FIND THE CAUSE OF A PERFORMANCE PROBLEM

If the cause of the performance
issue is ...

Then consider this type of
corrective action ...

#1

Work habit (lateness, unprofessional appearance, profanity, disturbing coworkers)

"Contract" — Work out an agreement with the employee to correct the problem by a specified date.

#2

Knowledge (doesn't know how to use spreadsheet software required for job, doesn't know procedures for processing a requisition, doesn't know standard method for answering phone)

Train — Depending on the scope of the knowledge that needs to be learned, you can demonstrate the appropriate procedure, have the employee work with an expert on the subject matter, or enroll the employee in training and follow up to ensure what employee learns is translated into improved performance.

#3

Competency (lacks interpersonal skills needed for effectively working on a team, has difficulty prioritizing tasks, doesn't communicate the unit's goals to employees)

Develop — The employee needs to learn the basics of the underlying competency and then begin rapidly applying on the job what was learned. You can support the development efforts by giving feedback, suggestions, and encouragement.

#4

Misfit (there is a mismatch between the job's requirements and the employee's skills, conflict between supervisor and employee is suppressing performance)

Redeploy — Determine the nature of the mismatch: What are the employee's strengths that are not being used? What is the nature of the supervisor-employee conflict? Find a more appropriate place for the employee, if possible.

#5

System (procedures are unnecessarily cumbersome, equipment breaks down, software is outdated, too many approval levels delay the process, employee's performance is dependent upon another group's completing the first steps of the process)

Fix the system — Look at the system or process and make adjustments necessary to enable the employee to meet expectations. If possible, involve the employee in working out the fix. If appropriate, enlist some expert help to "reengineer" the process. Help the employee work out collaborative arrangements with others on whom the employee is dependent.

#6

Expectation (results expectations are set too high, an irrelevant task is assigned high priority and this disrupts work on more important goals, expectations have not been clearly established)

Revise the expectations — Review the work plan and revise it to make sure it specifies the results needed to be produced by the employee. Weed out any tasks that are irrelevant and make sure expectations are clear.