Identifying and Addressing Performance Concerns...Identifying and Addressing Performance Concerns 1....
Transcript of Identifying and Addressing Performance Concerns...Identifying and Addressing Performance Concerns 1....
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Identifying and Addressing Performance Concerns
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Objectives
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Identify indicators of potential performance concerns
Discuss strategies for providing effective feedback
Review possible barriers
Identify resources
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What are some work performance issues you face?
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Indicators of potential performance concerns
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• Work quality
• Attendance and punctuality
• Time management
• Behavior
− Interpersonal relationships
− Negativism
− Power games
− Poor communication style
− Physical behavior
• Resistance to change
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Scenario
Mary, a long-term staff member of ten (10) years, hurries into work.
She sometimes pushes coworkers aside in her rush to get to her work
area. She is frequently late. Her workspace is in disarray, and over the
last few months she has failed to meet several important deadlines.
As she ran in today she spilled coffee on an expensive piece of
equipment, damaging company property.
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What are the performance concerns in this scenario?
Which behaviors (interpersonal/physical) is Mary exhibiting?
?
?
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Five steps to constructive consultation
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1. Acknowledge2. Address 3. Seek staff input4. Support 5. Follow-up
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Acknowledge
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Begin with something
positive
Acknowledge past and present good
performance
Emphasize the employee’s value
to the organization
“Recognition for effective performance is a powerful motivator”
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Step 1: ‘Acknowledge’ with Mary
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How would you begin your conversation with Mary using the first of
the five steps . . . ‘Acknowledge’?
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Address
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Emphasize the problem that needs to be corrected
Provide specific
examples, dates, times
and situations
Share facts and reference specific
documentation
Focus on job performance
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Address (continued)
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Emphasize confidence in
the employee‘s ability to
address the issue
Set up an action plan with
reasonable time frames
Emphasize the employee’s
responsibility to resolve the performance
issue
Discuss consequences
should performance issues persist
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Step 2: ‘Address’ with Mary
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What might you do or
say next to ‘Address’
Mary’s behaviors?
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Seek staff input
• Behavior
• Productivity
• Needed changes
• Time frame
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Support
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Recommend the Employee Assistance
Program (EAP)
Explain the purpose and
confidentiality of the EAP
Offer assistance to the employee in making contact
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Follow-up
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Keep conversations between you
and the employee
private
Continue to monitor and
document work performance. Be specific in noting:
• Improvements• Declines
Make yourself available to
discuss concerns, provide guidance and support and
reinforce improvements.
Follow through with
normal disciplinary procedures
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Two months later . . .
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Mary is consistently getting to work on time.
She has met every deadline within the 60-
day period. What will you do?
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What barriers have you encountered?
Crying or emotional breakdowns
Rationalizations
Angry outbursts
Threats
Possible barriers
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Crying or emotional breakdowns
• Be supportive
• Stay focused on performance or behavior issues
• Refer personal issues to the EAP
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Rationalization
Focus on work performance
Avoid distractions or excuses
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Angry outbursts
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• Do not react
• Focus on job performance
• Reschedule meeting if anger escalates
• Notify security and human resources of threats
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Threats
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• Remind the employee of your responsibility to uphold company policy
• Assure the employee you will seek a solution that will help him/her and company
• Notify security, human resources and your legal department, and involve these departments in future meetings
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Resources
• Internal
−Human Resources Department (HR)
− Legal Department
− Security
• External
− EAP – Workplace Support
− Consultation
− Risk assessment
• Types of EAP Referrals
− Self/informal
− Formal
−Mandatory
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Your Employee Assistance Program
Call toll-free or visit us on the web
24 hours a day/7 days a week
Thank you!
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CONFIDENTIAL INFORMATION
This presentation may include material non-public information about Magellan Health, Inc. (“Magellan” or the “Company”). By receipt of this presentation each recipient acknowledges that it is aware that the United States securities laws prohibit any person or entity in possession of material non-public information
about a company or its affiliates from purchasing or selling securities of such company or from the communication of such information to any other person under circumstance in which it is reasonably foreseeable that such person may purchase or sell such securities with the benefit of such information.
The information presented in this presentation is confidential and expected to be used for the sole purpose of considering the purchase of Magellan’s services. By receipt of this presentation, each recipient agrees that the information contained herein will be kept confidential. The attached material shall not be photocopied,
reproduced, distributed to or disclosed to others at any time without the prior written consent of the Company.