Sir Steve Hansen says poor task performance usually comes from communication breakdowns and lack of psychological safety. People agree to things they don't understand rather than admit confusion. Leaders should teach and support staff, but replace them if they still can't perform after training.
So if you've got people in your organisation who aren't brave enough to say, look, I don't understand what you're asking, they just go, oh, yeah, yeah, righto. And then they go away and they perform the task terribly. It's because there's a breakdown between you and them and the trust. Now, if you get to the point where you spend quite a lot of time teaching that human being how to do the job and they still can't do it, well, it comes back to what I just said before. If you can't change the man, you change the man. He just may not be the right person for the job.
