1 PERFORMANCE MANAGEMENT COACHING AND PERFORMANCE GEORGIA PERIMETER COLLEGE Module 2 Coaching and Performance with the GPC Strategic Plan
2 Agenda 1. Performance Management Process The Next Plateau 2. Aspects of Coaching At GPC 3. Coaching for Performance enhancements / Improvements 4. Leadership Influence Levels At the end of today's session, please complete the Survey before leaving. (The survey will also be used for attendance)
3 Testing / Learning Objectives Ways to analyze employee performance. Determining if an employee is able to change a behavior. The four main parts of the GPC Coaching Model. Five steps in enhancing/improving employee performance. Understand why coaching for employees differs from one person to another.
4 Performance Management Training and Competencies Performance Conversations High Performing Teams Performance Management Continuous Improvement and Learning Planning and Implementation Supervisor s Role in Team Communication and Employee Recognition Transparency Inclusiveness Performance Management Communication Performance Management Overview Goal Setting and Accountability Performance Management Planning and Implementation Innovative Solutions Organization Accountability Improving Problem Performance Performance Management High Performing Teams Planning and Implementation Diplomacy
5 Performance Management Training Performance Conversations Information Gathering Recognition Feedback Enhance/Improve Performance Supervisor s Role in Communication and Recognition Team communication Day-to-day feedback and recognition Optimism and emotional intelligence Performance Management Overview Goal Setting and Accountability Employee strategic goals Personal development goals Holding employees accountable Improving Problem Performance Coaching for performance improvement Plans/goals for improving performance Disciplinary action
6 Quote: The magic comes when two people communicate, break through their problems and obstacles, celebrate their success, and plan for more. -K. McKirchy
9 Truths, Fallacies A. GPC Performance Management Overview F Supervisors are omniscient, they see everything T Supervisors do not see everything, miss some things and sometimes take vacations. S Solution: Train supervisors very well in the science of supervision and require employees to be highly involved in the performance process.
10 Truths, Fallacies B. GPC Performance Management Overview F T S Appraisal instruments contain all the important dimensions of performance It is not possible to account for all performance dimensions for all positions and for all types of employees on any single appraisal instrument. Solution: Performance management systems should consist of a process versus a form with narrowly defined purpose performance improvement
11 Truths, Fallacies C. GPC Performance Management Overview F Coaching is not the managers job. T S Coaching is a perspective that can be applied to management in any business Solution: Integrate supervision with coaching skill to create the best experience.
12 Truths and Fallacies Review GPC Performance Management Overview
13 Performance Management From The Encyclopedia: GPC Performance Management Overview Read... Performance Management refers to the ongoing process of setting goals, self-assessment, manager assessment, coaching, development planning, and evaluation.
14 Performance Management Process Outcomes GPC Performance Management Overview Position Description Performance Standards Planning Managing /Coaching Supplemental Employee Development Measurable Results Feedback / conversations Completed Performance Evaluation Goals Evaluation
15 New Rating Scale Handout # 2 The Process Did Not Achieve Results Partially Achieved Expected Results Achieved Expected Results Achieve More Than Expected Results Exceptional Achievement
16 1. Performance Management Features GPC Performance Management Overview Features Future Oriented Non Evaluative (Does not only Evaluate) Feedback Based Dialogue Driven
17 1. Performance Management Features GPC Performance Management Overview Features Collaborative Operational Investigative Continuous
18 1. Performance Management Features GPC Performance Management Overview Features Multidimensional Corrective Integrative
19 Integrative: GPC Performance Management Overview To form, coordinate, or blend into a functioning or unified whole: unite Supervision Performance Management
20 Section Two Performance Conversations
21 Performance Management Prerequisites Before the performance conversation model can be fully employed, there are several prerequisites 1. Work should be designed to keep employees engaged. 2. Supervisors must partner with employees in a way that allows them to do their best work. 3. The performance management process must be aligned and coordinated to work with the GPC strategic plan in achieving optimal performance.
