This program shows us just how badly a discipline interview can be handled. By analyzing the wrong way to interview, it then shows how the right skills can keep staff motivated and working towards the same goals.

I’d Like a Word With You introduces three managerial styles that need improvement.

Ethelred the Unready treats the discipline interview as a ritual rebuke and is completely unprepared. He has to learn how to identify the gap between the individual’s performance and standard.

Ivan the Terrible fails to ask questions or listen to explanations. He discovers that he must use these skills to uncover the true reasons for the individual’s lack of performance.

Gillian the Silent is expecting a battle of wills and fears she’ll lose. She learns that she must work out an agreeable plan to bring someone’s performance up to the expected standard.

In each case the program shows how conflict can be avoided and a potential problem turned into a valuable team performer.

Learning points include:

• Checking the facts on standards
• Checking the facts on performance
• Asking open questions
• Listening for the answers
• Focus on the facts