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Performance Management (GROUP)

Walk the Talk

Share By Sally Foley-Lewis | August 19, 2011 at 03:12 PM

This week I posted a blog about bosses and managers who don't walk the talk. I thought I'd stretch the idea a bit further and ask here, amongst the savviest of Business Chicks:

1. How do you know when someone is not walking their talk; what are the signs?
2. How do you deal with a person who doesn't walk their talk?

I look forward to your insights... please share

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Catherine Brooks
By Catherine Brooks VIC | September 8, 2011 at 09:57 AM

Great discussion Sally, thanks for posting.

I think one of the signs of someone not being able to 'walk the talk' are customer complaints, or negative feedback from team-mates. Good service delivery is so crucial. In dealing with this situation I think you first need to find out the root cause of the complaints - why is the individual failing to meet customer demands? Having the initial 'difficult conversation' is absolutely necessary and may help you determine how to deal with the situation on-going. It may be that someone needs time out to deal with a personal issue, or further training to perform the requirements of the role. Communication is the key I think. Reply

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  • By Sally Foley-Lewis NSW | December 16, 2011 at 12:50 PM

    Customer service is often considered something only for external facing facets of a business. Customer service is also internal.

    I totally agree with you - communication is key!
    Thanks, Catherine.

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