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CIL-NET at ILRU1
CIL-NET Presents…CIL-NET Presents…
Staff Supervision and EvaluationA National Teleconference & Webinar
March 16, 2011
Presenter:
Melanie Lockwood HermanMelanie Lockwood Herman
CIL-NET at ILRU2
CIL-NET Presents…CIL-NET Presents…
Staff Supervision and EvaluationA National Teleconference & Webinar
March 16, 2011
Presenter:
Melanie Lockwood HermanMelanie Lockwood Herman
CIL-NET at ILRU3
Why establish shared Why establish shared expectations?expectations?
• The importance of clear expectations– Employees want to succeed!– Measurable goals– Timely feedback
• Essential starting point for performance management
CIL-NET at ILRU4
How to establish shared How to establish shared expectationsexpectations• Position description
– Consider breaking position into significant job segments and establishing performance standards for each segment
• Interview process• Orientation• Coaching during the “work review” period• Fearless feedback
CIL-NET at ILRU5
Employee Feedback and CoachingEmployee Feedback and Coaching
• What and When– Using feedback to reinforce positive behavior– Counseling employees to correct actions that are
inconsistent with the organization’s policies or the manager’s performance expectations
– Helping an employee perform at a high level
CIL-NET at ILRU6
Two Forms of CoachingTwo Forms of Coaching
• Communicating effectively– Be direct and candid– Be timely. Like a coach of a sports team, the
timing of your feedback is critical. – Focus on “what” (“the tone of voice you used in
the conversation with the client upset her”), NOT who the person is (“you’re rude to our clients.”)
– Refrain from editorial comments!
• Leading by example
CIL-NET at ILRU7
Employee CounselingEmployee Counseling
• Counseling is focused on changing behavior, not necessarily on improving skills
• Problem employees are disruptive… and can impact the effectiveness of small and large teams
• Problem employees also require a disproportionate amount of a supervisor’s time
• Workplace misbehavior rarely works itself out
CIL-NET at ILRU8
Counseling Session StepsCounseling Session Steps
1. Prepare – gather facts and plan what to say2. Opening – describe the problem as clearly
and specifically as possible3. Employee feedback – invite the employee
“side” of the story4. Strive for clarity – agreement about the
nature of the problem 5. Review alternative solutions 6. Discuss next steps
CIL-NET at ILRU9
Common Supervision MistakesCommon Supervision Mistakes
• Supervising too closely• Failing to keep an employee
informed• Failing to help employee see how
their work advances the organization’s mission
CIL-NET at ILRU10
Communication Tips for Communication Tips for SupervisorsSupervisorsLearn to Listen
– Especially important when emotions are high, in team settings, and when employees are sharing creative ideas
– Fundamentals of Good Listening• Focus on what’s being said, instead of what
you’re going to say next• Let employees finish before you respond• Restate what you’ve heard and request
clarification
CIL-NET at ILRU11
More Communication TipsMore Communication Tips
• Learn to Facilitate– As a supervisor, your job is to keep your team focused– Use questions to obtain information
• Closed questions yield yes/no answers• Open questions are great for obtaining input, e.g.,
what went wrong, how should we approach this?• Appropriate personal questions create camaraderie
• Use Discretion– Make yourself available for confidential conversations– Keep your promises of confidentiality
CIL-NET at ILRU13
Evaluating PerformanceEvaluating Performance
• How often?
• What form? What emphasis?– Basis for decisions-making– Employee development
• Trends:– Multi-rater assessments
CIL-NET at ILRU14
What are the Risks?What are the Risks?
• Conducting regular performance reviews:– creating a file that weakens your defense of future
claims– creating false expectations—reviews conducted but
no corrective action taken by employee or employer
• Failing to conduct regular performance reviews:– employees left adrift– grounds for discipline or termination lack back-up– lack of review suggests good performance when the
opposite is true
CIL-NET at ILRU15
Improving the ProcessImproving the Process
• Collaborate– Minimize adversarial aspect of
process– Rating tool development– Goal setting process
• pitfalls– Employee rating
CIL-NET at ILRU16
Improving the Process, cont’d. 2Improving the Process, cont’d. 2
• Use appropriate tools– Rating system– Different forms for different
positions
• Integrate risk taking
CIL-NET at ILRU17
Improving the Process, cont’d. 3Improving the Process, cont’d. 3
• Align appraisal with organization goals and strategies– Related to organization-wide goals
and strategies– Look for opportunities to nurture
strengths versus focusing on shortcomings
– Strive to strike a balance between aligning staff goals/needs with agency goals/needs and providing discipline and direction
CIL-NET at ILRU18
Improving the Process, cont’d. 4Improving the Process, cont’d. 4
• Include Action Plans– Whenever performance or
disciplinary problems arise
• Remember the Big Picture
CIL-NET at ILRU19
Performance Appraisal Do’sPerformance Appraisal Do’sFocus on behavior, not employee’s intent
– Impossible to prove employee is not trying or has a poor attitude
Recognize potential effect of change in supervisor… Trouble or turmoil – “Fundamental Fairness Formula”– Notice of expectations, performance counseling,
opportunity to correct performance failing in reasonable time period
Start performance appraisal at hiring…goal setting begins when employee accepts position
CIL-NET at ILRU20
Performance Appraisal Do’sPerformance Appraisal Do’s
Avoid subjective comments that aren’t job-related
Remember that the rater should be the employee’s supervisor– Make sure the person completing the appraisal
has personal experience supervising the employee, so that the comments on the appraisal reflect personal observation rather than rumor, reputation or hearsay.
CIL-NET at ILRU21
Performance Appraisal Don’tsPerformance Appraisal Don’ts
DON’T simply shift blame to employee - try:– We agreed on X… We’re not getting what we both
expected… What do we need to do to get on track?
DON’T respond yes or no if “not applicable” is appropriate
NEVER award undeserved marks– Never give an employee whose performance is
problematic a good raise or check a satisfactory or higher rating when the comments reflect performance concerns.
CIL-NET at ILRU22
Performance Appraisal Don’tsPerformance Appraisal Don’ts
DON’T make excuses for failure to meet expectations
DON’T save all of your performance and disciplinary feedback until the performance review
CIL-NET at ILRU23
Performance Appraisal ApproachesPerformance Appraisal Approaches
• Rating versus Ranking– Pros: ranking forces supervisors to draw distinctions;
competition may be good for the agency– Cons: ranking may harm morale in a collaborative
environment
• 360-degree feedback– Pros: can target weaknesses in teams; reviews better
linked to agency mission and goals– Cons: some folks may not be willing to provide honest
assessment of their supervisor
• Multi-rater feedback– Pros: multiple views of an employee’s performance, but
not as time-consuming and costly as a 360-degree review– Cons: may require more time than a single rater review
CIL-NET at ILRU25
Wrap Up and EvaluationWrap Up and Evaluation
• Please complete the evaluation of this program by clicking here:
• https://vovici.com/wsb.dll/s/12291g48f59
CIL-NET at ILRU26
CIL-NETCIL-NET
• Support for development of this Webinar/teleconference was provided by the U.S. Department of Education, Rehabilitation Services Administration under grant number H132B070002-10. No official endorsement of the Department of Education should be inferred. Permission is granted for duplication of any portion of this PowerPoint presentation, providing that the following credit is given to the project: Developed as part of the CIL-NET, a program of the IL NET, an ILRU/NCIL/APRIL National Training and Technical Assistance Project.