WEBVTT 00:00:10.191 --> 00:00:11.892 Let me ask you a question. 00:00:12.060 --> 00:00:16.247 What's the most common response you get when you do something right at work? 00:00:16.272 --> 00:00:18.966 If you said - nothing - you're right. 00:00:19.212 --> 00:00:22.968 People usually only pay attention to you when you make a mistake. 00:00:23.139 --> 00:00:28.244 The fact is a "gottcha" approach is what most people experience on the job. 00:00:28.523 --> 00:00:32.644 Which basically means they never hear from anyone until they screw up. 00:00:32.669 --> 00:00:34.715 And when they do hear from someone - 00:00:34.740 --> 00:00:38.582 it's usually to point fingers and make sure they know it's their fault. 00:00:38.629 --> 00:00:41.220 Lettia, can I talk to you for a second? Yeah. 00:00:41.407 --> 00:00:43.769 I'm really disappointed in you. Excuse me? 00:00:43.809 --> 00:00:47.121 Yeah, this proposal you sent out yesterday. 00:00:47.770 --> 00:00:53.450 Did you even think to spell check it? I mean, the typos! 00:00:53.526 --> 00:00:59.348 Yeah, and this is one of our biggest clients. What is up with you, anyway? 00:01:01.215 --> 00:01:05.838 Obviously, there's got to be a better way to deal with the inevitable mistakes 00:01:05.887 --> 00:01:10.309 that happen in the workplace. And that's where redirection comes in. 00:01:10.927 --> 00:01:14.968 The purpose of redirection is to refocus energy and attention 00:01:14.993 --> 00:01:21.431 either back to what someone is supposed to do, or, if necessary, on to something else. 00:01:21.708 --> 00:01:26.714 It's the most effective way I know to address undesirable behavior. 00:01:26.988 --> 00:01:30.569 Redirection involves five basic steps: 00:01:31.407 --> 00:01:37.043 Describe the error or problem as soon as possible, clearly and without blame. 00:01:37.481 --> 00:01:39.714 Show its negative impact. 00:01:40.036 --> 00:01:44.530 If appropriate, take the blame for not making the task clear. 00:01:45.466 --> 00:01:50.327 Go over the task in detail and make sure it's clearly understood. 00:01:50.769 --> 00:01:56.531 And, finally, express your continuing trust and confidence in the person. 00:01:57.215 --> 00:02:02.601 It's my experience that a redirection response will work in 99% of the cases 00:02:02.696 --> 00:02:06.959 where you might be tempted to use a negative "gottcha" response on someone. 00:02:07.254 --> 00:02:12.347 And by the way, I know we're all busy, but giving someone a redirection response 00:02:12.372 --> 00:02:16.486 can be done very quickly. Often times in a minute or less. 00:02:16.867 --> 00:02:20.287 So, to help you get a better idea of what redirection looks like - 00:02:20.312 --> 00:02:22.512 let me show you three examples. 00:02:29.646 --> 00:02:32.952 Hey, Reggie. You got a second? Sure. What do you need? 00:02:33.310 --> 00:02:36.660 We've got a problem. This run of guides for NeoCore... 00:02:36.765 --> 00:02:40.515 The last page is supposed to be perfed. Oh, man. 00:02:40.929 --> 00:02:44.253 I guess the customer got the first batch and phoned in pretty upset. 00:02:44.278 --> 00:02:48.565 Are you sure it's supposed to be perfed? Yeah, it's here on the work order. 00:02:48.692 --> 00:02:51.295 But, listen, I probably should have circled it when I gave it to you. It is.. 00:02:51.320 --> 00:02:54.297 pretty easy to miss. Yeah, but even so... 00:02:54.686 --> 00:02:57.012 Well, look, the important thing now is that we figure out the best way 00:02:57.037 --> 00:03:00.554 to clear some time and get this run again with the perfed last page. 00:03:00.618 --> 00:03:04.783 It needs to be a 1/2" gutter, heavy perfed so it doesn't rip when they tear it out. 00:03:04.808 --> 00:03:09.633 I don't know. Looks like we're backed up pretty good. 00:03:10.497 --> 00:03:13.518 Listen, we put our heads together, we can work this out. 00:03:13.543 --> 00:03:16.471 Besides, I've seen you work miracles with these presses. 00:03:16.496 --> 00:03:17.786 Yeah, okay. 00:03:18.323 --> 00:03:20.294 Let's see, I guess... 00:03:27.088 --> 00:03:31.093 Okay, so then let's get together again on Friday at 2:30. 00:03:31.210 --> 00:03:32.763 Does that work for everybody? Sure. 00:03:32.788 --> 00:03:34.682 Sounds good. Works for me. Okey. 00:03:35.237 --> 00:03:38.332 Nick, does that work for you? No problem. 