1. Building Performance

2. Building Performance Learning Objectives: • Work effectively with staff and students in their sphere of influence • Identify performance problems using a framework • Plan a performance coaching conversation • Work with their line manager to deal with poor performance issues iCVF Competencies: • Developer, Monitor and Broker

3. 3 Factors Building Enthusiasm (Sirota, 2005) • Equity/Fairness • People want to be treated fairly at work • Achievement • People want to do important, useful work, and be recognized for this • Camaraderie • People want to enjoy good relationships with their co-workers

4. Low productivity Poor work quality Too many errors Wasted time Accidents Frustration Absenteeism Conflict with supervisors Lack of communication Lack of confidence Lack of teamwork Long coffee breaks Poor attitudes Staff complaints Student complaints Equipment problems Symptoms of performance problems (AIM)

5. Identifying Performance Problems ? Symptoms of a performance problem No Yes Is there a difference between results wanted and those achieved? No Yes Is it worth the effort to rectify the discrepancy? No Yes Don’t have a performance problem Use performance checklist to identify cause

6. Expectations Does the student/staff member know exactly what is expected? Tasks Quality/quantity Priority/expected results Deadlines/timeframes How performance is monitored Aids & Equipment Best available Accessible Know where to find Know how to use and when Motivation Motivators provided when results achieved Motivators for poor performance Performance Conditions Checklist

7. Sources of Motivation Problems in the Workplace (Pettapiece, 2003) • Work overload • Work underload • Conflicting demands • Responsibility without control • Win-lose situations • Line and staff conflict • Dead end jobs

8. Knowledge & Skill Does student/staff member have all knowledge and skills required to perform the tasks to specified standards Capacity Given above conditions exist, is student/staff member capable of achieving standards External Factors Are there external factors eg domestic situation, ill health, etc Performance Conditions Checklist

9. Case Studies • Review case studies in groups of 3 and use the Performance Conditions Checklist to determine the cause of the performance problem in Scenarios 2-4

10. DVD • “We Need to Talk”

11. Performance Discussion • Motivating • Communication • Purpose of interview • Quality of questions and statements crucial • Obtaining evidence to make decisions • Objective of interview • Atmosphere and rapport • Planning and conduct

12. Counselling for Performance Improvement • Always focus feedback on behaviour/issues not the person • Provide developmental feedback • based on observation; self - evaluation; probing • Don’t try to get person to admit they are wrong • Active listening essential • Interviewee needs to obtain ‘ownership’ of how changes can occur • their help is necessary to resolve the issue • Summarise understandings & how progress will be monitored

13. Activity • Prepare a performance discussion plan in groups of 3 (select 2 scenarios)

14. Activity • Role play in groups of 3 • Course Coordinator • Student/Staff member • Observer (use feedback form)

15. Next Session! • Leading Change and Managing Resistance • Apply a range of problem solving models to support the change management process