Performance FeedBack

1. Performance FeedBack Performance Compliance

2. Performance System Model

3. Three Tools Outstanding Above average Average Below average Problem performers Recalcitrant employees Performance Coaching Performance Accountability Performance Compliance

4. Praise Performance Ask Questions to Understand the Situation Review the Standard Ask for a Solution Get Commitment Performance Coaching Process

5. Performance Accountability

6. Set the Stage State the topic, be specific Check for Understanding State the Objective Use “You” and “Differently” Check for Understanding

7. Facts and Reasons • State the trend • Review a recent example • Check for agreement • Ask for reasons • Write them down • Echo back • Summarize • Examine each reason thoroughly • Explain why first • Then accept or reject each reason • Ask: "What are you going to do differently in the future to…?"

8. Performance Compliance

9. Review Impacts Summarize the discussion Draw impacts, using open-ended questions, prompts and silence Summarize impacts Ask: "Now, do you see this as something you will fix?"

10. Tell Specifics and Give Consequences Tell the employee what you want done differently - have it written down Check for understanding Summarize the discussion in detail Draw possible consequences from the employee, using open-ended questions, prompts, and silence Summarize the consequences Again ask this question: “Now, do you see this as something that you will fix?

11. Get Specifics and Summarize When the employee acknowledges that he or she willdo things differently have him or her identify them Write down the things the employee will do differently, review them with the employee Gain commitment to action Structure follow-up Confirm commitment to action

12. Performance FeedBack For more information, or to schedule a workshop, contact: Toll Free: (800) 211-0871 www.FirstStepsTraining.com