facilitated by:

Dindy RobinsonDirector of

Compensation/HRIS

Performance Management:Challenges

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It is literally true that you can succeed best and

quickest by helping others to succeed– Napoleon Hill

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HOW TO START…

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“You know, Jim, your work hasn’t been up to it’s usual high standards lately. I’m wondering if we can talk about the reason for this. I’m concerned about you.”

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Start with a positive

Thor can be a very effective member of our team.

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Identify Problem Behaviors

Behaviors! Not characteristics!

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Behaviors not Traits…

Sloppiness: Missing errors when proofreading, mispacking orders, performing inaccurate accounting work.

Disruptive: Complains. Criticizes other departments. Tells staff how they are being taken advantage of.

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What Can You Say Instead of:

Lazy? Not a team player? Bad attitude? Intimidating?

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Describe the behavior

Unfortunately, Thor is often late to work and not fully engaged until 45 minutes into the workday. During the last three week period, there were 7 times when Thor was 15 minutes or more late to work. When he arrives at work, he takes 30 minutes getting coffee and talking to his co-workers before getting to his desk to work.

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IDENTITY ALTERNATE BEHAVIORS

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Identify Appropriate Alternate Behaviors

Involve the employee: What do you think you can achieve? How can we help you achieve this?

What should we say to Thor?

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Getting Thor to Work

Over the next 3 months Thor needs to focus on attendance: be at his desk and ready to work by 8:00.

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Summarize and Thank the Employee

Thor, I appreciate your willingness to address the performance issues we discussed today. I have every confidence that you can and will succeed in making the changes needed to assure your success on the job.

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THE STORY OF HULK

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1. Start with a positive

The Hulk is a very enthusiastic team member. He is the first person at his desk every morning and remains focused throughout the day.

What comes next?

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Identify the Problem

However, the Hulk exhibits poor customer service techniques. He has been observed slamming the phone onto the hook when frustrated by a caller, and last week he punched a student in the nose. He also was overheard telling a parent, “Nanny nanny boo boo it sucks to be you. You pay your bill or I smash your face.”

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Describe the Problem

What do you say to Hulk?1. Your customer service skills need

improvement.2. I have heard you slam the phone down

when you get frustrated with the caller.3. I overheard you telling a parent, “Nanny

nanny boo boo it sucks to be you. You pay your bill or I smash your face.”

4. Last week you punched a student in the nose. 17

Identify Alternative Behaviors for Hulk

Attend customer service training Work with a more experienced

customer service mentor Review calls with his supervisor once

per week Participate in outbound customer

service surveying calls Sit as a call reviewer with team leads

to listen to how they perform on the phone. 18

The Problem

Employee responded inappropriately to an email from the Dean. Employee was rude and nasty, referring to the Dean as “your loftiness” and telling the Dean that if she had planned better, she wouldn’t be needing this report at the last minute.

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Practice

Come up with an action plan for the employee who sent the rude email to

the Dean.

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FOLLOW UP

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Follow up

Set up a follow up meeting to discuss progress. Shows the employee you care Gives employee a time frame Holds the employee accountable

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THE EMPLOYEE RESPONSE

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The Employee Response

Acceptance Resolution Improvement Anger Denial Defensiveness

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The Most important Thing You Can Do Is Listen!

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Show that You Are Listening

Open posture Eye contact Nodding receptively

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Listening Roadblocks

Advice: You should get up earlier in the morning.

Why: Why did you do that? Reassure: You’ll feel better tomorrow. Criticize: That’s what happens when you

procrastinate. Interrupt: That’s nothing! Listen to this! Related stories: I had the same thing

happen to me!27

Ask Open Ended Questions

What happened next? What was your reaction?

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Reflective listening

So you believe that if your work hours were adjusted, you would have an easier time getting to work on time?

So what you are saying is that it is difficult for you to work in our office because of the background noise?

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Ask “what next” questions

What have you done to resolve the problem?

What else do you think could be done?

What have others tried in similar situations that worked?

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THE RESISTANT EMPLOYEE

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The Resistant Employee

Argumentative Denial Hostile Angry

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How to Respond to the Resistant Employee

Remain calm. Focus on behavior. Broken record. Step away and reschedule. Ask for help.

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“It's not what I say; it's the way that I say it. It's not what I do, it's the way that I do it.”~ Mae

West

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Factor Yourself into the Problem

What am I doing wrong? How do I contribute to this problem?

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Factor Yourself into the Problem

Enabling Poor communication Lack of clarity Reactive Failure to get all the details Projection Protection

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Characteristics of Effective Supervisors

Took time to listen to me. Saw me as a person, not just an

employee. Cared about me personally and

helped if I had personal problems. Set a good example. Let me know I could do more than I

thought I was capable of—stretched me.

(cont)37

Characteristics of Effective Supervisors

(cont) Never pulled rank—rolled up his or

her sleeves and pitched in. Didn’t keep me in the dark—let me

know what was going on. Praised me for a job well done and

let me know in a straightforward manner when I didn’t do a job well.

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ICING ON THE CAKE

Turning a Problem Employee into a Star…

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Identify strengths

Thor exhibits excellent customer service skills. He takes the time to listen to each customer and to carefully explain the situation, working with the customer to find a satisfactory resolution.

The Hulk is wildly enthusiastic about TCU. He wears purple every day, attends every sporting event and volunteers to mentor students in his spare time.

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Put those Strengths to Work

Ask Thor to put together training on how to handle difficult customers, to mentor Hulk on improving his customer service, or to join the customer surveying team to help design follow up questionnaires.

Ask the Hulk to chair the department’s Campaign for TCU.

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