Performance Management

1
Performance Management

• NERCOMP Conference
• October 27, 2005
• The International
• Bolton, MA

2
Focus of Performance Management

• Progress and success
• toward goal achievement

3
Assessing Needs

• Your goals
• The employees goals
• The departments goals
• The organizations goals

4
Considerations

• Focus on performance issues
• Clear expectations
• Improvement
• Productivity
• Objectivity
• Accuracy
• Performance, not person

• Knowledge
• Ongoing
• Detailed
• Monitored
• Consistent
• Fair
• Timely
• Motivational

5
Why Do Performance Management?

• Communicate goals, mission, values, purpose
• Improve working relationships
• Improve management
• Identify and communicate strengths and areas for
  improvement
• Provide feedback
• Develop
• Monitor
• Support

6
Reflecting on Performance Discussions

• Think about your last review
• - What thoughts come to mind?
• What went right, what went wrong?

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What Do Employees Want?

• Clear expectations
• Positive/constructive feedback on regular basis
• Understand evaluation criteria
• Involvement in goal setting

• Accurate job descriptions
• Be treated fairly and consistently
• Sharing of info and resources
• Job/career enrichment opportunities

8
Elements and Outcomes

• Elements
• Listening
• Coaching
• Feedback

• Outcomes
• Better performance
• Improved morale, trust, and loyalty
• Commitment

9
Listening Skills

• Active listening
• Expression
• Verbal/non-verbal cues
• Distractions
• Retention

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Active Listening

• Reflection
• Reiteration/Paraphrase
• Body Language
• Elaboration
• Acknowledgement

11
Coaching Skills

• Observation
• Counsel
• Condition
• Criteria
• Response

• Solutions
• Agreement
• Follow through
• Adjustment
• Follow-up

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Feedback

• Purpose
• Setting
• Timing
• Forward focused
• Two-way
• Responsive

• Accurate
• Balanced
• Relevant
• Comprehension
• Agreement
• Follow-up

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Giving Feedback

• Professional
• Purpose
• Listening vs. talking
• Performance, not personality
• Support
• Privacy

• Start with positive
• I vs. you statements
• Factual
• Strategize
• Goal setting focus
• Resolution

14
Receiving Feedback

• Have an open mind
• Avoid defensiveness
• Listen for meaning
• Seek out resolution
• Give guidance
• Utilize effectively

15
Communicating Effectively

• Preparation
• Professionalism
• Matching body language to message
• Tone awareness
• Scripting
• Focusing
• Responsiveness

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Problem Solving

• Define
• Brainstorm alternatives
• Identify causes
• Collect/analyze info
• Consensus
• Action plan

17
Goal Setting

• SMART Goals
• Specific
• Measurable
• Attainable
• Relevant
• Time sensitive

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Conflict
Destructive Conflict

• Adversarial positions
• Right vs. wrong
• No listening
• No alternatives offered
• Unyielding

• Issues/problems not defined
• Breakdown in communication
• Win/lose, lose/lose

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Conflict
Constructive Conflict

• Focus on issue
• Acknowledge
• Allow for venting
• Separate feelings from issues
• Active listening

• Allow reflection
• Repeat back
• Brainstorm alternatives
• Obtain agreement
• Win/win

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A Final Thought

• The conventional definition of management is
  getting work done through people, but real
  management is developing people through work.
• - Agha Hasan Abedi