Holding Staff Accountable For Performance

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Holding Staff Accountable For Performance
Facilitated By Jeff Olefson
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For More Information Contact Staff Development
Associates PO Box 418 - Westtown, NY 10998 (845)
856-6870 phone [phone] fax jolefson_at_staffde
velopmentassoc.com
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Three Basic Styles of Communication
Which is your preferred style?
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Styles of Communication
Hostile
Assertive
Passive
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Hostile Communicators
1. Focus on the person rather than the
attribute. 2. Dwell on the past. 3. Drive home
the point too forcefully.
Hostile communication is often "off message" and
prompts an emotional reaction.
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Passive Communicators
1. Observe but do not address inappropria
te attributes. 2. Harbor rage or discontent
with employees. 3. Assent to negative
attributes with their silence.
Who blows hot and cold? Hostile or Passive
Communicators?
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Expectations
Norms
Rules
VS.
Differences between rules and norms damage our
credibility and infuriate those employees who
follow the rules.
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Which employees do you prefer be annoyed with you?
Those who are performing well, or those who are
performing poorly?
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Assertive Communicators
1. Detached and unemotional. 2. Results
oriented. 3. Focused on the future.
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Assertive Communication
A critical element of assertive communication is
sufficiency Just enough to get the message
across without prompting an emotional reaction.
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People need feedback
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Don't wait for things to build up.
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Fear of Change is Natural
Denial Anger Exaggeration Avoidance Acceptance Rel
earning Unlearning
STAGES OF CHANGE ACCEPTANCE
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Keep Your Meetings Focused
I Really Do Not Like These People
I am not sure this system will work on Fridays
after a leap year?
yes and no
I am offended by yoiur suggestion
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IN ALL OF YOUR ENCOUNTERS WITH OTHERS CONSIDER
THE IMPACT OF
Emotional Hijacking
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Addressing Poor Performance
1. Keep it short. 2. Focus on expectations for
the future. 3. Articulate positive
expectations. 4. Consider the venue. 5. Address
only one matter at a time. 6. Offer support, but
do not take on the employee's monkey. 7. Plan a
follow-up.