Communication. You have to see if it's a will vs. a want. Do they have the training required to perform the task? Are they comfortable doing the task, and if not, are they willing to ask for help? Do they want to do their job? You have to put in the effort with on the spot coaching and development to fully understand the situation before proceeding with an actionable step. Sometimes that is just continued coaching, but it may progress to a documented warning, a PIP (performance improvement plan), partnership with DM & HRM, and could lead to dismissal. You can't leap to conclusions, but you have to be prepared for every possible outcome and do your due diligence as a manager to ensure proper training is in place before moving onto documented coaching for performance.