When you’ve identified the type of culture your company is supporting – but not everyone is on board – how do you stop the bad behavior?

Catch and Correct – your job as a leader is to ‘catch and correct’. It sounds so easy but it takes courage, consistency, and clarity.

Let’s say one of your company values is respect.

You’ve heard an employee being disrespectful to a customer. That would be the ‘Catch’, next is your action.

‘The Correct’
Jane, it feels very disrespectful (how it feels) when you talk down to the customer (the action) and that isn’t how we treat customers. (your standard)
..But…the customer …(here comes their excuse)
Jane, that may be, but your response felt disrespectful, and that’s unacceptable.

So, what if they don’t adjust, they choose to keep the bad behavior as part of their routine. That becomes their choice. Your choice…Catch and Release. That is – if they choose to ignore, your choice is to release them from your employment. If you don’t protect your work environment – who will?