1. Building Performance

2. Learning Objectives: Work effectively with staff and students in their sphere of influence Identify performance problems using a framework Plan a performance coaching conversation Work with their line manager to deal with poor performance issues iCVF Competencies: Developer, Monitor and Broker

3. 3 Factors Building Enthusiasm (Sirota, 2005) Equity/Fairness –People want to be treated fairly at work Achievement –People want to do important, useful work, and be recognized for this Camaraderie –People want to enjoy good relationships with their co-workers

4. Symptoms of performance problems (AIM) Low productivity Poor work quality Too many errors Wasted time Accidents Frustration Absenteeism Conflict with supervisors Lack of communication Lack of confidence Lack of teamwork Long coffee breaks Poor attitudes Staff complaints Student complaints Equipment problems

5. Identifying Performance Problems ? Symptoms of a performance problem Is there a difference between results wanted and those achieved? Is it worth the effort to rectify the discrepancy? Don’t have a performance problem No Yes No Use performance checklist to identify cause Yes

6. Performance Conditions Checklist Expectations –Does the student/staff member know exactly what is expected? Tasks Quality/quantity Priority/expected results Deadlines/timeframes How performance is monitored Aids & Equipment Best available Accessible Know where to find Know how to use and when Motivation Motivators provided when results achieved Motivators for poor performance

7. Sources of Motivation Problems in the Workplace (Pettapiece, 2003) Work overload Work underload Conflicting demands Responsibility without control Win-lose situations Line and staff conflict Dead end jobs

8. Performance Conditions Checklist Knowledge & Skill –Does student/staff member have all knowledge and skills required to perform the tasks to specified standards Capacity –Given above conditions exist, is student/staff member capable of achieving standards External Factors –Are there external factors eg domestic situation, ill health, etc

9. Case Studies Review case studies in groups of 3 and use the Performance Conditions Checklist to determine the cause of the performance problem in Scenarios 2-4

10. DVD “We Need to Talk”

11. Performance Discussion Motivating Communication –Purpose of interview –Quality of questions and statements crucial Obtaining evidence to make decisions Objective of interview Atmosphere and rapport Planning and conduct

12. Counselling for Performance Improvement Always focus feedback on behaviour/issues not the person Provide developmental feedback –based on observation; self - evaluation; probing Don’t try to get person to admit they are wrong Active listening essential Interviewee needs to obtain ‘ownership’ of how changes can occur –their help is necessary to resolve the issue Summarise understandings & how progress will be monitored

13. Activity Prepare a performance discussion plan in groups of 3 (select 2 scenarios)

14. Activity Role play in groups of 3 –Course Coordinator –Student/Staff member –Observer (use feedback form)

15. Next Session! Leading Change and Managing Resistance –Apply a range of problem solving models to support the change management process