22 Starting with the end in mind! You have completed (or updated) the Position Description. You have contacted HR and checked into any concerns in regards to Position Descriptions changes. Together, you and each team member have drafted a set of goals that support organizational Objectives and Goals. Each team member has formulated Plans; and depending upon the amount of research this entails, you have decided to either finalize immediately or meet in two or three weeks to finalize.
23 Activity: What is X Theory Management? GPC Performance Management Overview Please list aspects of X Theory Management: Sticks and Carrots Negative Reinforcement Boss and Employee Control Machine Models of Productivity
24 What is X Theory Management GPC Performance Management Overview X Theory Sticks and Carrots Negative Reinforcement Boss and Employee Control Machine Models of Productivity Y Theory Empowerment Engagement Employee Involvement Knowledge Management Job Enrichment Coaching Please write answers on your Handout!
25 Analyzing an Employee s Performance GPC Performance Management Overview GPC Personal Observation Reports /Performance related data Speaking with Others, Internal / External
26 Determining if an employee is able to change GPC In addition, your employee may be restricted by other types of deficiencies which contribute to poor performance, but which cannot be resolved through coaching. For example the situation may include a : Lack of technology Lack of policies / procedures Lack of vision / strategic intent of the organization Lack of tools Poor Process Lack of support / cooperation from other departments / work groups
27 Performance Improvement Conversation GPC Before you can offer the appropriate direction or support, you must first understand and diagnose the type of problem each employee is facing. For example the team member may not: Understand how to find the information he needs Have the competence to compete the task Have access to a complete set of directions Want to do the assignment in the way it was designed Believe the task is valuable in the organization Have the ability to complete the assignment
28 Recognizing Behaviors GPC In each situation the reason the employee is not performing differs; For example the team member may have a : Lack of knowledge Lack of skill Lack of motivation Lack of confidence
29 Recognizing Behaviors GPC In each situation the reason the employee is not performing differs; For example the team member may have a : Lack of tools, eg. technology Lack of policies / procedures Lack of knowledge Lack of skill Lack of motivation Lack of confidence
30 Creating the Best Opportunity for Success Other Considerations Changing the performance objective Adjusting the performance measurement Altering the inputs or information supplied to the employee to achieve the objective Changing the requirements around the completion of the objective Altering the process
31 Creating the Best Opportunity for Success Other Considerations Changing other requirements that impact the employee s time Providing more continuous feedback Introducing new consequences for deficient performance Introducing new learning opportunities Allowing more focus / practice time
32 Enhance / Improve Performance Only ask an employee to enhance / improve performance, if it is in the employee s control to do so!
33 x y 2 + = Great Performance
35 Section Three Coaching
36 High performing organizations High performing organizations of the future will have one thing in common- they will treat employees well If Managers have a theory X perspective, nothing can be done to produce a high performing organization, because the employees will not give their very best performance to an organization they believe doesn't deserve their very best.
37 Activity: Coaching Challenge List aspects of coaching, what great coaches do
38 Handout # 3 Activity: Coaching Challenge 2 GPC Write the terms below in the squares in the matrix. One term per square. You choose the square where you want the term. When you are finished you will have created your own individual Coaching Challenge game card. Listening Performance Teamwork Feedback Appraisal Expectations Counseling Communications Delegating Recognition Networking Orientation Trust Training Goal Mentor
39 Performance Management Prerequisites Before the performance conversation model can be fully employed, there are several prerequisites 1. Work should be designed to keep employees engaged. 2. Supervisors must partner with employees in a way that allows them to do their best work. 3. The GPC Strategic Plan must be aligned and coordinated to work with the Performance Management Process in achieving optimal performance.
