spent 27 years as a General Manager for a major Canadian retailer and as an owner/operator of his own small business.
