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Interviewer: You spoke a minute ago as far as holding people accountable
for their outcomes. Let's say you had someone that was not doing well
with their outcomes. How do you go about assisting that particular
person?
Nancy Brooks-Lane: Well of course in that situation, it would not
be handled in a group setting. What we do is meet individually with
the individual, and first of all you make very, very sure that they
have the skills to achieve the outcome. Then we make sure that there
was no confusion regarding what the expectations were. You have to
be very, very careful not to take on the role of therapist. So you
help the person look through what are those barriers, but I think
you keep that within very clear boundaries as to the outcomes not
that, “I've got all these things going on in my life that aren't
working.” I think that is a very individualized process, and
I think you have to break it down into smaller components if that
is what the problem is. You just keep re-thinking through that process
in a problem solving sort of way. If the person is not getting outcomes
based on work ethics that they have, then you deal with that in a
human resources process.
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