Welcome to the Performance Management Workshop June 2012
Mar 29, 2015
Welcome to the Performance Management Workshop
June 2012
Performance Management Workshop
In This Session Discover the value of effective performance
management Examine two common challenges in Performance
Management:– Objective setting– Providing feedback and handling difficult conversations
Performance Management Workshop
Why conduct performance reviews? Enhance organizational effectiveness Motivate/engage employees –empower employees to take ownership
for results Promote employee growth and support learning and development Opportunity for clear communication and ongoing performance
dialogues between employee and manager Provide on-going constructive feedback on performance, identify
areas for improvement and establish a plan to meet expected performance levels
Provide an inventory of skills and abilities of each employee Provide data to assist in succession planning Provide legal documentation and assist in documenting performance
matters
Performance Management Workshop
What do performance reviews do? Define performance expectations to make certain
that job duties and standards are clear to everyone Appraise performance by comparing individual
performance with standards that have been determined using a uniform rating form
Provide a feedback opportunity where an employee’s performance and progress are discussed and plans made for any needed development
Performance Management WorkshopPerformance Management Cycle
Plan
MonitorReview
Performance Management WorkshopStage 1 - Planning
Planning stage provides both managers and employees the opportunity to work together to identify performance objectives that are aligned with and contribute to the achievement of department and overall organizational objectives. Successful approach is a collaborative approach where employees feel they have input into the work that they do.
Objectives detail what is to be accomplished by listing expected results, how it is to be done and the measures that will be used to determine success.
A goal or objective is an action statement of a desired outcome
Effective objectives are SMART objectives.
S=SpecificM=MeasurableA=AttainableR=RelevantT=Timely
Performance Management WorkshopStage 1 - Planning
Exercise: Started in 1960, the Dalmatian Humane Society is a non profit
animal welfare organization dedicated to the enhancement of animal welfare by preventing animal cruelty, providing adoption services, and educating the public on treating animals with respect and compassion. In 2012, The Dalmatian Humane Society has decided to re-group and create organization wide objectives to be carried out within all areas and levels of the association:
Finance - The Dalmatian Humane Society will increase revenue by 14% by 2014 in order to enhance services and reach more animals in need
Community - Foster a sense of community by connecting people to
the Dalmatian Humane Society and collaborating with community partners
Customer Service – Enhance and exceed expectations of customer
service to all clients and members of the public
Lets create a S.M.A.R.T goal for an Adoptions Coordinator based on the following objective
Finance - The Dalmatian Humane Society will increase revenue by 14% by 2014 in order to enhance services and reach more animals in need
Keep in mind the Adoptions coordinator role is to be Responsible for the day-to-day operations in the shelter including customer service, telephone reception, merchandise sales and promotion, adoption procedures and cash. Provides customers service to the public and ensures policies and procedures are adhered to.
Increase the number of cat adoptions within the shelter from 40 cats adopted a month to 50 cats adopted a month by September 2012 by developing a cat adoption campaign within the shelter.
S.M.A.R.T Goal Example
Goal-Setting: S.M.A.R.T Activity
Read the job description you have been provided and create 3 S.M.A.R.T goals for the position which reflect the 3 organization-wide objectives. Remember to use the S.M.A.R.T Approach to create goals which could be used on a performance review
Performance Management WorkshopStage 1 - Planning
Performance objectives should be: Individual, but tied to the employee’s key job
responsibilities, departmental objectives and organizational objectives
Jointly determined by the employee and their manager
Precise and clear Within an employee’s control, realistic Accompanied by a measure of success and time
frame Easily reviewed and assessed by the employee and
the supervisor
Performance Management WorkshopStage 1 – Planning Con’t
Planning Steps: Prepare the employee for the planning meeting by explaining meeting
expectations and outcomes. i.e. performance objectives. Jointly identify three to five areas in which you will set performance
objectives for the year. Prepare a draft of the performance objectives (utilizing SMART approach)
and come to an agreement about what success for each objective will look like.
Identify learning objectives that will help the employee grow in their skills, knowledge, and competencies.
Ask the employee if they see any barriers to accomplishing the objectives and, if so, determine what needs to be done to address them.
Performance Management WorkshopOngoing Feedback
Suggestions to provide feedback throughout the year:
Show interest in the employee’s performance and create a positive and open environment.
Listen and be open to the employee’s thoughts and suggestions.
Encourage self-appraisal from your employee. Be clear about what can and should be changed. Make your feedback practical. Describe the facts with concrete examples. Be specific. Give the conversation enough time so both you and the
employee feel that you have contributed.
