copyright © 2009 first steps training and development. all rights reserved. 1 performance feedback...
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Copyright © 2009 First Steps Training and Development. All rights reserved.1
Performance FeedBack
Performance Coaching
Copyright © 2009 First Steps Training and Development. All rights reserved.2
Performance System Model
Opportunity to Perform
Define the Accomplishment
Road Blocks
Performer FeedBack
Undesired Accomplishment
Desired Accomplishment
Performer
Performance Sustaining
Consequences(+)
Performance Defeating
Consequences(-)
Performance Sustaining
Consequences(+)
Performance Defeating
Consequences(-)
Supports Organizational
Goals
Defeats Organizational
Goals
Supports Organizational
Goals
Defeats Organizational
Goals
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A Performance Gap exists when the Desired Accomplishment and the Observed Accomplishment are not the same.
The sum total of a Performer’s Behaviors relative to an Accomplishment equals the Accomplishment.
Performance FeedBack Conversations enable the Leader to Address the Behaviors which produce the Accomplishments.
Performance Gaps & FeedBack
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Three Performance FeedBack Tools
• Outstanding
• Above average
• Average
• Below average
• Problem performers
• Recalcitrant employees
Performance Coaching
Performance Accountability
Performance Compliance
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Typical Workplace Scenario
Your Challenge:• Coach Joe to reduce his processing time per order
The Opportunity to Perform:• Joe is a order entry clerk for the XYZ Zipper Co. He is one of four
clerks who are specifically responsible for processing the “house orders.” The standard for house orders is 6 orders input per hour. Joe consistently inputs 4-5 per hour.
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1. Praise Performance
2. Ask Questions to Understand the Situation
3. Review the Standard
4. Ask for a Solution
5. Get Commitment
Performance Coaching Process
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Praise PerformanceStep 1
Performance Coaching Process
• Accomplishment – related
• Productive Behavior To Be Repeated
• Sincere
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Ask Questions to Understand the Situation
Step 2
Praise PerformanceStep 1
Performance Coaching Process
• Identify your area of concern
• Ask open questions
• Listen; maintain objectivity
• Re-focus as needed
- Reference the Performance System
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Review the StandardStep 3
Ask Questions to Understand the Situation
Step 2
Praise PerformanceStep 1
Performance Coaching Process
• Ask or Say
• To the point
• Avoid “Policy is …”
- Better: “On our team, we …”
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Ask for a Specific SolutionStep 4
Review the StandardStep 3
Ask Questions to Understand the Situation
Step 2
Praise PerformanceStep 1
Performance Coaching Process
• Their solution, not yours
• Press for specifics
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Ask for CommitmentStep 5
Ask for a Specific SolutionStep 4
Review the StandardStep 3
Ask Questions to Understand the Situation
Step 2
Praise PerformanceStep 1
Performance Coaching Process
Copyright © 2009 First Steps Training and Development. All rights reserved.12
For more information, or to schedule a workshop, contact:
Toll Free: (800) 211-0871
www.FirstStepsTraining.com
Performance FeedBack