Problem management

Everyone is human so you can expect that there will be the odd problem to deal with. The key to retaining your staff’s respect and confidence is to focus on the professional, not the personal. Refer to the job description and compare what outcomes should have been achieved with what actually happened. Ask the individual to assess what went off track.

People should be allowed to make mistakes – they learn more this way. The real problem occurs when they keep making the same mistake! However, with a supportive manager and clear outlines of what is expected, repetitive mistakes are likely to be few.