Trouble-shooting: Feedback / Suggestions Case 1

Hugh's sudden slacking off and lack of production for the group may seem behavioral, but addressing the issues requires communication. Once Hugh feels comfortable talking about what is going on, how it affects the group, and how the group can help deal with it, the logistics of the solution will work themselves out. Hugh is pretty reserved, so getting the required information may not be easy. Even the very best managers and supervisors who are skilled in these areas sometimes have difficulty with this type of situation. In any case, don't ignore the problem.

The discussion should focus on the information the group needs, not on Hugh personally. If possible, choose a group member who has a good relationship with Hugh to talk with him. Explain to Hugh that his friends have noticed the change in the work he has been producing and that it would be good if together you could figure out how to get things back on track. Unless you are seeking specific times, dates, or events ("What other time-consuming courses are you taking this semester?"), try to avoid questions that can be answered with a simple "yes" or "no." Instead, ask open-ended questions to keep the conversation going. Questions may be prefaced by something positive like: "You've been great with coordinating all our tasks and activities since the beginning of the semester, what's changed?" Don't be confrontational. Assume the best about Hugh; that he is dealing with a personal or academic issue that is consuming his time and hindering his efforts. Be friendly, smile, make eye contact, agree, and nod as Hugh responds. Make sure he knows he is being heard. Encourage him to keep talking.

For example, tell Hugh that he is liked and respected and is a valued part of the team. However, he has not been well prepared lately, has been late, and missed a meeting. For the team to function effectively and efficiently, his contribution is needed. So how can the team help?

Look for explanations but not excuses. There is most likely a reasonable explanation, such as illness in Hugh's family, a roommate problem, or a point in the semester when major projects are all due at once.

At the end of the conversation, make sure everyone involved understands what has been said. Restate Hugh's comments and position. Summarize the key points. Then, the group should brainstorm about alternatives, priorities, or changes of assignments (temporary or permanent). The team must decide what performance is expected, what is acceptable in this situation, and if there is a way the team can help - after all, we all can use a little help from our friends once in a while.