Recently I attended a session at the Microsoft partner conference in Orlando, Florida. The speaker was @KrisPlachy. She had some great advice for managers on how to coach performance gaps. She started by giving three reasons why employees don't perform. It is important to understand if one of more of these problems exist before choosing your strategy.

Knows what to do but unwilling to do it (mindset problem).
Does not know what to do but is willing to learn (skillset problem).
Does not know what and is unwilling to learn.

If an employee has a mindset and a skillset problem the mindset problem will need to be addressed first. A manager should address a mindset problem by creating awareness through inquiry, confirm willingness to change, follow up, measure progress.

Mindset Problem..

What are the reasons for not doing what they are supposed to do?
Do they blame others for external factors for non-performance
What thoughts do they have about doing their job or work?

Below are some questions to help create awareness.

What are your thoughts about the assignment?
How do you feel when you think that way?
How do you act when you feel this way?
What results do you get with these actions?

She suggest using the CTFAR Model to help employee work though mindset problems.

Circumstances
Thoughts (Evidence will change thoughts)
Feelings
Actions
Results

If the employee does not know how, but wants to learn you have a skillset issue. Kris suggests the following strategy to address skillset issues.

Skills Transfer

Tell: them what you want done
Show: them what you want done
Do: Have them do the work as you observe
Review: Provide Feedback on their skill

After using the skills transfer process be sure to follow up. It is going to cost your more in time to have an employee that is a performance issue than to practice good follow up. What are your thought on performance management?