Getting to the Root of Employee Performance: Tackling Skill and Will
In any organization, employee performance directly impacts team success, customer satisfaction, and ultimately, the bottom line. When performance is below expectations, it’s tempting to attribute this to a lack of motivation or inability, but the real reasons can often be more nuanced. To accurately assess and improve employee performance, leaders should focus on two critical factors: skill and will. By identifying which of these areas needs attention, leaders can target their efforts effectively and ensure each employee has the support and guidance they need to excel.
Understanding “Skill” and “Will”
Skill refers to an employee’s capabilities, knowledge, and competencies required to perform their job. If an employee lacks skill, they may struggle to complete tasks accurately or efficiently, even if they have the right attitude.
Will pertains to the employee's motivation, drive, and engagement. This includes their interest in the job, alignment with company goals, and overall enthusiasm. When employees have low will, they may procrastinate, disengage, or fail to show initiative, regardless of their skill level.*
Identifying the root cause of performance issues by assessing both skill and will enables managers to tailor their approach for each individual, leading to better outcomes for the employee and the organization.
*Note on “Will”: there are several other external factors that can impact an employee’s commitment to their work. Burnout, fatigue, trauma, familial/relationship stress are all potential reasons why an employee is unable to show up fully at work. If this is the case do what you can as a leader to lighten the load on your team member or give them options for time off.
Addressing “Skill” Issues
If performance problems stem from skill gaps, the solution often lies in training, guidance, and supportive resources. Here’s a breakdown of how to effectively address skill deficiencies:
1. Assess Current Skills and Identify Gaps
Actionable Tip: Conduct a skill assessment to gauge each employee's strengths and weaknesses. This can be done through one-on-one conversations, performance reviews, and specific tests or quizzes related to their role. Getting feedback from peers or clients can also provide valuable insights.
For example, if you notice that an employee constantly misses deadlines due to struggles with certain tasks, ask questions to uncover whether they need more technical training or time management tools. This clarity will help you develop a targeted improvement plan.
2. Provide Targeted Training
Actionable Tip: Based on the assessment, offer training programs that focus on the specific skills they need. Training can come in various formats, from workshops and online courses to mentorship programs and on-the-job practice.
If an employee is struggling with technical skills, provide access to specialized courses or bring in an expert to conduct training. For broader skill sets, such as communication or project management, consider group workshops where employees can learn and practice together.
3. Encourage Mentorship and Peer Learning
Actionable Tip: Pair employees with more experienced colleagues who can serve as mentors. This allows employees to learn on the job and build skills in a hands-on, supportive environment. Mentors provide not only technical guidance but also advice on navigating company culture and best practices, which can enhance both skills and confidence.
Peer learning groups are another effective option, as they create a collaborative environment where employees can share tips, solve problems together, and learn from one another's experiences.
4. Set Clear Goals and Provide Regular Feedback
Actionable Tip: Establish specific, achievable goals for skill development and regularly check in on progress. Use performance metrics to track improvements and give constructive feedback along the way.
For instance, if an employee needs to improve their analytical skills, set incremental goals, such as completing a data analysis project by a certain date, and provide feedback on their approach. Recognize and celebrate their progress, which can reinforce their motivation to continue improving.
5. Ensure Access to Necessary Tools and Resources
Actionable Tip: Sometimes skill issues arise because employees lack the proper tools or resources to perform well. Make sure employees have the software, equipment, and support they need. For example, if a designer struggles due to outdated software, upgrading their tools can significantly enhance their performance.
Addressing “Will” Issues
When employees have the skills but lack the motivation or drive, it’s essential to explore the underlying causes and reignite their enthusiasm. Here are strategies for addressing will-related issues:
1. Understand the Root Cause of Low Motivation
Actionable Tip: Schedule one-on-one meetings to openly discuss any challenges the employee may be facing. Lack of will can stem from various issues, including stress, burnout, lack of purpose, or personal challenges. Empathize with their situation and ask open-ended questions to uncover specific barriers.
For instance, if an employee expresses feeling undervalued, explore ways to provide more recognition. Sometimes, simply feeling heard and understood can boost their engagement.
2. Align Their Role with Their Strengths and Interests
Actionable Tip: Find out what aspects of their work they enjoy most and where their interests lie. When employees are aligned with tasks that excite and challenge them, they’re more likely to stay engaged.
If possible, adjust their role to include more of the tasks they enjoy, or provide opportunities for them to explore new projects that align with their interests. This might mean allowing an employee who loves problem-solving to lead a process-improvement project or giving a social media enthusiast more freedom to develop digital content strategies.
3. Establish a Strong Connection Between Their Work and the Company’s Mission
Actionable Tip: Reinforce how each employee’s work contributes to the company's larger mission and goals. Sometimes employees lose motivation because they don’t see the significance of their role. Help them understand the impact they have on clients, team members, or the company’s success.
Share stories of positive customer feedback, highlight team accomplishments, and connect their work to tangible outcomes. When employees see the value they add, it can reignite their sense of purpose.
4. Recognize and Reward Good Performance
Actionable Tip: Acknowledge the efforts of employees through recognition programs, verbal praise, or incentives. Recognition goes a long way in boosting morale, especially if it’s personalized and specific to their achievements.
Whether it’s a public shout-out in a team meeting, a “thank you” note, or a small bonus, these gestures show appreciation and encourage employees to stay motivated and invested.
5. Encourage a Healthy Work-Life Balance
Actionable Tip: Help employees set boundaries and avoid burnout by promoting a balanced workload and flexible hours where possible. When employees feel supported in managing their time and personal needs, they’re less likely to experience exhaustion or disengagement.
For instance, offer flexible hours or work-from-home days to those who may need them, and set the example by maintaining a healthy work-life balance yourself. A healthy environment promotes energy and willingness to engage fully at work.
Bringing Skill and Will Together
Skill and will are deeply interconnected. Employees who feel supported and valued are more likely to seek out skill development opportunities, while those with strong skills may feel more motivated to perform. As a leader, it’s essential to regularly assess both aspects, provide the necessary resources, and maintain open communication to keep employees motivated and capable.
Building a Culture of Continuous Growth and Motivation
Creating an environment that fosters both skill development and intrinsic motivation is key to sustained performance. Regularly ask employees for feedback on their workload, provide opportunities for growth, and recognize their contributions. Consider implementing regular “pulse checks” to gauge team morale and address emerging issues before they impact performance.
By addressing both skill and will, leaders can help employees unlock their full potential and cultivate a workplace where each individual feels both capable and inspired to do their best work.
Check out our book 52 Weeks of Impact for more actionable steps you can take to strengthen your team dynamics.
