How to turn B players into A players

Executive overview

Not every underperformer has the same problem. The fix depends entirely on whether the gap is in skill or in core values and behaviour. Skill gaps are fixable with coaching and a clear plan. Values and behaviour gaps are harder — often impossible — to close.

If the gap is too big or the person isn't willing to change, getting them off the bus is the right move.

Diagnosing the gap

• Identify whether the shortfall is a skill set gap or a core values/behavioural traits gap — these require different responses
• Skill gaps: show the person exactly where they're falling short and ask what they'll do to address it
• Leadership's role: determine what support, coaching, or resources are needed on your side
• Skill areas can include delegation, situational leadership, core job functions, software, or project work
• After the employee submits their improvement plan, assess honestly whether the gap is closeable and whether they're willing to do the work

When it's a values or behaviour problem

• Requires a direct "come to Jesus" conversation — show specifically where they're misaligned on values or culture
• Behavioural traits are deeply ingrained; harder to change than skills
• Buy-in from both sides is required — theirs and yours
• If genuine change isn't happening, the honest answer is to move them out