Effective Performance Management for New Supervisors

1. APRIL 3-6, 2013, LONG BEACH, CA Effective Performance Management for New Supervisors These materials have been prepared by the CASBO Human Resources Professional Council (or CASBO Associate Member). They have not been reviewed by State CASBO for approval, so therefore are not an official statement of CASBO.

2. Audience Poll 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

3. Communication is Key It is very important to clearly communicate your expectations to an employee who is not meeting expectations 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

4. Communication Awareness Includes: • Seeking to build rapport • Understanding Personality Styles • Using “I” messages instead of “You” statements • Asking Effective questions 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

5. Examples of Effective Questions • What led to this decision? • What suggestions do you have for your improvement? • When will (said action) take place? • How do you plan to turn this situation around? • How do you plan to implement this change? • Why are you considering taking this action? 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

6. Listening Awareness Includes: • Demonstrating Empathy (people want to be heard and understood) • Restating and Rephrasing what is heard (voice volume and active listening) • Asking for clarification • Being respectful and other’s opinions and feelings 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

7. Covey’s Five Levels of Listening • Hearing but ignoring • Pretending to listen (“Yes”, “Oh”, “I see”) • Selective Listening (choosing to hear only what you want to hear) • Active listening, without evaluation (i.e. taking notes in a lecture) • Empathic listening (with intent to understand the other party) 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

8. Body Language Awareness includes: • Demonstrating receptive body language (mirror body language- except negative) • Maintaining good eye contact • Being aware of others’ body language • Matching your message with your body language 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

9. Strategies To Keep Problems From Becoming Chronic & To Get To The Truth When Dealing With Sensitive Issues • Observe • Ask open ended questions to identify conflicts and resentments • Listen effectively to get to the core of the issue • Use “I” message responded; confront and correct attitude problem • Match your message with your body language 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

10. Embrace communication with employees that is encouraging and supporting. • Listening and communicating back to employees results in a highly motivated employee. 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

11. Understanding Personality 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

12. Socializer Characteristics • Needs recognition and appreciation • Loves ideas, projects, and proposals • Friendly, outgoing in nature • Poor follow-through on task completion 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

13. Tailor Your Message To The Socializer By: • Speaking the language of recognition • Encouraging him/her to talk • Supporting follow-through on their ideas and projects • Using demonstrations • Giving them compliments 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

14. Director Characteristics: • Results oriented • Task-focused individual • Businesslike, assertive manner • Thrives on change 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

15. Tailor your message to the Director by: • Being well prepared • Speaking the language of getting results • Being task-oriented • Understanding and supporting their goals • Recognizing their contribution 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

16. Relator Characteristics: • Strong team player • Hates conflict • Friendly and considerate of others • Has difficulty with change 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

17. Tailor your message to the Relator by • Slow down and listen • Be friendly and sincere • Recognize their team efforts • Encourage input • Challenge them to accept change 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

18. Thinker Characteristics: • Task focused • Prefers accuracy and documentation • Likes facts and figures • Prefers order in the environment 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

19. Tailor your message to the Thinker by: • Using facts, logic, and structure • Being well-prepared • Providing documentation if needed • Go step by step • Clarify often 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

20. Types of Employee Personalities and Strategies to Address Them 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

21. Negativity in the Workplace 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

22. Negativity from employees results from: • Poor self esteem • Negative world view and perspective • Need for control • Authority issues • Sense of powerlessness • Need for attention • Chronic hopelessness 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

23. Negativity is manifested: • Internally by workaholic behavior, attempting to control all situations, or demonstrating a “know it all” attitude • Externally through backstabbing, playing the martyr, or becoming the “troublemaker” • Verbally through gossiping, cynical behavior, and apathetic remarks 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

24. Symptoms of negativity need to be identified early on: • Tardiness • Defensiveness • Hostility • Defiance • Negative put-downs • Lack of cooperation • Lack of respect • Emotional outbursts • Chronic hopelessness • Backstabbing 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

25. Determine if the negative situation is: • Situational or habitual • Personal or work-related Stress Emotional Problems Drug and alcohol abuse Financial problems Family relationship problems Legal problems Mental illness 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

26. Preventing Workplace Negativity • Negativity can spread like “wildfire” and impact the entire group. 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

