monitoring performance(looking for what's going wrong and right)
TRANSCRIPT
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Monitoring Performance
Looking for What's Going Wrong and
Right
1Dr. Shahid Jan Kakakhel (Abdul Wali KhanUniversity Mardan)
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Key Points
A multistep process for understanding
performance relative to goals
The why and how of active listening
Common causes of poor performances
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Periodic Progress checks
The provide opportunity to remind employeesabout goals and importance of these goals.
It give you a chance to offer positive feedbackabout the good things that employee do.
Finally these checks can help you spot smallproblems before they become large one.
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Performance Gaps
They are the difference between a
subordinate current performance and what is
required.
These problems whether large or small are
performance gaps.
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People are not electric clocks.
You cannot just set them and forget them.
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Catch a problem early and you and employee
will be in better position to take correctiveaction and get back on track.
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Observe and Gather data
o To understand the situation, the person and the
work being done.
o Direct observation is the best way to do this.
o your mission shoul be to Identify strength and
weaknesses and to understand the impact that
the person work and behavior is on his coworkers
and on employee ability to achieve specific goals.
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1 st Step
o Routinely check employee performance against
stated performance metrics.
o If you have built monthly or quarterly milestones
into each subordinates annual goals, you will be
able to spot good performance gaps as theydevelop.
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1 st Step
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2nd step
To scrutinize the tasks that the employees is
not doing well.
What seem to be the causes.
Also look for the behaviors that interfere with
goal accomplishment.
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2nd step
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3 rd step
Avoid premature judgments.
One or two observations may give an
incomplete impressions.
Continue observing particularly if you have
any doubts about your perceptions.
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4 th step
Try to draw facts from other sources whenpossible.
When appropriate, discuss the situation inconfidence with trusted peers or colleagues.
Add their observation s to your own.
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5 th Step
Differentiate between lack of skill and lack ofmotivation
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6th Step
Finally listen carefully. A person may be asking for your help but you
may not be hearing. Ask yourself, Have I passed up chances to
listen. People dont always know what kind of help
they need or exactly how to ask for it.
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Common causes of Poor performance
As you observe, keep in mind that poor
performance may have a non obvious causes that
has nothing to do with lack of skill and motivation.
And that cause may be something you can do
something about.
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Common causes of Poor performance
Bad processes
Personal Problems
Relationship conflicts at work
Work Overload
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Common causes of Poor performance
Bad processes If you want better performance look to the work
process before you look for faults in the people
who run them.
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Personal Problems Something of non work nature may be the root
cause of poor performance. Alcoholism Drug Dependency Conflict in household Work-life balance
Common causes of Poor performance
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Relationship conflicts at work Any time you throw people together in a
workplace, there is a chance for conflict. Jealousy A Thwarted romantic interest Competition for attention Competition for promotion Visceral dislike
Common causes of Poor performance
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Are you part of the Problem
How often and to what extent have Iintervened in my subordinates area ofresponsibility?
To what extent have my own actions been asource of my subordinates problem?
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Move from observation to discussion
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University Mardan)
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Be an active Listener
Maintain eye contact Smile at appropriate moment
Be sensitive to body language Listen first and evaluate later. Never interrupt except to ask for clarification. Indicate that you are listening by repeating
what was said about critical points.
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Ask Right Questions
Open ended questions To explore alternative
What would happen if?................... To uncover attitude or need
How do you feel about our progress to date?
To establish priorities and allow elaboration What do you think the major issues are with this
project?
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Ask Right Questions
Closed ended questions To focus the response
is the project on schedule? To confirm what other person have
said So your big problem is scheduling your
time?
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Form and Test your Hypothesis
Observation, discussion, and questioning willeventually lead you to some hypothesis aboutthe nature and cause of the performance gap.
To test hypothesis ask others what they think. They may have entirely different viewpoint. Feedback from other sources provides a useful
reality check of you own views which may beprejudiced or inaccurate.
28Dr. Shahid Jan Kakakhel (Abdul Wali KhanU i it M d )