Solving work problems: part 2

What are some of the common problems that are considered poor performance?

• Poor service – maybe even customer complaints.
  
• Lateness – late to work, late to meetings, reports late.
  
• Quality issues – mistakes, incomplete work, specifications not met, unsafe procedures.
  
• Communication problems – unclear, aggressive, lack of.
  
• Targets not reached – insufficient sales, products, goals.
  
• Unethical behaviour, not maintaining confidentiality, failing to report problems.
  
• Poor time management, disorganisation.
  
• Inability to follow instructions and agreed procedures.
  
• Poor supervision of staff, inability to manage resources, etc.

When performance is poor it is poor because there is a gap between expected standards and output. So how do we manage it?

With all staff we should focus on strengths and ensure we are continually giving acknowledgment – good positive feedback and encouragement for all the things done well, as this keeps people motivated and enthusiastic at work. But when there is a problem we need to ascertain what it is without blaming and by giving specific feedback (see step 1 in last week’s blog) and getting agreement that there is an issue.

Step 2: What’s causing the problem?
Once a manager and a staff member have agreed that a performance problem exists, work out what is causing the problem.

Don’t prejudge
Keep an open mind. Don’t jump to conclusions. Consider your contribution to the situation. Be open to what may be the issue. Poor performance may be caused by all sorts of factors – you may be surprised.

Listen and explore
Ask the person good quality open questions, in a positive tone. Use active listening and show empathy. Possible cause of work performance problems might include:

• lack specific skills and knowledge.
• lack of training in correct procedures.
• lack of clear understanding of performance requirements/standards.
• poor equipment.
• personal problems.
• conflicts with other staff.
• poor motivation, confidence or even overload.
• over-supervision or under-supervision.

Agree on cause
The manager and staff member need to explore all possible causes, then agree on the cause(s) that they will work on. This ensures that both of them are moving in the same direction to solve the problem.

Step 3: Solving the problem
Work out what can be done most efficiently and effectively to close the gap between the existing level of performance and the desired level.

Generate ideas
Try and come up with a few ideas, as the first idea may not be the best one, and ideally have the staff member come up with the ideas, as they will be likely to be more committed to the “fix” if they suggested it.

Possible solutions for poor work performance include:

• Training – specific skills, procedures, knowledge (on or off the job, or online).
  
• Clarifying standards and requirements.
  
• Providing regular support and feedback.
  
• Reviewing and changing work procedures and processes.
  
• Changing job role, requirements or hours of work.
  
• Providing more autonomy, responsibility, variety in job.
  
• Outside help, eg. for counselling, coaching, mediation, conflict resolution.
  
• More involvement in decision-making.
  
• Changing/improving equipment or upgrading workplace.
  
• Setting and sticking to priorities.

Action plan and review date
Write out a clear plan describing who is going to do what by when and agree on follow-up action. This will also ensure the performance counselling leads to something concrete. Set a review date and if the performance problem has been solved, give positive feedback and reinforce the improved performance.

If the problem has not been solved, the manager and staff member need to review their problem solving efforts and take any further action necessary.

Click here to see some of Heather’s case.

Eve Ash has produced 500+ training videos and resources for helping people develop their communication, leadership and service skills, see www.7dimensions.com.au, including the Improving Performance Series – a classic and popular series.