Next time an employee tells you he already knows all about what you’re saying, ask the following:
That’s great! How much are you doing that?
Chances are there is a gap between what he says he knows and what he’s doing with that knowledge.
The divide between knowledge and action is plaguing companies across the globe. The dangerous assumption that just because someone knows something automatically means he’s doing it keeps him from assessing his actual behavior. Managers who don’t look closely at this gap are missing the opportunity to ensure that people are always doing the next right thing.
The need to get “back to basics” is a symptom of this common problem. Imagine what would happen if people stayed with those basics. And why shouldn’t they? If they are so basic, there should be no excuse nor any barriers to doing them. The real issue, more often than not, is the Knowledge-Action Divide. Bridge that gap and you’ll not only close a mental loophole, you’ll close more deals and retain more customers.
This Week’s Radical Accountability Activating Action: Take time this week to identify the gaps between knowledge and action. Next week, start closing those for good.
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