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Chapter 13. When Team Members Don't Make... > Formal Disciplinary Action - Pg. 153

When Team Members Don't Make the Grade 153 · Emphasize the what, not the who.Base the reprimand on the action that was wrong, not on the person. · Begin by stating the problem and then ask a question.Don't begin with an accusation: "You're always late!" Say instead, "You know how important it is for all of us to be on the job promptly. What can you do to get here on time from now on?" · Listen!Attentive, open-minded listening is one of the most important factors in true leadership. Ask questions to elicit as much information about the situation as you can. Respond to the associate's comments, but don't let the interview deteriorate into a confrontation. · ncourage the team member to make suggestions for solving the problem.When a person par- ticipates in solving a problem, there's a much greater chance that the solution will be accepted and achieved. · Provide constructive criticism.Give the team member specific suggestions, when possible, about how to correct a situation. · Never use sarcasm.Sarcasm never corrects a situation; it only makes the other person feel inadequate and put upon. · End your reprimand on a positive note.Comment on some of the good things the person has accomplished so that he or she knows that you're not focusing only on the reason for this rep- rimand, but are addressing total performance. Reassure the person that you look on him or her as a valuable member of the team. Disciplinary Actions If an employee repeats an offense after receiving a verbal warning, the next step is the disciplinary interview. In some systems the written warning is given as part of this step; in others it is a separate