Managing Performance

Topics

Define performance and the performance development cycle

Discuss how to improve performance

Handle performance challenges

Why Focus on Performance?

Employees are clear about expectations

Builds stronger working relationships

Helps people focus Specific feedback is

possible Better results for

the organization

Ideal Performance Management System

PM Cycle - 4 Steps

1. Planning2. On-Going Dialogue3. Formal Review4. Development

Performance Planning

Explain the results you want

Set realistic goals, standards and measures

Create support plans Establish evaluation

points

On-going Dialogue

Giving on-the fly feedback

Finding out what’s going on

Learning what support is required

Performance Review

It’s a combination of…

Informal progress reviews

Formal final review

Action Planning

It’s about getting better, which could be more confident, more competent or moving towards the perfect career

Step OnePerformance Planning

Review the organization’s needs Describe high priority areas first Consider the results expected What are realistic standards

Manager and employee should both engage in this activity

At the Planning Meeting

Compare viewpoints Discuss expectations & listen carefully Negotiate if

necessary Agree on the plan

Why didn’t you say so…

Clear NOT Fuzzy - Specific NOT Vague

Erase these fuzzy terms…

Soon, promptly, regularly, frequently, often, quickly, carefully,

Say what you mean…

Regularly = every MondayPromptly = before the phone rings three timesFrequently = every two weeksAccurately = less than one errorCirculate = include all staffProfessional = shirt, tie and jacketQuickly – before noon

Trying is NOT a result!

Structures Influence Performance

Policies – Sign off authority Procedures - chain of command Physical environment – desks, space,

line of sight, lighting

Teller, Weigh Scales, Court House

Conversations are key

Daily, weekly, check in Progress review Problem analysis Course correct or change plans

Conversations should

Balance work with personal interestGet to know them and what makes them tick

On-going Communication Observe employee’s actions Catch them doing something right Pay attention to the steady,

reliable consistent performers Give feedback - quickly Talk about problems - as they arise Follow up - if a change is needed

When supervisors change

Make sure a review record is available

Talk with the new supervisor about the goals that were set

Discuss the support plans agreed to

Make sure the new supervisor knows the goals and promises so they can keep them.

Keeping Great Employees

Motivation is key Know their career

goals Give praise and

challenges Help them build skills

and knowledge Develop short and

long term game plans

Common Performance Problems

Showing up late Missing days at work Missing deadlines Inappropriate language Poor customer service Incomplete work or errors

Ask yourself… How might I

help them become capable?

How might I help them become confident?

What do I know about their learning style?

We need to talk…

Important Conversations

Explain the problem and (if appropriate) how it’s different from their normal work

Ask for insight Check your understanding Ask for solutions Listen for ideas Help them make a choice Set a time for the change Agree on a review time Record commitments (you may have made some too) Follow up

Formal Performance Review

How did we do?

The Discussion

Create a pleasant atmosphere

Make it a learning process

Talking about Results NO surprises! Look back and re-visit the highs, lows and routine work Discuss great successes or problems corrected Revisit problems currently being addressed Get the employee’s perspective – first – listen carefully Share your own viewpoint Talk about what was learned:

What was planned? What got in the way? What helped? Use that to guide the future

Action Planning

Based on results…

What do we need to focus on?What are the future priorities?Did we identify knowledge or skill

needs? (to achieve a high standard or learn something new)

What about development ideas? (to build and expand areas of

expertise)What is the employee going to do?

Get people talking together and they create amazing results!

Contact us…

For a workshop on this topic that will build confidence and skills contact: Heather Hughes at

heatherconsults@shaw.ca