Commonly when we’re helping teams make improvements, we’ll end up in a circular discussion around the idea that “they should just do what they’re supposed to, why don’t they just follow the process?!” Getting stuck on what people “should” be doing won’t help fix the problem. The only simple fix to something that people should be doing which they’re not, is to check if they know they should be doing it. Assuming that bargain basement basic thing has been done, getting frustrated about what people “should” be doing is only self-harm.

Let’s take a behavioural look.

What people are doing is supported by whatever the environment is providing them, if that’s not what they should be doing, it’s because what they’re up to is easier, more fun, less punishing, than what you think they should be doing.

To overcome those very strong environmental conditions, and get people to do what they’re supposed to, you need to change the environment using adequate consequences. It involves being honest about the situation you’re asking them to perform in, and making changes to, most likely, your own behaviour, to change the environment.

We can coach people and train teams out of this hole because we’ve been there before, and we know the way out.

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