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There are two main reasons that managers correct an employee's poor performance in front of others and neither reason is about correcting the employee's poor performance. The first is the manager's emotional need to scold or shame or be right. The second is about making an example for sake of others not the employee in need of correction. It is true that the employee will probably never forget the experience, but their overriding memory will not be of the lesson but just the jerk who delivered it.

The trick is to make it private and positive. Private is the easy part, just be patient enough to wait for the right time. Positive is more difficult, but not if you commit to asking questions rather than lecturing. Instead of blurting out "What were you thinking?!!" Take a deep breath and calmly begin to find out by asking them. Start with some form of this one, "How could that have gone better?" Then go from there, here are some others: "How do you think the customer felt?" "If the roles were reversed, how would you have wanted it handled?" "What do you remember from your training?" "If you could do it over, what would you do differently?" "Next time it happens, what are you going to do?"

The answers to your questions will tell you how to proceed with your poor performing employee. Whether they need more training or just more attention from you, making your correction positive and privately is the best way to actually solve the problem instead of creating more. Enjoy this clip from our latest release, The Practical Coach 2.

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