Performance Problems? Start Here.
Every manager has been there – you've got a team member who's not quite meeting expectations (or who isn’t meeting expectations by a long shot!), and you're just not sure how to handle it. Most of us tend to default to one of two not-great options: 1) Ignore the problem and hope it magically resolves itself, or 2) Share tentative feedback that isn’t received or understood.
It’s obvious that neither of these choices is actually going to result in the change you need to see in your employee, so it’s time to take a different approach.
First Thing’s First: Engage in Your Own Reflection
This step isn’t always super fun, but it is important. You need to pause and do some reflection on the potential source of the problem...which could be your management. Is the employee under-performing despite very clear expectations and feedback from you? Or, as you consider root causes, are you finding that maybe the employee may not really understand what’s expected, their goals, and how those goals are aligned with your organization’s goals? If it’s the latter, this is a moment to determine what’s missing and refine your management practices as a first step.
Put another way, reflection is a time for you to ask yourself if what you’re seeing is really a performance problem (which it well may be!), a management problem, or maybe both. If you’re part of the challenge, ensure you’re part of the solution as well.
Next Up: Provide Feedback and Do it Right
At Agile Talent, we like to use a four-part framework for providing feedback. We’ve outlined it in detail in this post, but broadly, you need to set up a meeting with the team member in question and ask them if you can reflect on their performance together. We call this gaining a “micro yes,” and it sets the stage for feedback to be heard.
Next, be specific about the issues you've observed. Don't just say "your performance isn't up to par." Instead, give concrete examples of where they're falling short and what the impact of those concerns are. Maybe they're not meeting deadlines, and it’s holding up other team members from finishing vital work. Whatever it is, be clear about what's not working and why.
From there, work with the team member to come up with a plan to improve. It’s important to involve the employee in this process versus just dictating what happens next. Ask them what they think they could do differently, and be open to their suggestions. Together, come up with some actionable steps they can take to get back on track.
Finally, set clear expectations moving forward. Make sure the team member knows what's expected of them, and when and how you'll be checking in along the way.
Lastly: Consider Your Options & Pick One
Sometimes, despite your best efforts, the direct feedback conversation about performance problems doesn't lead to improvement. In that case, there are a few options you can explore:
Target Support
Provide additional training or resources: Sometimes, a team member may simply lack the skills or knowledge they need to perform at the level you expect. In this case, providing additional training, coaching, or resources can help them improve. There may also be extenuating circumstances contributing to the performance problem that are not forever and which may be worth granting some grace around.
Up the Ante
Create a performance improvement plan: A performance improvement plan (PIP) is a formal process for addressing ongoing performance problems. It typically involves setting specific goals and deadlines for improvement, regular check-ins, and consequences if the team member fails to improve. In cases of setting up a PIP, it has often (not always) been determined that there is a mismatch between the employer and employee. A PIP allows the employee to come to this naturally or, in the best cases, results in enough improvement to keep the employee at the company.
Let Go
Reassignment or termination: While it's never ideal to have to let someone go, in some cases, reassignment or termination may be the best option for both the team member and the organization. This should always be a last resort, and should only be pursued if other options have been exhausted. Please make sure you’re clear on your company’s existing policies before engaging in this action! You most definitely need to work with HR and/or your company’s lawyer.
Remember, the goal is always to help your team members succeed and improve. As their manager, it’s your job to take ownership of your own management challenges and of the next steps with your employee.
Struggling with performance?
Agile can help. We offer science-backed, practice-based training designed to support managers with ensuring equitable responses to performance problems. We also provide structures and supports for employee handbooks and guidance on termination.
