We get called a lot to help with "a performance problem." Almost every time, it turns out to be one of two very different things, and most leaders treat them like they're the same.
One is a skill gap. The person wants to do well but doesn't know how. The other is a will problem. The person knows exactly how…they're just not doing it.
Mixing these up wastes lots of time.
Two Very Different Problems
A skill gap looks like a new sales person who genuinely wants to close deals but hasn't learned the process yet. Coach them, give them reps, and they improve fast, because the desire is already there.
A will problem looks different. The manager who's run the playbook a hundred times, knows exactly what's expected, and just doesn't do it. More training won't fix that. We've watched leaders send someone to a third workshop on something they already understand…hoping it magically sticks this time. It never does.
Why We Confuse Them
Both problems show up the same way on a scorecard: missed numbers, slipping metrics, a manager frustrated at the same review every month. So the leader defaults to the same fix. More training, another one-on-one, one more chance to "get it."
If it's a skill gap, that's the right move. If it's a will problem, it just delays a decision that needed to happen already.
The Quick Diagnostic
Ask one question: if their job depended on it tomorrow, could they do it?
If yes, and they still aren't, that's will. If no, that's skill.
A great attitude paired with weak ability is one of the easiest fixes in leadership. Somebody who wants it and doesn't know how yet just needs reps, clear expectations, and a coach/boss willing to invest the time.
Real ability paired with a bad attitude is a harder conversation, and usually not a training problem at all. It's a decision about whether this is still the right seat for this person.
What This Means for You
Before your next tough conversation, get honest about which one you're actually facing. Naming it clearly changes everything about how you handle it.
Skill gap: invest, coach, give it time.
Will problem: get direct, set a real deadline, and be prepared to make the call if nothing changes.
Bottom line: You can teach skill. You almost never fix will. Get clear on which problem is sitting in front of you before you decide how to solve it, and you'll waste a lot less time on conversations that were never going to work.
Ryan Giles