Sunday, February 21, 2010

Manage Staff Performance with Respect

This coming April 15-16, I’ll present “Performance Management” under sponsorship of University of Nevada-Reno. I encourage you to participate.
     One skill we build in performance management training is showing respect, concern, and empathy toward each employee when conducting the performance appraisal interview. That keeps staff motivated to build the profitability of your business.
     Here are a few of the tips to keep in mind:
  • Privacy. The ongoing feedback and coaching you give to staff can be done on the store floor. You wouldn’t do it in front of customers. Still, there are circumstances where it’s helpful to have other employees overhear the coaching of a single employee. Better yet is coaching a group of staff at one time. But when it comes to the performance appraisal interview, meet in a private setting with expectations of confidentiality. This doesn’t mean meeting in a closed-off location, though. Because you might be dealing with strong emotions, be sure both you and the employee have clear access to an exit.
  • Calm, concerned demeanor. Use a normal voice volume, pitch, and pace. Again, because there might be strong emotions, you’ll want to listen to yourself as you talk and stay aware of your posture and gestures. It can be difficult to tell an employee about areas in which they need to make improvements in order to meet expected standards.
  • Accurate accounts of cause and effect. Give examples of situations in which you saw the employee perform. Say what you saw and heard the employee do or fail to do. It is important to then explain what the consequences were for the success of your store. New staff often don’t know this. Long-term staff too often forget it. And the rest of your staff will benefit from being reminded.

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