How should managers distinguish between performance issues caused by external factors and those caused by skill gaps?

• A. Document root causes, differentiate impact on performance, adjust expectations when justified, and address skill gaps with targeted training or resources.
• B. Blame external factors without documentation
• C. Ignore root causes
• D. Address skill gaps with broad, unfocused training

Answer: (A)

Distinguishing whether performance issues come from external factors or skill gaps requires a structured diagnosis. Begin by documenting root causes with evidence—what happened, when, and under what conditions. This helps you see whether factors outside the employee’s control are at play or whether there’s a gap in the necessary skills. Then assess how the issue impacts performance: does it appear only under certain constraints, or is the employee unable to perform essential tasks even with appropriate conditions? If external factors are at the driver, adjust expectations and provide the right support (resources, timelines, process changes). If a skill gap is the issue, address it with targeted training or resources designed to close that specific capability gap. Avoid blaming without data, ignoring causes, or using broad, unfocused training, since those approaches don’t fix the underlying problem.