ANSWERS: 2
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Twice. If that person is an employee, at the second training session I would state certain goals which need to be met within a specified timeframe, and inform the employee that if they are unable to meet those goals which are pertinent to the position for which they have been hired they will be terminated, and you need to document that discussion in writing, with witnesses present, and you need to not only have the employee and witnesses sign the counseling form, you need to be sure you give them a copy of it. You also need to remember, however, to allow the employee to explain his/her reasons for being unable to perform to expectations, and to state those reasons in writing on the counseling form.
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It depends on what it was. Often people actually know the information but don't want to go to the trouble to search their brain files and find it. They just act ignorant in hopes that you won't make them think. If you make a practice of asking questions until someone discovers they know the answer themselves, they will eventually quit playing dumb, simply to keep you from questioning them and making them think.
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