How to Handle Poor Performance – 5 critical questions to determine the root cause
By: Eric Wann
Poor performance happens! While unfortunate, employees not performing to task allows managers to open the dialogue with their direct reports. For this conversation to be successful, managers must address this problem with a positive mindset and strive to learn how they can help the individual successfully do their job.
So, how do we approach the poor performance of an employee? We make certain that we understand the root cause of the performance issue and address it, head on. To help determine the reason for poor performance, ask these five critical questions:
Question #1. Is the poor performance caused by misunderstood expectations?
Miscommunication happens way too frequently. Poor performance often occurs when the employee and organization have two different performance targets. Address any misconceptions by clearly communicating all expectations and then asking the employee to explain their understanding of the expectations.
If there is a misunderstanding, the manager should explain again what is required verbally and in writing to ensure the employee understands fully.
If the answer to this question is “no,” move to the next question.
Question #2. Is the poor performance caused by a “mechanical” issue?
A mechanical issue is a problem that the employee does not have control over, such as a tool, a piece of equipment, or software that is either faulty or wrong for the task. The manager’s responsibility is to identify this problem and fix it immediately by providing the employee with what they need to succeed.
If the answer to this question is also “ no,” move to the next question.
Question #3. Is the poor performance caused by a “personal” issue?
A personal issue could be any problem with life outside of the office. It could also be an ongoing issue with an employee, customer, or manager. If the problem is outside the office, the manager could work with the individual to identify what it is and potentially devise a plan to help them. Ways to help them may include relaxation techniques, exercising, or having them “think before you respond.” If the problem is coming from within the organization, the manager needs to address the nature of the conflict. During this process, make sure to nip it in the bud quickly and to listen to all sides. Using the information collected, determine the underlying issue and work with all parties to find a solution.
If the answer to this question is also “no,” move to the next question.
Question #4. Is the poor performance trainable?
If poor performance is trainable, focus on determining the resources they need to do the job. Ask the employee what they think they need to improve and listen to why they are frustrated. Verify their claims with your investigation to determine what training will help them be successful. Remember that training to support job performance is helpful only when the issue is a skill or knowledge concern. Training is not the answer to every situation.
If the answer to this question is also “no,” move to the next question.
Question #5. Is the poor performance caused by the manager managing the employee incorrectly?
Remember, each employee is an individual and must be managed case by case. If how you are working with this employee does not help them be their best, focus on getting to know them better and schedule one-on-one time with them. These get-togethers could be a coffee, lunch, or even a break in the day to take a walk outside. Understand what motivates them and create the environment that will keep them engaged.
If the answer to all of these questions was “no,” it is possible that the employee does not have the talent needed for success in their current position. It may mean looking within your organization for a better talent match. If a better job does not exist, you may need to part ways. While this is not ideal, both parties will be better served in the long run.
The five questions listed here are important to ask and devise a plan that meets the needs of poor performance. When asking these questions, be thorough and don’t assume the employee doesn’t care or want to do a great job. Manage performance in a way that demonstrates you want this employee to succeed.
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Warren Whitney’s HR team works with business leaders to strategically evaluate your best path forward. Our work includes strategic direction, in-depth compensation and benefits analysis, organizational structure and planning, as well as performance management. If you have any questions or seek further clarification, please call us at 804.282.9566 or email Stephanie Ford at sford@warrenwhitney.com. We do not charge for the initial call. We want to learn more about your business needs.
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