"in the past we've found that it actually wasn't training and a lack of taking pride in your work and doing what is required of you to perform the...

 "in the past we've found that it actually wasn't training and a lack of taking pride in your work and doing what is required of you to perform the job."

It's really important to not take everything at face value. Why could something like a manager coming to you (the HR manager) expressing concerns, such as "we're getting too many complaints from clients -- be a manager issue not a training issue? 

Or maybe it is a training issue -- but could it be the best way to solve the issue might be to "train" or work with the manager? (100+)