I have over 900 people working under me. It's not easy. You have to start by having a great orientation and training system where the expectations are all laid out and understood by every single person you lead:
After that, you have to be consistent when a behavior, system, attitude, or expectation is not met/performed properly or up to standard. There is a very simple coaching method to use when this doesn't happen. Sit the team member down and go through the following:
- Do you understand the expectation (make sure they do, if they don't, tell them)
- repeat it back to me (make them repeat it back to you - has to be correct; don't let them get out of doing that)
- ask them what the obstacles are keeping them from meeting that expectation
- help them remove the obstacles (do not do it for them, but help them do it)
- accent a positive - something they do well; then tell them it doesn't help that they do that well if they can't meet the expectation you're discussing.
- get them to commit to you they will change that behavior and do what you need them to do; make them say it to you, don't let them just say "I will"; make them say it completely.
- tell them matter-of-factly that you need them and depend on them, but if they do not do what they are committing to, you will fire them. Also tell them that you will not have this type of conversation again; next time will just be a documentation on paper (short and sweet).
- follow up with feedback. If they do it moving forward, celebrate it publicly.
If they do not, do the following:
- have them sign a written warning / documentation
- fire them.
If you do this consistently, you will have minimal issues. This is behavior changing. You are addressing the behavior and not making it personal. They are commiting to you; if they fail, they are firing themselves. You will feel much less regret, as you put the burden on them. Best part is, they know that immediately; so when you do fire them, they know it's coming. Also, 99% of the time, they don't blame you and still appreciate your dedication in trying to help them.
Do this and you will have a lot of good people. If you fail to hold accountable, you will have a lot of bad ones. This whole coaching conversation takes about 10 minutes max. It's not hard. But you just have to do it a lot in the beginning; until everyone knows you don't f@$k around.
Hope this helps.