What to Say to Someone Who is 10 Minutes Late

1. Assume they usually have a good record on time keeping

2. Achieve 2 ambitions

2.1. Establish that this behaviour is NOT acceptable

2.2. Maintain or improve relationship

3. What Not to Say....

3.1. Are you OK?

3.2. You're late! Are you OK?

3.3. Nothing....

3.4. Leaves on the line?

3.5. I am sorry you were late this morning - but don't worry - I know how many hours you put in

4. The role of 'policy' on punctuality

5. What to say...

5.1. May I give you some feedback?

5.2. When you start at your desk 10 minutes after the agreed start time, like you did this morning...

5.3. Here is the impact....customers wait, we worry, it impacts on your reputation for professionalism etc

5.4. What can you do differently?

6. And if it happens again?

6.1. Repeat....

6.2. Step the feedback up a gear....

6.3. Feedback on the fact that feedback has not been acted upon....Management is not being responded to....