Why won't they do what I want them to?
Looks like we need more training to fix this problem.
But they should just want to do the right thing anyway!
You might have a performance problem on your hands, and today I'm going to help you out.
Performance problems are messy because people are messy. They have minds of their own. They're not always predictable. You can't "re-engineer" them. However, there is hope. Last year I read the book Analyzing Performance Problems which masterfully deals with issues like those above.
You see, the thing you're concerned about, it's just a symptom - not the bigger issue. People don't do what they "should" for a variety of real reasons and you're wise to figure that out before assigning corrective action.
With a flowchart and lots of humorous examples, the books walks you through the land mines that lurk beneath the surface. Here are some key take aways:
Training is almost always not the answer: It will only work if they don't know how to do it. If they've been trained and could do it in the past, more training is a waste of time and resources.
Are you punishing people for doing the right thing?: It could be that people have learned that doing the thing you asked them to ends up hurting them in the end. If you don't address those reasons, don't expect them to change their behavior.
It goes both ways: Instead of putting the full burden on your direct reports, think of how you could make it easier for them to give you the desired outcome. Could you give them some leeway? Could you make the task easier? Is it even necessary at all?!
That's just a glimpse of the awesomeness inside this book. I highly recommend it. What performance problems do you think it could help you with?
Analyzing Performance Problems (Amazon link)