The performance improvement professional is like a medical doctor, collecting information about the workers and their environment to better understand the issues affecting their performance. A doctor collects a patient’s medical history, learns about the environments where the patient lives and works, and identifies possible symptoms. The performance consultant follows a similar path to learn about the worker’s performance issues.
Once understanding is established, the performance improvement specialist is able to identify the specific issues and diagnose their causes. Three critical techniques for the doctor/consultant are problem solving, questioning, and a good bedside manner.
Problem solving at the Worker ...