Performance Strategies, Inc.

Got Poor Performers? Part I

Working in several industries and holding almost every position in human resources I saw both the good and not so good side of humanity. While there were many wonderful employees who often went above and beyond the call of duty, there was never a lack of daily disciplinary issues.

However, never do I recall an employee saying, "Yup, when I got up this morning, I
thought about how many ways I could let my boss and co-workers down today." Or, "The only reason I came to work today was to see what systems, equipment, or processes I could mess up”

There is often poor performance, but rarely is it intentional. There are reasons for poor
performance. This and next month's newsletters will look at a combined total of
seven common behavioral issues resulting in poor performance. We will also take a look at the reasons behind them, and offer some suggested solutions.

1. Employees do not know how or what they should do

Reasons:

• Lack of training and instructions
• No standards established and/or unclear directions given
•You assume the employee knows what to do
• Employees hold a narrow view of their job

Solutions:

• Provide training and allow for practice time

In March 2008, a report by the Society for Human Resource Management (SHRM), states that training is not only a business need but a "societal
need" as well. Training isn't just for tasks anymore. It has brought under its
umbrella, customer service, and career development thus fostering employee, team and organizational productivity. Effective training is designed, and delivered to directly impact your organization's business objectives. Practice time is important and trainers who understand how to train one-on-one are worth their weight in gold.

Training can also be used as part of your rewards package for your employees. Providing cross-training helps eliminate lapses in service to your guests, tames boredom, keeps your employees sharp, and helps them appreciate the bigger picture. Other training such as CPR/First Aid, self-defense, cultural, gardening, etc. can serve as valuable perks for your staff.

• Establish standards and clearly communicate these to employees. Set expectations.

Standards are established through a benchmarking process. Let the job tell you what it needs to meet your business objectives. Then match the employee to the job through the use of an effective hiring system.

Communicating the job and your business objectives should include an up to date job
description for every employee, mandatory attendance at orientation, and appropriate
training. Expectations should begin being communicated during the hiring interviewing process, in orientation, (at both the general and departmental level), training, coaching, and during performance reviews.

• You assume the employee knows what to

You KNOW what they say about assuming!

• Plan projects and assignments with employees. Paint a clear picture of the employees' role.

2. The reward of consequence is for not doing what should be done

Reasons:

• Efforts are not noticed or awarded. Employees develop a "why bother" attitude.
• Errors are corrected by the manager or another employee.
• If employees are resistant to difficult assignments, easier ones are assigned
• Tasks may be completed and praise given for their accomplishment, however, cooperation and getting along with others is not addressed.

Solutions:

• Acknowledge and reward

This sounds simple, but it seems to be a difficult task for the manager who doesn't
understand the importance of recognition to the employee. Not only is this important for every manager to know, but it's even more important to understand how each employee is motivated. This can be solved with a simple assessment available on-line. Call us for more information.

• Employees need to carry the responsibility for completing their respective tasks.
If one person can do the tasks of two people, then you have two, too many employees. If managers are correcting mistakes, then they're not managing properly and their time, energy, and focus are not being effectively utilized. Everyone loses on this one - especially your customers.

• Be sure the employee is clear on tasks and assignments.

If a task is too difficult, this begs the question, "Why was this person hired for this
position?"  You may consider that the job has changed and needs to be benchmarked for a higher level of talent. If the employee is consistently given easier and easier tasks, your profits and resources will be drained accordingly.

• This may be the "difficult employee"

Regardless of employees’ accomplishments, having poor people skills can destroy
productivity and team spirit. Address this immediately and be sure you have measurement tools in place for this in your hiring system.

If the employee is already on board, he/she may not be aware of his/her behavior and how it offends coworkers or guests. Coaching may be appropriate here. Call us for a
complimentary 25 minute demonstration of our coaching process.

3. Employees think they are doing just fine

Reasons:

• Lack of feedback
• Feedback not timely
• Lack of accountability

Solutions:

• Track performance regularly

Feedback given too long after an incident is ineffective.

Employees think, "If it took you so long to tell me, it must not have been very
important." Employees tend to give the same value to assignments and scenarios as does every level of leadership.

• This is best conducted by building in check points with deliverables when a project
is assigned.

This ensures that missed deadlines are addressed in a timely manner, accountability
is honored, and the internal and external customers are served in a timely manner.

How PSI, Inc. Can Lead Your Company Through Successful Change:

By now, you're probably figuring out that change isn't always as easy as it looks. But that shouldn't take away the fact that, despite the challenges, the right kinds of changes are always worth it. The secret, of course, is getting the right kind of help.

With more than twenty years real-world experience in change and productivity, PSI can work with you to begin the New Year on the right foot. We've helped some of America's top companies hire, train and develop their employees with an eye for getting more out of their human resources and the bottom line. Our success has been built on the four pillars of any continuous improvement plan:

PSI offers a variety of assessments, tools and processes to help individuals and organizations reach optimal success. With our experience in government, hospitality, manufacturing, medical, and education – not to mention dozens of other industries – you can be sure we can help you take your team to the next level.
•• Call us at 404.320.7834 or 1.800.906.7834 today for a no obligation consultation. If you're looking for an affordable yet effective way to reduce costs, improve productivity and increase profits, then we want to hear from you.

All rights reserved Diane Bogino. You are free to use material from the Performance
Strategies, Inc. newsletter in whole or in part, as long as you include complete
attribution, including live web site link. Please also notify me where the material will
appear. The attribution should read: "By Diane Bogino of Performance Strategies, Inc."

Please visit Diane's web site http://www.performstrat.com for additional resources for professional service businesses.
(Make sure the link is live if placed in an eZine or in a web site.)
Edited by Matthew Aaron: http://www.matthewaaron.com

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