This thread provides me with an opportunity to ask for advice.<p>I am a manager of a family-owned post office. It&#x27;s a rather intense job, and I ensure that I&#x27;m aware of the &quot;status&quot; of each of the 6 employees. If they&#x27;re feeling unwell or worn out, I&#x27;ll tell them to do the simpler jobs.
It&#x27;s much like a typical retail job with handling of stock and money.. but there&#x27;s a very important difference: we have strict procedures to follow for mail, money and identity services. I&#x27;ve told the staff that the procedures set out by Australia Post are paramount and that their &quot;habits&quot; when dealing with customers must ensure everything is verified and triple-checked.<p>Unfortunately, some of the staff have developed lazy habits. They easily notice any issues when it&#x27;s quiet, they&#x27;re feeling good and performing a typical transaction. However if it&#x27;s busy, they&#x27;re distracted or handling an unusual transaction, they are prone to making mistakes.<p>How do I help them develop better habits? If they are willing to change but having trouble, what do I do? If they are unwilling to change, what do I do?<p>I really don&#x27;t want to micromanage, but they&#x27;re simply making too many mistakes and we may be liable for them.
I&#x27;ve told them at times to go slower yet their comfort with their habits makes them go quickly even if I tell them to take their time and double check.
If I make a checklist for them to go through in the longer transactions, they just check every box without truly thinking about it.<p>Any advice would be appreciated.