Crucial Confrontations

Overview

Here s my theory of motivation: If you grab someone by the ear and take off running, their body generally follows .

Let s take a look at where we are in the problem-solving process. Myra, an employee who works for you, failed to complete an important quality check. You observed the gap, decided to deal with it, and tried to determine the right problem to discuss. Since this was the first infraction, you ve decided to talk about the content: She didn t complete the quality check. You admire Myra, and so it is easy to impute good motive. Now you describe the gap. After your brief and effective problem description, Myra responds.