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COUNSELING STEP TWO: GET THE EMPLOYEE TO STATE AN ACTION HE AGREES TO TAKE TO ADDRESS THE PROBLEM
In one step, you finally got Tom to agree that a problem did exist and that it was his problem. Now your task is to get him to agree to take some action to remedy the problem. What you want here is a specific commitment, not some vague promise to "take care of it" or "try harder in the future." You might say something like this:
You: Tom, we seem to agree that it's important to get the maintenance done on the equipment (You paraphrase what he just said - that maintenance was important.) Now how can we get the maintenance done on your machine? (What's his plan to get it done?)
TOM: Well, we've got a lot of stuff backed up out there - what with me being in here and all. I - m going to have my hands full getting those orders out right now. (Sounds like Tom is delaying again.)
YOU: So, the problem is we've got orders backed up and there isn't time to shut your machine down to do the maintenance?
TOM: That's right.
You: Well, let's see. How long do you think it would take to get the maintenance done?
TOM: Maybe a couple of hours (laughs). It's been a while.
You: And those orders that are backed up, are they all due out today?
TOM: Well, no. I guess not.
YOU: Is there any way we could free up a couple of hours to get the maintenance done?
TOM: Well, I guess we could shift some of the orders over until tomorrow, and Benny, he might help me out by taking a few off my hands while I pull my machine down, I've helped him out before. But I'd need to look over the orders and talk to Benny.
(That's better. Now Tom is agreeing to something specific he can do to get the maintenance done. You're ready to move to step three.)
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