Ugh…then reality turns sweet into sour. Live situations don’t match the training role plays or the workbook exercises.
Our success as managers is a function of our ability to select and apply the best practices we need to solve the performance issues staring at us.
Here’s a test case for you the puzzle through. See what you think and then we’ll compare notes at the end.
What about Bob? You decide.
Bob is an individual contributor who wants to become a supervisor. He’s been after his supervisor, Gail, for an opportunity to demonstrate his leadership skills and his readiness for a promotion.
Recently, Gail’s work group customer satisfaction ratings had declined, so she wanted to determine the root cause. She saw this as an opportunity to give Bob a chance to lead a team to develop an improvement plan.
Gail met with Bob, explained her expectations, assigned three coworkers as team participants for two hours each a week, and gave Bob a deadline to deliver an action plan. She also asked for bi-weekly progress reports.
After the first team meeting, Bob told Gail that he didn’t think the right people were on the team. He also requested more detail about what kind of action plan she wanted and tried (unsuccessfully) to negotiate more weekly meeting time.
After each team meeting, Bob was in Gail’s office asking for more particulars about what she wanted and for her approval of his meeting minutes before sending them out.
Bob then started having disagreements with team members and asked Gail how to handle them. He complained again that they weren’t the right people. Gail was spending almost 3 hours a week dealing with Bob.
To make matters worse, Bob submitted the action plan a week late. It lacked substance and did not have the full endorsement of the team.
What would you do?
This situation challenges us to put into practice all aspects of what we’ve been taught about managing employee performance.
Here’s my take on the performance management techniques that were at play. (The bold is what I focused on.) Gail used some techniques effectively but not others—at least not yet. What did you see?
Employee development: Gail decides to give Bob a chance to lead a team, an opportunity for professional growth aligned with his career aspirations. The project was important and created an opportunity to engage other employees by making them part of Bob’s team.
Project management: Gail recognized that process and accountability are important to team success, so she built that into her stated expectations for Bob when she asked for bi-weekly progress reports.
Coaching: When Bob started having disagreements with two of the team members, Gail needed to coach him on how to resolve conflict effectively, including some self-examination by Bob about his team leadership approaches.
Time management: Bob’s reluctance to act and/or inability to solve problems independently was costing Gail almost 3 hours a week. She needed to reestablish her expectations with Bob and hold him to them.
Performance feedback: Bob delivered an action plan… that lacked substance which was unacceptable on several levels. So, that assignment needed to be redone with or without Bob. Bob needed specific, documented performance feedback about his work, including initiatives for further supervisory skills development.
We need all the pieces.
Using performance management techniques in isolation only gets us part way. Each situation we face demonstrates how different best practices intersect, strengthening each other and delivering greater benefit to the employee, the company, and ourselves.
Effective management is both art and science. The people we work with are pieces of a complex puzzle which challenge our ability to solve problems. Individual performance management techniques are part of our toolkit. When we use them well and together, we can create a positive workplace experience.
So how do you size up this situation?
Photo from alasis via Flickr