Match authority with responsibility
Clarify what the team can decide, what requires approval, and when escalation is needed. Respect sector requirements and provide a practical support route. Define authority in a way that protects safety, privacy, and other people’s rights.
Develop performance through specific conversations
Describe the observation, hear the employee’s account, and distinguish a skill gap from an execution barrier. Agree a practical next step, the support needed, and a date to review the evidence.
Review the system as well as the result
Repeated friction warrants a review of workload, process, and decision rights alongside capability. Examine decision quality, team effort, and customer experience while protecting opportunities for people to grow and contribute.