40 Aspects of: Coaching At GPC 1. Information Gathering 2. Recognition 3. Feedback 4. Enhance / Improve Performance
41 What Do We Mean by Coaching? Coaching employees means different things to different people. People usually mention two or three of the following items. Providing and clarifying direction Encouraging the development of performance and goals Giving feedback and listening to create Trust Serving as a source of expert guidance and advice Making suggestions for improvement Helping people with their work Providing encouragement and building self- confidence Enhancing / Improving Performance
42 Coaching: The Four Primary Task Providing and clarifying direction Encouraging the development of performance and goals Giving feedback and listening Serving as a source of expert guidance and advice Making suggestions for improvement Helping people with their work Providing encouragement and building selfconfidence Motivating and keeping up morale Removing barriers and providing resources Providing technical training (develop skills, knowledge, abilities) Assisting and guiding career development (advancement and education) Supporting people in personal development (e.g. relationship, political issues) 1. Information Gathering 2. Recognition 3. Feedback 4. Enhance / Improve Performance
43 Understanding the Coaching Model Information Gathering Recognition Monitor Employee Performance Determine Ways To Motivate/Improve The Situation Feedback Share Constructive Feedback Enhance / Improve Guidance and Direction
44 Understanding the Coaching Model Information Gathering Monitor Employee Performance In the first component of the Coaching Model, you will use the output of the planning phase. Position Description, Performance Objectives, and Performance Plans. You will observe each team member s performance in these area's, and note behaviors indicating success or growth potential in carrying out these duties. Talk with others who interact with the employee to get feedback as well.
45 Understanding the Coaching Model Recognition Determine Ways To Recognize Motivate As the behaviors are monitored, you will need to determine if the behaviors you observed are appropriate for recognition. Module 3 brings more focus to this area.
46 Understanding the Coaching Model Feedback Share Constructive Feedback Sharing feedback is ongoing and continual; therefore, it should be developed and delivered in a constructive, caring way. However, ultimately it is important to determine if the direction and or/support you provided helped or not. If it did, celebrate together. (If not, provide constructive feedback and then return to the first component of the coaching model (Info Gathering) to observe new behaviors, diagnose requirements, determine new ways to support, determine if employee has the ability to change based upon internal and external factors.
47 Understanding the Coaching Model Enhance / Improve Guidance and Direction In moving towards performance conversations, consideration must be given to key aspects in advance. Follow the GPC model to ensure each detail is covered leading to the Five Steps in Enhancing / Improving Employee Performance.
48 GPC Coaching Considerations for Conversations Preparing the performance conversations Provide recognition of behavior you wish to sustain, accomplishments, progress towards goals Observe employee behavior / job performance Provide constructive feedback including useful information, guidance, clarification / re-direction, changes in process / procedure, etc. Determine if there maybe problems that require improvement or opportunities to enhance performance If Yes Seek additional information from employee and others
49 GPC Coaching Considerations for Conversations Does the employee have what is needed to change behavior? Seek additional information from employee and others Does employee have the knowledge, tools /resources required to make the desired change? Can the employee control / change process? If yes to all 4 questions If no to any question Have any identified obstacles been addressed and eliminated? Determine what you can do to change any no s to a YES
50 GPC Coaching Considerations for Conversations OPEN Clarify & Confirm If yes to all 4 questions Work with employee to enhance / improve performance Explore Agree Close
51 GPC Coaching Considerations for Conversations OPEN Set the stage Review the agenda State the purpose & why it is important State the desired outcome & why it is important Enhancement-> focus on getting even better Improvement-> focus on improving a problem Clarify & Confirm Fact find, discuss, listen Exchange background information Outline issues, concerns, objections Respond to questions Enhancement-> focus on how they do it now, what works, what could be even better Improvement -> focus on what they do now and why it is better to change
52 GPC Coaching Considerations for Conversations Explore Agree Ask questions Seek & share ideas & suggestions Develop alternative solutions and actions Challenge assumptions Check for mutual understanding: agree to solutions & actions. Develop a plan: who will do what and when Enhancement-> focus on ways to do it even better for efficiency / effectiveness Improvement-> Focus on ways to improve in order to eliminate problems Enhancement-> Ensure there is understanding of the value of change Improvement -> Ensure understanding of why things must change
53 GPC Coaching Considerations for Conversations Close Summarize understanding, agreements, & follow-up actions End on a positive note: express appreciation, confidence, enthusiasm, etc. Establish time to follow-up Enhancement-> focus on positive impact on efficiency, services to students / continuous improvement Improvement-> Focus on job performance, process, team work!