27. To Survive a Negative Environment • Promote a positive, healthy environment • Develop an awareness of “negativity contagiousness” in the workplace • Recognize the need to take responsibility for employee attitudes toward the negativity • Support coworkers in clarifying their feelings. Get everyone’s perspective while remaining neutral and fair. This will help prevent employees from “taking sides” • Try to enhance employee self-esteem at work 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

28. Other Strategies for a Manager • Implement an open communication model • Allow employees to air their gripes before they become grievances • Be supportive of others • Reward and recognize positive actions and behaviors • Create an atmosphere that challenges negative explanations, attitudes, and assumptions • Provide factual information • Be committed to providing ongoing communication with employees • Encourage employee feedback on a regular basis • Be consistent and fair with how employees are treated 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

29. Addressing Behaviors 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

30. PROVIDING CONSTRUCTIVE CRITICISM: • Identify the behavior that needs to be addressed • Determine why the behavior is a problem • Plan effective ways to communicate message to employee • Discuss in private the needed changes in an employee’s behavior • Use “I” messages to discuss the behavior or performance issue with employee • Seek to build rapport in discussing situation • Explain clearly the needed change in employee’s behavior or performance • Assume personal responsibility for legitimate workplace grievances that are shared and follow up with the employee 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

31. PROVIDING EMPLOYEES WITH FEEDBACK 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

32. WHEN PROVIDING POSITIVE FEEDBACK: • Focus on results • Feedback needs to be consistent and powerful to motivate • Avoid sporadic feedback in communicating with employees • Acknowledge employee’s value and contribution 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

33. WHEN PROVIDING NEGATIVE FEEDBACK: • Find something to praise first in the employee’s performance • Preface correction with appreciation for employee’s work by specifically noting a contribution • Focus on behavior or performance issue that needs to be addressed • Encourage employee feedback and reflection on the situation • Seek mutual ways to resolve the situation • Discuss action steps by employee • Follow up after the meeting 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

34. Dealing with Emotional Behaviors 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

35. IF HOSTILE: • Allow employee to vent at first • Redirect the conversation to • calm the person down • Help the employee focus on the facts/issue • Ask questions to identify the real problem 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

36. IF ANGRY: • Reduce employee’s current state of mind • Use “slow down” techniques • Help the employee focus on the facts/issues • Identify the problem or source of employee anger • In unable to calm the angry employee, discuss the situation later 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

37. IF OVER WROUGHT AND HIGH WITH EMOTION: • Show empathy • Redirect the conversation to focus on the facts and issues • Ask questions to help the employee regain composure • Help the employee move toward a more resourceful state of mind • If unable to console, discuss the situation at a later time 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

38. Positive Intervention Strategies • Assume the difficult employee excels in a particular area and treat them accordingly • Speak the language of high expectations with them on a consistent basis & let them know you think they’re capable of success in their assigned tasks • Interrupt their negative behavior with a comment that reinforces positive behaviors as a way of focusing them on acting in more appropriate ways even though that might not be their natural tendency 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

39. Positive Intervention Strategies • Always find something positive about the employee’s work you can praise before addressing the problem • Expect a positive outcome with the employee, no matter what the past history, and let the employee know that is your expectation • Be clear; tell the employee what you expect from them- force the employee to accept responsibility for the actions that trigger formal termination processes. • Use the team play technique- involve the employee in forging a solution; encourage their input and discuss possible solutions 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

40. Motivational Communication • Employees are de-motivated when they are unsure of manager expectations and are motivated when managers create clear expectations and priorities. • Motivational communication by a manager motivates employees to take ownership and responsibility for their behavior and their performance 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

41. Motivated Employees Have • A sense of security • Personal power • Respect • Sense of control 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

42. What about the Performance Evaluation? 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

43. Start Performance Log (Notate good and bad) • Review Job Description and highlight in 2 colors, the duties he or she performs well and those he or she needs to improve upon • On separate document provide specific examples and the impact • Provide detailed and constructive directives and suggestions for improvement (“What does Meets or Exceeds look like?); don’t state the obvious • If you have lead the horse to water effectively, you have done your job! 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO

44. Questions? Alicia Schlehuber Director of Classified Personnel Escondido Union School District CASBO Human Resources Professional Council State Chairperson aschlehuber@eusd.org 2013 CASBO ANNUAL CONFERENCE & SCHOOL BUSINESS EXPO