Guest author: Chris Ball
One of the most often heard complaints from managers we work with at MBA Associates, and particularly in process improvement projects, is that people have to be told again and again to do the same things. Progress made is slowly eaten up, and it’s one step forward and one step back!
This source of frustration leads managers to question the ability and commitment of employees, and sometimes they are right. More often, however, it’s not the recipient of the instruction that is at fault, it’s the issuer or the context in which the instruction is given. Managers find this concept much harder to understand than the premise that the employee is incapable of taking instruction, or simply does not care. However, most employees don’t come to work to do a bad job, so why is it that instructions don’t ‘stick’?