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Is he maybe just a really literal person and took the forwarded email with instructions "send THIS to them" as "send this email to them", but then he knows his work responsibility is to send the product, hence why he sent both the product and the email?
Do you have an SOP or exact steps to follow written down in a very clear, concise manner (yes, even something as simple as "after employee A sends the email, employee A will notify employee B to send out the product by forwarding the customer email to employee B"; I'm talking reaaaallly literal steps here)?
Can you give other examples of times he's messed up in a similar way?
Does he have poor reading comprehension? ADHD?
I train employees a lot in my current job and jobs prior and I've learned that everyone interprets things differently and learns at their own pace. Most times you can adapt to their style, but sometimes people are just mentally out to lunch 24/7 and not fit for the job.
Another example:
The product they were sending is only relevant to remote workers.
The product group they were to send it to consists of remote workers and in-office workers.
They are aware that the product they are sending is only for remote workers.
This isn’t the first time they have had to send something to only remote workers.
They sent it to all of them instead of only the remote workers.
While I concede that the instruction could have been worded better, they should have either known to send the product to the appropriate people or asked questions.
Others have said in this post that I need to improve my comms skills, but this person regularly mis-interprets things from everyone, including documentation and guides, and then executes without hesitation. So how do we fix the individual?
It may be that your comms skills are good enough for most people but not for this person. One option you have is to improve them even further so that it goes beyond being sufficient for the normal people, and also becomes sufficient for this person.
For example, I have never had my instructions misinterpreted. I am autistic. In my experience, both autistics and neurotypicals tend to interpret my instructions with zero difficulty.
I am saying this to indicate that it is possible to use language in a way that works even for the people who need extra precision.
In the scenario you described, the use of the word “this” in the “send this to them” instruction was a predictable failure point in the communication.
Eliminating that word from that communication would have prevented this issue.
If you want to change the individual, have them do significant working memory training. If you want to solve the problem, consider establishing and enforcing a higher level of disambiguity in office communications.
It sounds like this person isn't remembering the procedures then, even when you've explained it to them and they've already done the task before (Or they're just a lazy fuck that doesn't care one way or the other and maybe never will). There is no "fixing" the individual, you need to correct their behavior while also giving them plenty of opportunity to get it right and with all the tools and guides they need readily available. How long have they been working in that position? Maybe they just need more time.
As others have stated, if the directions aren't already in writing, you should either write them down for the employee or, better yet, make the employee write them down, then review it for accuracy. This should in theory help them commit the process to memory, plus now they have their own guide to refer to.
Another bonus (for you, not the employee) of getting the process in writing is that if/when this person messes up again, now you have something to point back to and say "Remember when we went over this and you wrote it down and I verified that your notes were correct? Did you follow those notes this time? If yes, why did (mess up) happen anyway? If no, why didn't you follow the notes?" Make this person explain themselves, don't just sit there and be mad and say nothing to them.
This could also be a case of weaponized incompetence/ learned helplessness. If they fuck up a lot, you stop giving them work, but they're still there getting paid anyway, right? Now you're just paying them to either stand around or do menial tasks and not what you actually hired them for.
Start documenting their fuck ups, and tell them you're doing so. You're better off having a paper trail to point to when you have to fire them.
Most helpful, thanks.
In contrast with the rest of this thread, this post clearly gave you exactly the out you were looking for. You seem like an incompetent middle manager looking for an excuse to fire this person. I’m so glad I don’t have to work for sociopaths like you.
No SOP because no one else has trouble understanding this process. At the level they are at they shouldn’t need written steps for this and every other aspect of their job.
I’ve been suspecting adhd for a while but I’m not sure how to approach that topic.
Some people need structure. It's not unreasonable to provide it to them.
Any company with reasonably involved processes (read: more than three steps) should have clearly documented SOPs, policies and process documentation. This has nothing to do with the level people are at. I'm at senior level and sure as shit don't remember every detail of something that was verbally communicated to me months ago unless I do it every single day, and even that's error-prone. I write step by step instructions on processes for myself and everyone else.
Benefits of this approach:
Drawbacks of this approach:
Do not approach a coworker and suggest they may have a health condition. That is not your place.