In coaching, consulting and reviewing the reports from our on-site trainers, human capital challenges are at the top of the list of items we’re hired to fix. As I’ve done with most systems, challenges and opportunities in business, I help my clients and trainers develop and deploy “litmus tests,” or quick “yes/no” tools to help guide next steps.

Here’s one you might put to good use when your next employee challenge or frustration arrives. Ask if this is an issue of character or circumstance. 

Our data indicate: underperforming employees are rarely an issue of character. These situations are almost always an issue of circumstance.

For example, we failed to place the employee in the proper role. The training program was inadequate. Oversight and motivational systems were not being deployed consistently. Communication was unclear. We did not support the employee’s desire to learn new things, master his own environment and...