Management Insights: Manager Tips: Performance Issues

Dealing with performance issues is a critical component of any manager's job. Since this often involves conflict and difficult emotions, many managers put off such problems until it is too late to effective solve them. Remember: your success is directly related to the performance of your staff.

What causes inadequate performance? Far too often, it is failures in the system rather than the person. Peter Drucker, other management experts, and the total quality movement list the most common causes of inadequate performance as:

• employee does not know what is expected
• employee does not know how to do the task
• the work systems interfere with good performance
• feedback on actual performance quality is not given to the employee
• there is no positive consequence for good performance
• there is negative consequence for good performance
• the expected performance is difficult or unrewarding for the employee

These issues must be addressed if they exist.

When the employee does not perform to expected levels, you can succeed in improving the person's performance if you address the issue as quickly as it is identifiable. Here are some tips on how to do this well.

1. Accurately identify the problem and the behavior change you desire. (If the employee cannot effect the results, look at system issues instead of the individual.)
2. Actively involve the employee in the performance discussion.
3. Provide specific details of the behavior that creates the problem and identify the need for change.
4. Ask the employee what s/he will do to change. Get the employee to accept responsibility for his/her behavior.
5. Demonstrate your commitment to helping the employee succeed.
6. Model the behaviors you expect.
7. Provide feedback on results and praise achievements.

There are a number of ways to improve your ability to manage people effectively. Learning to communicate effectively and to manage performance are critical to your success.

May be reprinted with attribution as shown here. SHR provides training programs as well as individual coaching to help develop these skills.

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