From Culture Is What Management Tolerates
The Response Scale
Chapter 12. Start with the lightest response that fits. Move to a heavier one only when the lighter one has been tried and written down. If it could be serious misconduct, harassment, discrimination, violence or a danger to anybody, stop and take advice before anything else.
PDF, 1 page, 37 KB
| Response | When it fits | What gets written down |
|---|---|---|
| Clarify | The standard was never said, or said vaguely | The standard, and the date it was said |
| Support | They can't meet it with what they've got | What was changed, and when |
| Coach | They don't yet know how | What was practised, and when |
| Correct | They know how and have what they need, and it's still happening | The facts, the dates, what they said |
| Warn | It's carried on after a correction that's written down. Formal: take advice first | Whatever your process requires |
| Remove | It's carried on after a formal warning. Formal: take advice first | Whatever your process requires |
| Week | What happened | Response | Written down | |
|---|---|---|---|---|
| 1 | ||||
| 2 | ||||
| 3 | ||||
| 4 | ||||
| 5 | ||||
| 6 | ||||
| 7 | ||||
| 8 |
Credit line
Hazel Crowe, The Hazel Crowe Toolkit: The Response Scale. From Culture Is What Management Tolerates. https://hazelcrowe.com/toolkit/response-scale
From Culture Is What Management Tolerates by Hazel Crowe, Appendix D. Chapter numbers refer to Culture Is What Management Tolerates. Free to print, copy and share with this line kept on. The Hazel Crowe Toolkit, version 2026-11-04.
Where it comes from
Culture Is What Management Tolerates
A Workplace Culture Book for Leaders and Managers on Accountability, Standards and the Behaviour You Walk Past
The room where the real rules get made, usually by saying nothing.
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