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Module 1: Performance Diagnosis
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Module 2: Business Translation
The Four Gap Types Framework
Key Content: The 4 Gap Types
Walk learners through the framework. For each gap, ask for a real example from their experience.
Gap Type | Description & Signs |
Skill Gap (The only gap training directly solves) | People genuinely do not know how to do something. They have not been taught, have not had sufficient practice, or are newly placed in a role. Signs: Errors on first attempts, consistent mistakes across team, new role or task, no prior exposure. Solution: Training, coaching, practice, job shadowing. |
Process Gap (System or environment problem) | People know what to do but the system, process, or environment prevents them from doing it correctly or consistently. Signs: Only some people make the error (not all), problem exists despite trained staff, the right tools are not available. Solution: Process redesign, SOP clarification, system fix, removal of barriers. People don't know what to do or follow. The system or SOP is broken or unclear. |
Motivation Gap (Consequences and incentives problem) | People know but don't do. Incentives, culture, orPeople know how and the system supports them, but they choose not to perform. The consequences for doing it wrong are lower than the effort of doing it right Signs: Inconsistent performance (sometimes does it, sometimes does not), behaviour changes under observation. Solution: Consequences realignment, recognition systems, clarity of expectations, culture work. consequences are misaligned. |
Leadership Gap (Management behaviour problem) | People do not perform because their managers are not modelling, reinforcing, coaching, or holding them accountable. The environment does not support the expected behaviour. Signs: Problem disappears with a change of manager, team-level variation in performance, no follow-through after training. Solution: Manager capability development, accountability structures, leadership alignment.. |
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