Presentation on theme: "Welcome to the Performance Management Workshop June 2012."— Presentation transcript:
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 employees performance and progress are discussed and plans made for any needed development
Performance Management Workshop Stage 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=Specific M=Measurable A=Attainable R=Relevant T=Timely
Performance Management Workshop Stage 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.
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 Workshop Stage 1 - Planning Performance objectives should be: Individual, but tied to the employees key job responsibilities, departmental objectives and organizational objectives Jointly determined by the employee and their manager Precise and clear Within an employees control, realistic Accompanied by a measure of success and time frame Easily reviewed and assessed by the employee and the supervisor
Performance Management Workshop Stage 1 – Planning Cont 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 Workshop Ongoing Feedback Suggestions to provide feedback throughout the year: Show interest in the employees performance and create a positive and open environment. Listen and be open to the employees 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 Workshop Ongoing Feedback Suggestions to provide feedback throughout the year: Be direct, descriptive and talk about the facts Be timely Effective feedback is not advice Start 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 Workshop Ongoing Feedback Effective feedback discusses what or how something is done – not why Conversation Starters: I have some feedback Id 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 Id like to discuss with you that I think will help us to work together more effectively. Id 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. Id like to discuss…. I have some thoughts about….. I need to provide feedback that is difficult to share….
Four step process for providing feedback: 1. Describe the behaviour youve observed and wish to change –be specific 2. Explain why it needs to change. 3. Describe the results you are looking for 4. Get feedback from them on next steps and what needs to be done to resolve the issue
Performance Management Workshop Stage 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 employees 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 Workshop Stage 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 Workshop Stage 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 persons behaviour to them. Provide more examples to support your evaluation.
Performance Management Workshop Stage 3 – Review Suggestion to deal with these reactions – cont 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.
1. Read the following difficult Employee Conversations 2. Rank the Conversations from 1 to 10 (1 being the most difficult to 10 being the least difficult)
Results from HR News Survey Top 10 Most Difficult Conversations 1. Telling an employee he/she has a hygiene problem 2. Telling an employee your location is downsizing and he or she will no longer have a job 3. Informing an employee he/she is being demoted 4. Telling a hard working employee that he/she isnt likely to rise any higher in the organization 5. Informing an employee his/her spouses behaviour was unacceptable at a company event 6. Confronting someone who has stolen from the organization 7. Confronting an employee who has been job searching at work 8. Talking to an employee about being late or missing work 9. Confronting an employee who is spending too much time on facebook 10. Confronting an employee who has pornography on their computer
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 employees and how did you deal with them?
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, Debbie Schepens, Ontario SPCA, ext 341 Jennifer Jordan, Ontario SPCA, ext 338
Performance Management Workshop Thank You For Attending!