|
When an Employee is NOT Performing
Satisfactorily.
Volume 4, No. 7 July 2005
 Greetings!
THIS ISSUE CONTINUES A DISCUSSION
of leadership that was started in the June 2005 issue of Pilot-Your-Life.
There I indicated how to set SMART goals. Also, information on how
to choose the most appropriate leadership style was presented. By using the
most appropriate leadership style, (i.e., directing, coaching, supporting,
or delegating) we can help employees at different levels of maturity learn
to perform their jobs better.
IN THIS JULY ISSUE, I discuss what to do when an
employee is NOT performing satisfactorily. Since most of us strive for
excellent performance in our own positions, it may be difficult for us to
realize that many people just want to do enough work to "get by."
This information can be used effectively with both men and women.
What Can You Do?
PROVIDE F-A-S-T FEEDBACK to
employees about their performance. This means provide Frequent, Accurate,
Specific, and Timely feedback to all employees.
FREQUENT AND
APPROPRIATE FEEDBACK about performance is useful for employees.
Unfortunately, official performance appraisals are not as useful to
employees. Too often, a performance appraisal is given to the employee
weeks (or months) after the time it is scheduled.
ACCURATE FEEDBACK is what
you have observed yourself--not what you have heard from other people. You
can listen to information from others but then you need to see that
behavior before discussing it with an employee.
SPECIFIC FEEDBACK
would be, "Your report was clear, concise, and presented the important
issues." In contrast, saying, "Great report!" does not
provide a clear picture of what was "great" about the report. If
there are areas in the report that could have been improved, include that
in the feedback. Then, the employee will know how to write a better report
in the future.
TIMELY FEEDBACK
about changes that need to be made gives the employee the opportunity to
improve performance immediately. Then, the correct actions will be learned
and become habitual. If you do not give feedback quickly, the employee may
think she is performing satisfactorily. Unfortunately, those incorrect
actions will become habits. When an employee is doing her job
satisfactorily, timely positive feedback is important so she knows she is
doing her job correctly. While she continues to perform satisfactorily, the
correct actions will become habits.
Effective Feedback Suggestions
GIVE FEEDBACK IN A PRIVATE PLACE where you
have an opportunity to talk one-on-one. If you have been giving F-A-S-T
feedback when employees are doing well, then having a one-on-one
conversation will not be a signal to the whole work force that
"Irene" is in "trouble." Managers, parents, and
teachers need to respect the feelings of others and not rebuke them
publicly. While writing this I remember the time when I was
three-years-old, sitting at the dining room table with "company."
I wanted more dessert. When my mother told me I had had enough, I
"talked back to her." Suddenly, my daddy picked me up, tucked me
under his left arm, walked into the kitchen, and shut the door. He looked
down at me and said, "Don't you ever talk to your mother like that
again!" That was fast, effective, and private feedback!
FOCUS ON THE GOAL and what the employee needs to do to
accomplish the goal, rather than her mistake. "Marie, you need to be
at your desk to receive incoming calls and greet customers at 8 a.m."
Indicating how the problem is affecting others can be effective.
"Customers have been complaining and I have seen other staff members
covering for you which put them behind on their work. This problem needs to
be fixed. How are you going to fix it?" If this is a recurring problem
you may need to put the employee on probation if the problem continues. If
employees are not performing their jobs satisfactorily they become deadwood.
For the organization to accomplish its goals everyone needs to do their
job. However, managers need to document poor performance in a timely
manner.
ASK THE EMPLOYEE TO TELL YOU IN HER OWN WORDS what you
have said. This is an effective way to give instructions and delegate tasks
in the beginning. Just asking an employee to repeat what you have said does
not mean the employee understands what really needs to be done. When you
are giving corrective feedback, ask her to tell you what she needs to do to
solve the problem. By thinking about the problem and possible solutions,
stating the best solution out loud, she will remember it and is more likely
to carry it out.
BUILD IN ACCOUNTABILITY. Decide together how the
employee is going to solve the problem and how she is going to let you know
she is doing it. Then, follow up and make certain she is being accountable.
Tips to Improve Employee Performance
- PROVIDE
frequent, accurate, specific and timely feedback.
- GIVE
FEEDBACK in a private place.
- FOCUS
on the goal.
- HAVE
EMPLOYEE repeat in her words what you said.
- BUILD
IN accountability.
- REMEMBER
to give positive feedback for good performance whenever you can in
your professional and personal life.
Information about Mary Alice Hurd, Ph.D.
 DR. MARY ALICE HURD coaches successful women and men who want
to enjoy life and prosperity. She is an executive coach and a licensed
psychologist in Texas.
After teaching psychology at Southern Methodist University
for 30 years she trained in the MentorCoach
Coaching program and has been coaching since 2001. (For more information
click here, biography.)
FOR THE BENEFIT OF HER CLIENTS, Mary Alice is working
with a team of highly qualified independent coaches representing multiple
coaching specialities in a consortium called
Success Discoveries. As a collaborative team they provide a broad wealth of
knowledge and expertise for the benefit of corporate and individual
clients. Read more about Success Discoveries Coaching Consortium in the
section below.
Success Discoveries Coaching
Consortium
PROFESSIONAL COACHING SERVICES are
now seen as "must have" programs in most companies to ensure
success as well as to help ensure job satisfaction for the best and
brightest. Through Success Discoveries we are also integrating coaching and
team development training to custom deliver new team/new manager programs
that accelerate team development and ensure success for new managers and
new teams. The number of individuals signing up for personal life coaching
is growing substantially. People are looking down the road and seek ways to
pursue their dreams more effectively than they could by themselves. A
professional coach is skilled in helping clients accelerate their pursuit
and accomplishment of professional and personal goals.
COMPANIES OR INDIVIDUALS INTERESTED in implementing an
internal coaching program or engaging one or several coaches to meet
diverse needs should contact Success Discoveries for a free consultation.
Success Discoveries helps companies and individuals increase satisfaction
and grow talent faster, better and cheaper through the use of professional
coaching, seminars and assessments.
VISIT THE SHOPPING CART SECTION of our Web site at
www.successdiscoveries.com. where more coaching
opportunities and workshops are being posted each week or call 972-346-2892
for more information.
Professional Excellence Groups for
Executive Women Bankers Scheduled for September
|
HOW DO YOU WIN as a Woman in Banking?
WHO IS THERE to support you when things are always
changing?
TAP INTO THE COLLECTIVE wisdom and synergy of
professional women just like you.
WITH THE GUIDANCE AND SUPPORT of Dr. Mary Alice Hurd, Executive Coach, you will:
- Accomplish goals more quickly and painlessly.
- Achieve balance in your professional and personal life.
- Develop and use coaching skills to enhance your leadership
skills and "promotability."
NEW PROFESSIONAL EXCELLENCE GROUPS are scheduled to begin in September 2005. For more information:
- Phone Dr. Mary Alice Hurd at
972.690.0442, or
- Email maphurd@mail.smu.edu.
|
|
