I will never know how often I have walked past the opportunity to provide a second chance to someone in need.  But I have learned to look beyond what I see, ask questions, and offer a plan for success. 

I was responsible for a division of a company and had an employee who was not responding well at work.  It was not a matter of being unlikeable or rude, but underperformance.  When listening to management, it did not seem to be an issue in the past.  I was concerned for her and the performance of our team.

Before hearing the glowing comments from others, my mind was moving in the direction of gathering documentation and starting a performance review.  Thankfully I did not act on what seemed to be a need for a change in the department.  

Instead, I tried to understand what I did not know.  Why is this talented employee not performing?  I asked to speak with the employee to better understand how she thought things were going.  

At the beginning of the conversation, I did not get much helpful information, but our very broad conversation gave me insight.  She loved her job, enjoyed her coworkers, and seemed okay with how I was running the division.

This person was a manager in the division.  I asked her if she enjoyed the management aspect of her job.  At the time, the people who reported to her were performing her responsibilities.  She genuinely loved everything,  the people, the work, and the environment.

Then I asked the question that changed my management style to this day.  I asked the question, “Anything else you want me to know about?”  Tears started to roll down her face and she said, “Things are not going well at home.”  

What I did not know is that this well-regarded employee was underperforming at work as a result of stress from life outside the workplace.  I knew she could be a good manager and was well-liked within the company.  However, what I had experienced until that moment was someone neglecting the department and her responsibilities.

I asked her how she felt about her work performance.  She replied that she was not functioning anywhere.  Together we developed a plan for her to manage the department.  A plan where she was capable of succeeding if she chose to put in the effort.  She was to communicate to the team if she was going to be late or unavailable.  There would be a daily plan that was visible for everyone to follow.  She could adjust her schedule as needed to allow for unexpected issues at home.  

From that moment on this employee was every bit the person who everyone had been describing.  Although I did the necessary evaluation documentation and the 30 and 90-day follow-up, she was given a second chance with a plan to succeed.         

The heavy burden of the secret she was carrying was lifted and her performance rose above my expectations.  There are many times I don’t understand, but I know to love and trust with unwavering faith. 

This opportunity taught me to look beyond what I see, ask questions, have compassion, and plan for a successful second chance.  

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