1. Performance management and employee well-being

2. Introduction Training outline: What is performance management (PM)?
How does PM affect your health and well-being?
What can you do about it?
Letter
Survey

3. What is performance management?
Definition:
The process of creating a work environment where people are enabled to perform to the best of their abilities
Examples:
Remote monitoring
Use of scripts
High sales targets
Focus on quantity of calls, call handle times, wrap-up time, time between calls etc.
Rating criteria and feedback
Discipline

4. UNI’s report
This kind of PM causes repetitive strain injuries, stress, anxiety and burnout
Reason: PM lowers employees’
control over the work
ability to develop and use skills
ability to deal with emotional work
capacity to cope with high demand
Intense PM does not mean better performance or higher quality

5. Solutions A different kind of PM is possible!
UNI’s report gives four solutions that improve well-being (and performance)
Cross-train employees to handle different call types
Increase employee control over working methods and times, reduce use of scripts
Adopt developmental approach to monitoring
Increase employee involvement in setting targets

6. What you can do… • Sign letter to employer and demand change
• Take UNI’s online survey