Dealing with poor performance ~ Part 4

Eliminate the gap

We said that the goal is to improve performance or prevent this happening again. This requires buy in and commitment from the other person. In order to change, there needs to be some incentive. The fear of the disciplinary process may be enough, but it is hardly motivating! Nor is it any guarantee of a change in behaviour.

Understanding the reasons enables us the come up with options, and to gain buy in we need to ask the employee for their ideas on how to improve. Sometimes a simple “don’t do it again” is all that is needed, but it may not be as simple as this.

For example if the issue is poor timekeeping, but the reason is there is no bus that gets them into work in time for the start of their shift, the problem wont just go away – can we change their shift times? Is there someone who passes who could give them a lift? Or they may be a carer or their partner / child is ill and cannot leave home until the nurse or help arrives.

Of course the problem may be down to a flagrant disregard of the rules, in which case you must first help the employee to understand the impact of their behaviour.  Homing in on the effect it has on his or her team mates, of the impact on guests, or the business may not be enough to get buy in. Focus on something that is important to this individual employee. An example might be making their job easier, being able to finish their shift on time, getting cooperation from their team mates, the opportunity to be considered for other roles, etc. The conversation needs to be tailored to suit the individual’s motivators.

Agree on an improvement plan.  This will involve gaining their commitment to improve, and may require some help from you or other members of the team.  Then agree how and when it will be monitored, as well as any consequences if there is no improvement.

Finally show your support and encouragement. If you suggest or imply they can’t or won’t improve it generally becomes a self-fulfilling prophecy.

 

Managing poor performance is key to effective leadership, and the skills needed will be covered in detail in my forthcoming online leadership coaching programme Leading for Peak Performance which is being launched in late September.

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