Managing Employee Performance through Effective Feedback

June 16, 2016

Facilitated byAmy Castro, ICTS, 281.728.2248Email: Amy_Castro@ICTSTexas.comWeb: www.amy-castro.com

Why we need to provide regular feedback• Helps people find the motivation to do their best• Fix little problems before they become big ones• Reinforces “good” behavior so it continues• Help employees understand priorities• Helps build employee loyalty & retention

• What else?

9 Steps for Becoming a Feedback Hero

The fine print: simple is not the same as easy

Step 1: Know When to Provide Feedback

Provide Feedback . . .

•Daily (Ideally)•At least “regularly”•On-the-spot•Planned, scheduled sessions too

Step 2: Embrace the Why

of Employee Feedback

Coaching

Employee In

itial E

ffort

Dealing with PerformanceProblems

Step 3: Ensure employees have a chance to be successful

• Are expectations clearly communicated?

• Were there extenuating circumstances?

• Are employees aware of the benefits of great performance?

• Are there clear consequences for non-performance or poor

performance?

Step 4: Listen actively!

What’s your listening style?

Factual? Evaluative? Empathetic?

1. Employee complains about another employee’s performance.

2. Employee expresses concern about taking on an unfamiliar project.

3. Job candidate telling you about his qualifications

Step 5: Ask when you know you could tell

•What could you do differently? Asking•The next time, you should…. Telling

•What do you think the problem is? Asking•The problem is, you didn’t… Telling

Open or Closed?• Do you think this is a good idea?

• What did you think about Mary’s idea?

• How do you think we could do a better job?

• Are you saying you won’t help me?

• How could we make better use of your talent?

• You think you’re too good for this job, don’t you?

Step 6: Use nonverbal communication that reinforces your verbal message

• Facial expression• Eye contact/movement

• Posture• Hand gestures

• Movement• Vocal qualities

Step 7: Provide SMART Feedback

•Share only what you know to be true

•Make comments specific and behavior-oriented

•Address only what the individual can control/change

•Remember to provide positive AND improvement feedback

•Time feedback appropriately

1. Share exactly what the person did and/or said2. Share how the behavior created positive results3. Tie the behavior to a benefit

Step 8: Provide Sincere Praise Early and Often

Step 9: Provide Performance Improvement Feedback Early and Often

1. Share the behavior you observed2. Share the negative result3. Ask/Tell how the situation could be handled

differently next time4. Praise the new plan of action or repeat #35. Tie the new behavior to future positive results

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