Diagnose before you act

Describe the difference between agreed and observed performance with a dated example. Ask the team member to explain how they approached the work and what happened.

Check the work conditions: Were expectations understood? Were the tools, information, time, and approvals available? Which other assignments competed for attention? If their ability is uncertain, ask them to demonstrate the relevant part of the task.

Examine what follows the behavior. For example, are people recognized for closing requests quickly while being asked to check them thoroughly? Ask what happens when they request time for those checks. If their performance used to be stronger, ask what followed that work. Did careful preparation receive any recognition, or did they only hear from you when something went wrong? A decline may reflect the loss of reinforcement as well as a change in skills or resources.

Choose a change supported by what you find. Arrange missing access, resolve competing priorities, or provide coaching for a demonstrated skill gap. More than one change may be needed.

Agree on what improvement you will observe and when to review it. Recognize the specific improved action when it occurs. Check the result, consider what else changed, and adjust your approach if the gap remains.