If you observe a chronic problem of an employee being unable to make progress or meet expectations, don’t assume the worst. Instead, consultant John Barrett suggests you ask yourself the “Can’t, Won’t, Don’t Question” about this employee’s failure to perform: Is it because they can’t do it, they won’t do it, or they don’t know how to do it?56 If it’s the last one, that’s not the employee’s fault—it’s your responsibility to make available the needed instruction or training.