00:03:38.911 --> 00:03:41.832 Okay, very good. Then we'll see you then. 00:03:47.574 --> 00:03:50.799 Hey Sara - you got a minute? Um, sure. I guess. 00:03:50.870 --> 00:03:52.062 Sit down. 00:03:53.274 --> 00:03:57.270 Uh.. just wanted to talk to you for a minute. Just got a little problem. 00:03:57.388 --> 00:04:00.400 You remember I asked you to work with Nick on this and get him up to speed? 00:04:00.425 --> 00:04:01.300 Yes. 00:04:01.325 --> 00:04:04.278 Well, I've noticed - and the rest of the team has, too - that 00:04:04.303 --> 00:04:06.872 there seems to be quite a bit of tension between you two. 00:04:06.897 --> 00:04:08.092 Okay. 00:04:08.117 --> 00:04:11.461 The reason that I bring it up is, well, as you know, 00:04:11.486 --> 00:04:15.142 we're under a super tight deadline with this. And I'm just concerned that 00:04:15.167 --> 00:04:18.197 if we got something going on then we're going to get sidetracked and 00:04:18.236 --> 00:04:21.700 none of us can afford that at this point. I know that. But, he just.. 00:04:22.184 --> 00:04:24.666 I don't know. He just... 00:04:26.198 --> 00:04:29.553 It's his attitude. I mean, you've seen him in all of our meetings. 00:04:29.578 --> 00:04:33.624 He never writes anything down. It's all like "hey, no big deal." 00:04:33.916 --> 00:04:37.297 I mean, talking to him is like talking to someone from another planet. 00:04:37.322 --> 00:04:41.836 And it just gets to me, I guess. I can understand that. 00:04:41.899 --> 00:04:43.423 But I tell you what. Let's... 00:04:43.448 --> 00:04:46.821 Let's just take a couple of minutes and maybe we can come up with some ideas. 00:04:46.847 --> 00:04:50.547 Maybe some things that you can do to help him stay a little more focused. 00:04:50.572 --> 00:04:53.968 Because, you're right, keeping track of the details is critical. 00:04:54.484 --> 00:04:56.259 Okay. That would be great. 00:04:57.469 --> 00:04:59.695 I was thinking maybe if we started with something.. 00:04:59.748 --> 00:05:01.652 Hey, thank you for helping me out with this, Kevin. 00:05:01.677 --> 00:05:05.685 Ah, that's okay. Believe me, I know that Nick can be a handful sometimes. 00:05:05.964 --> 00:05:09.749 But you know what? That's why I asked you to help get him up to speed. 00:05:10.295 --> 00:05:12.058 You have a lot of patience, Sara. 00:05:12.083 --> 00:05:16.004 And if there's anybody that can find a way to help him get on track fast, it's you. 00:05:16.029 --> 00:05:20.776 Yeah, right. No, I'm serious. You can do this. 00:05:23.120 --> 00:05:26.910 Alright. If you say so. Thanks. 00:05:26.935 --> 00:05:29.924 You bet! We talk again sooner, right? 00:05:39.312 --> 00:05:42.081 You wanted to see me? Hi Gil. Come on in. Have a seat. 00:05:42.106 --> 00:05:43.721 We just need to go over a couple things real quick. 00:05:43.746 --> 00:05:44.428 Sure. 00:05:44.453 --> 00:05:47.021 Um, here's your report for the past month, um, 00:05:47.046 --> 00:05:49.732 that shows all your sales and I noticed as I was going through it, 00:05:49.757 --> 00:05:53.163 it shows that you started calling on a couple people over at the Harrelson plant, right? 00:05:53.188 --> 00:05:53.624 Yeah. 00:05:53.649 --> 00:05:56.893 Well, did you know that Shauna's had the Harrelson account for about the last six months? 00:05:56.918 --> 00:05:58.814 No... I didn't. Okay. 00:05:58.839 --> 00:06:02.948 My fault. I obviously didn't go through this in enough detail. I'm sorry. 00:06:02.973 --> 00:06:06.836 But, I can show you how to get the information that you need real quickly, okay? 00:06:06.860 --> 00:06:07.873 All you need to do.. 00:06:07.898 --> 00:06:11.775 Okay. Thanks. I think I've got it now. Look, I'm sorry for the screw up. 00:06:11.800 --> 00:06:12.826 Listen, don't worry about it. 00:06:12.851 --> 00:06:15.392 The important thing is now that you know how to get at this stuff, 00:06:15.417 --> 00:06:18.934 I know it won't be an issue. You're right. Thanks Vanessa. 00:06:20.016 --> 00:06:23.407 Redirection is a powerful way to respond to mistakes because, 00:06:23.432 --> 00:06:28.543 instead of punishing someone and obsessing on what went wrong and why - 00:06:28.568 --> 00:06:31.169 it gets the person back on track quickly. 00:06:31.396 --> 00:06:36.384 And at the same time, maintains respect and trust by not calling attention 00:06:36.409 --> 00:06:40.419 to the off- course behavior in a way that might damage the relationship.