Do you take it personally? Hi Michael,
Are you still at CablePrice? No I would not take it personally. If someone fails to follow a procedure or training I would want to review both the procedure and the training to ensure that there wasn't any misalignment of work as done and work as imagined. The training may cover the procedure, but was it delivered in a manner that the recipient understood? Is English the first language for example, are they able to read and understand, are they visual or kinesthetic learners?
Well done on the claims cost reductions. What do you put that down to? I.e. have you done anything to try and assess whether the claims costs reduction correlates to an increase in safety capacity over the period of your tenure - possibly through increased worker engagement?