QUESTION: I am the controller of a new wholesale distribution company. We have hired some very seasoned professionals and have great relationships with our clients. Some of our clients, however, have been complaining that one person on our staff is too laid-back. I know he is bright and cares about his work, but he doesn't project that to the rest of the team. He gets his work done but there just doesn't seem to be any enthusiasm in him. How can I make him project his enthusiasm?

        ANSWER: The first thing you have to do is decide if you have a performance issue or a generational culture gap. You say he gets his work done, he cares about doing good work and he knows his job. Sounds like a pretty good employee to me.

        Of course, even if he's doing his work, there could be problems with his mellowness. Is he in danger of being passed over for promotions or better assignments because people feel he's not “high-energy?” Does he care about that? I would sit down with him on two occasions for very different conversations:

        • Conduct an “inner-view.” While most employers do a good job at assessing their recruits' skills and talents in an interview, we often leave it there and forget we are hiring the complete person. You need to get inside his head to see what motivates him. Ask questions such as:

        Where do you see yourself in five years?

        What is your favorite pastime?

        If you won the lottery, what would you do with your life?

        What was your favorite college course?

        You're trying to discover what will ignite the spark in your employee while possibly gaining some insight into why he is so mellow.

        • Explain company politics. Every company has its politics and your employee may not know that he's being cast in a bad light in the political arena. Explain to him how he's perceived and what it might mean for his future. With the information gained from these conversations, you then can help your department run smoother.
       Michael Crom is executive vice president, Dale Carnegie Training. If you have any business-related questions or would like advice on other workplace issues, visit www.dalecarnegie.com or e-mail carnegiecoach@dalecarnegie.com.

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