…because some thoughts are worth remembering
As a big fan of the Five Whys method, I appreciate situations where what you can observe with your eyes are the same (e.g., behaviors) but the motivations behind the actions are significantly different.
Leaders must be able to spot the difference because the consequences of not knowing can be catastrophic. A worker diligently going through all the steps of a procedure may be doing so out of compliance and/or commitment. It makes a difference, even though the behavior (and perhaps the end result as well) may be the same. When in doubt, a leader asks for commitment because then, compliance in the best sense of the word becomes a byproduct of their commitment, without the need for micromanagement.
“What is essential is invisible to the eye.”
~Antoine de Saint-Exupéry in The Little Prince*
*Full quote by the Fox: “Voici mon secret. Il est très simple: on ne voit bien qu’avec le cœur. L’essentiel est invisible pour les yeux.”