Performance Management WorkshopOngoing FeedbackSuggestions to provide feedback throughout the year:Be direct, descriptive and talk about the factsBe timelyEffective feedback is not adviceStart good news or positive feedback with “you” and
constructive feedback with “I”Main purpose of feedback is to help employees
understand where they stand in relation to performance expectations
Remember reinforcing the positive encourages more of the same behaviour
Performance Management WorkshopOngoing FeedbackEffective feedback discusses what or how something is done – not why
Conversation Starters: “I have some feedback I’d like to share with you. When would be a good time
to meet?” “I need your help with what just happened. Do you have a few minutes to
talk?” ”I have something I’d like to discuss with you that I think will help us to work
together more effectively.” “I’d like to see if we might reach a better understanding about (topic/issue). I
really want to hear your feelings about this and share my perspective as well.” “I’d like to discuss….” “I have some thoughts about…..” “I need to provide feedback that is difficult to share….”
Performance Management WorkshopOngoing Feedback
Four step process for providing feedback:1. Describe the behaviour you’ve observed and wish to
change –be specific2. Explain why it needs to change. 3. Describe the results you are looking for4. Get feedback from them on next steps and what
needs to be done to resolve the issue
Performance Management WorkshopStage 3 – Review
Tips for Conducting Effective Performance Review Meetings
Be prepared. Book a meeting room away from day to day distractions and ensure that there
will be no interruptions Be direct and specific but be tactful. Provide objective factual work examples ie. number of errors, absences Do not get personal. Compare employee’s performance with a recognized
standard. (ie. These reports should normally be done within ten days.) Never compare an employee to another employee.
Encourage two-way communication. Ask open ended questions. Do not make any notes on the review form that you would not want the employee
to see. Document only issues that have already been discussed with the employee –no
surprises. Make certain the employee understands how you would like them to improve their
performance, and develop an action plan that shows steps to achieving specified goals with expected results and timelines
When problems are identified with performance, provide support (training, coaching, etc.) and adequate time for the performance to improve.
Performance Management WorkshopStage 3 – Review
What if the employee disagrees with the feedback you are providing?
Probe and ask questions to understand the feedback from their perspective. Ask the employee:
Can you provide examples that will show me what is not accurate about my assessment of your performance?
What do you think that I am misunderstanding about the performance that I have observed over the past year?
In the end if no resolution is sought, agree to disagree but as the Manager you can advise that the review will remain unchanged.
Performance Management WorkshopStage 3 – Review
Typical employee reactions and how to deal with them Denial Anger or aggression Retreating into a shell Showing their emotions by crying
Suggestion to deal with these reactions Recognize that defensive behaviour is normal. Do not try to explain a person’s behaviour to them. Provide more examples to support your evaluation.
Performance Management WorkshopStage 3 – Review
Suggestion to deal with these reactions – con’t Say the same thing in a different way. Provide an example
of what the opposite would be to help illustrate your point. Explain how this aspect of their performance affects the
success of the team and/or department. When anger strikes, remain calm and avoid getting into an
argument. Let the employee have a say then explain your position again calmly.
If the employee starts to cry stay calm and be empathetic. If the employee retreats into a shell try to draw them out by
using open ended questions and ask them for their suggestions on how improvements can be made.
What are the Most DifficultConversations??
1. Read the following difficult Employee Conversations2. Rank the Conversations from 1 to 10 (1 being the most difficult to 10 being the least difficult)
What are the Most Difficult Conversations??
Results from HR News Survey Top 10 Most Difficult Conversations
1. Telling an employee he/she has a hygiene problem2. Telling an employee your location is downsizing and he or she will no longer
have a job3. Informing an employee he/she is being demoted4. Telling a hard working employee that he/she isn’t likely to rise any higher in
theorganization5. Informing an employee his/her spouse’s behaviour was unacceptable at a
company event 6. Confronting someone who has stolen from the organization7. Confronting an employee who has been job searching at work 8. Talking to an employee about being late or missing work9. Confronting an employee who is spending too much time on facebook10. Confronting an employee who has pornography on their computer
What are the Most Difficult Conversations?? Reflection What makes some conversations more
difficult than others?
Do the results of the survey or your own results surprise you?
What difficult conversations have you had with employee’s and how did you deal with them?
Performance Management Workshop
http://www.youtube.com/watch?v=BqVBDXqf2vk&feature=related
Performance Management Workshop Comments to share or questions….
Additional information will be available on the Ontario SPCA Conference Website
Contact Information: Ontario SPCA, Human Resources, 1-888-
668-7722 Debbie Schepens, Ontario SPCA, ext 341 Jennifer Jordan, Ontario SPCA, ext 338
Performance Management Workshop
Thank You For Attending!