One of the most frustrating things for a manager or
small-business owner is to see a smart, talented employee underperforming.
Often, this happens because people faced with tough
challenges tend to revert to a primitive mindset, which bestselling author
Christine Comaford calls "the critter state." They react to problems
by fighting, running, or freezing, rather than intelligently responding.
They become scared or uncertain and use just a fraction of
their brains and abilities as they regress to the low-risk, uncreative behavior
they see as "safe."
Ask questions instead of making statements.
"Most leaders give orders all of the time, and then
they complain that they have a culture of order-takers," Comaford says.
"Well, they created that."
When leaders are asked a question, their impulse is to give
an immediate answer. That trains employees to constantly ask questions instead
of trying to solve problems and find solutions.
Instead of just answering a question, she suggests asking
employees what they would try, who could be looped in, and what could go right
or wrong. That puts their brains into problem-solving mode rather than a state
in which they're more inclined to freeze or fight back, or ignore the problem
entirely.
Be extremely clear. Don't leave people to "figure it
out."
It's extremely easy to think that employees know everything
that you know, and that they can figure out what you want. Often, that's not
the case. Uncertainty leads people to waste time, get nervous, and revert to
that critter state, says Comaford.
The more detail you put into a request, the better. Say
exactly what you want — in which format, on what terms, and by when — instead
of being vague.
Make accountability central to your culture.
"The problem with accountability is two-fold,"
Comaford says. Oftentimes, businesses don't have clear structures. People may
not know exactly what they're accountable for or the consequences of
underperforming.
