"You may have hired the wrong person," I said, "but you haven't figured out exactly what's wrong. You have a decision to make, with three alternatives.

• Live with the situation, and continue to complain about it.
• Terminate or reassign the person to a different role.
• Redefine the role within the capability of the person you hired.

"You know, I can't live with it," Stella replied. "I, personally, have to fill the gap for any underperformance. And I have my own responsibilities. Every minute I steal away to cover for my supervisor is a minute away from my own tasks. I don't see any way around it. This job really requires someone with a nine month Time Span. My supervisor has only demonstrated capability at around two months. I cannot take him under my wing and hold his hand."

"What are you going to do?" -TF

Stella's disbelief faded to reality. "You're right. That's what I did during my interview, here. I tried to steer the conversation to my best qualities. I mean, I answered their questions, truthfully, but, you know, they didn't really ask that many. They spent most of the time describing the job, what they expected and how great the company was."

"You probably got more out of the interview than they did," I replied. "So, what can we do different?"

"Isn't it a little late, we already hired the wrong person."

Stella was surprised. "Well, I don't think he lied to me, but I guess I didn't get what I needed from the interview."

"Don't feel bad. Most of the people on your interview team didn't do any better than you. It's a combination of things.

"First, candidates do much more preparation than you do. They re-write their resume customized to your job posting, have others review it, spend time with headhunters who coach them on what to say, and read interview books all designed for one specific thing. To beat you in the job interview." -TF

"What do you mean, evidence?" Stella asked. "It's an interview. If someone says they are up to the task, that they are interested in the challenge, that they really want the responsibility, what more can you get? I mean, I asked those hard questions."

"Exactly what were the questions you asked," I wanted to know. "Let's list out those hard questions."

"Okay," Stella started. "I asked if he really thought he was up to the task? I explained just how difficult the job would be and asked him if he would really be interested in the challenge? I asked him why he wanted that level of responsibility?"

"So, you asked him the perfect questions, so he could lie to you?" -TF

I had been hammering Kristen about creating a job description for an open position on her team. I don't think she is lazy, but like most managers, she treats recruiting like a part-time job. In a year's time, she may only have four openings on her team of 19, and she rarely sits on a hiring panel for other teams.

"What's the one most important thing you do?" I asked. "In a year's time, looking back, what one thing have you done that has had the most impact on your company?"

Kristen was thinking. She had some stuff up on her walls, some recognition plaques, a framed letter from a customer. "I don't know," she started. "My highest contribution? I guess it's just making sure my people are always busy and not wasting time. That's what managers do."

"No, on your team of 19, you have two supervisors, that's what they do, keep people busy. What is the most important thing you do?"

"I guess I never really thought about it. No one ever asked me, or told me. In fact, when I got promoted last year, the only difference is that I go to management meetings once a week. I spend the rest of my time dealing with problems and issues. Who wants time off? Who is arguing with whom? Why someone is constantly running behind? Why things don't come out right? Motivating my team? I stay pretty busy doing all that."

"What would you have to do differently, so that you did none of those things?" I challenged.

"Well, there's no way. The people I have on my team just wouldn't be able to get along and stay productive without me in there."

"So, what would you have to do differently?" -TF