□ OBSERVE the individual and record their specific actions in Upfront.
*It is critical that you ask the following questions verbatim and in order:
□ ASK: “Do you mind if I ask you a few questions about <the actions you observed>?”
□ SAY: “I noticed that you <specific action you observed>, but you’ve been able to do it correctly in the past.” (ex. didn’t follow process, arrived late, etc)
□ ASK: “What made you choose not to <action that needs to change>?” (follow process, be on time, etc)
If they offer reasons or excuses, do not engage. Focus on the choice they made.
□ ASK: “What is the expectation for <this specific matter>?” Keep asking until they say the expectation.
□ ASK: “If you were able to meet that expectation consistently, what would be the benefits for you?" Keep asking until they have listed the most important benefits.
□ ASK: “What would be the benefits to your teammates?”
□ ASK: “What would be the benefits to our guests?”
□ ASK: “How important are those benefits to you?”
□ ASK: “How committed are you to <the desired outcome>, on a scale of 1-10?”
(1=not ready at all, 10=totally ready). If they pick 1, ask what would turn that into a 2.
□ ASK: “Why didn’t you pick a lower number?”
□ ASK: “What specific actions will you commit to, if any?” Agree on the smallest first step they should take.
□ ASK: “When can you do it?” Agree on a reasonable timeline.
□ ASK: “Are you confident you can meet your commitment?” Express your confidence.
□ ASK: “What support do you need? Be sure to ask for help if you need it.”
□ SAY: “I will commit to <state how you will support their commitment>”.
□ Record the commitment and expected improvement in Upfront.
NOTE: Make sure your mindset is positive and optimistic. The goal is to help the individual get back on track, not to threaten or discipline them.
Scenarios: The individual knows the expectation and is able to meet it but has chosen not to. Examples include not following a process after receiving skills coaching, attendance issues, breaking a rule.