KEM

Step 1 - Knowledge. For every task that is completed not to complete accuracy we need to ask ourselves, does our colleague know they have not completed this the correct way? We must always assume best intensions and with that being said, the error may simply be resolved by showing our team mate the correct way. So always ask" there is something we need to teach you so you can execute this task correctly?"

Step 2 - Execution. Was the error in the execution? This means that our team mate knows how to complete the task however they may have not had the correct tools to execute it. For example did they have; the telephone enquiry form available to them? the outreach go bag set up and ready? Access to the correct platform? Enough role play to over come any curve balls to ensure their execution stays on track?

Step 3 - Mindset.  If you have the knowledge, the tools for correct execution however the task is still not executed correctly, then it must the mindset. Mindset is a tricky one and we have learnt that we need everyone to understand that there is a line. And all people will either fall above or below the line including us the management.

We always expect above the line answers to keep a winning, victorious attitude. Giving below the line blame, excuses and denial is a victim’s attitude. Please see the below button to find out more information on "The Line".