54 OPEN Set the stage Review the agenda State the purpose & why it is important State the desired outcome & why it is important Enhancement-> focus on getting even better Improvement-> focus on improving a problem Clarify & Confirm Explore Fact find, discuss, listen Exchange background information Outline issues, concerns, objections Respond to questions Ask questions Seek & share ideas & suggestions Develop alternative solutions and actions Challenge assumptions Enhancement-> focus on how they do it now, what works, what could be even better Improvement -> focus on what they do now and why it is better to change Enhancement-> focus on ways to do it even better for efficiency / effectiveness Improvement-> Focus on ways to improve in order to eliminate problems Agree Close Check for mutual understanding: agree to solutions & actions Develop and action plan: who will do what and when Summarize understanding, agreements, & follow-up actions End on a positive note: express appreciation, confidence, enthusiasm, etc. Establish time to follow-up Enhancement-> Ensure there is understanding of the value of change Improvement -> Ensure understanding of why things must change Enhancement-> focus on positive impact on efficiency, services to students / continuous improvement Improvement-> Focus on job performance, process, team work!
55 Understanding the Coaching Model Enhance / Improve Guidance and Direction Five Steps in Enhancing / Improving Employee Performance 1. Open 2. Clarify & Confirm 3. Explore 4. Agree 5. Close Handout # 4
56 Understanding the Coaching Model Enhance / Improve Guidance and Direction Open Set the stage Review the agenda State the purpose & why it is important State the desired outcome & why it is important
57 Understanding the Coaching Model Enhance / Improve Guidance and Direction Clarify & Confirm Fact find, discuss, listen Exchange background information Outline issues, concerns, objections Respond to questions
58 Understanding the Coaching Model Enhance / Improve Guidance and Direction Explore Ask questions Seek & share ideas & suggestions Develop alternative solutions and actions Challenge assumptions
59 Understanding the Coaching Model Enhance / Improve Guidance and Direction Agree Check for mutual understanding: agree to solutions & actions Develop a plan: who will do what and when
60 Understanding the Coaching Model Enhance / Improve Guidance and Direction Close Summarize understanding, agreements, & follow-up actions End on a positive note: express appreciation, confidence, enthusiasm, etc. Establish time to follow-up
61 What Are You Gonna Do? GPC Performance Management Overview # 5, 6, 7,8 Handout 1. A person s performance, which has been good, begins to slip; 2. A person is having trouble meeting commitments; 3. A person obviously needs help resolving a problem or 4. A person comes to you and ask for assistance.
62 Section Four Leadership Influence Levels
63 Influencing People Influence Levels 1. Position 2. Permission 3. Production 4. People
64 Influencing People 1. Position Level: People follow you because they have to. Certain rights given like at work
65 Influencing People 2. Permission Level: People follow you because they want to. This is the first relationship level. People like you
66 Influencing People 3. Production Level: Results now things are better because of your influence. You are growing the organization. Morale and momentum kicks in.
67 Influencing People 4. People Level: Results now people are better personally because of your influence. You are growing the people. Loyalty kicks in.
68 Influencing People the Real Difference 3. Production Level: growing the organization 4. People Level: You are growing the people personally How do you get to Level 3 and 4? GPC Coaching
70 Situational Leadership # 9 Handout Low Directive and High Supportive Behavior Low Directive and Low Supportive Behavior High Directive and Low Supportive Behavior High Directive and High Supportive Behavior D1 Low Competence High Commitment D2 Low to Some Competence Low Commitment D3 Moderate to High Competence Variable Commitment D1 High Competence High Commitment
71 Steps in Situational Leadership. 1. Make an overview per employee of his/her tasks 2. Assess the employee on each task (D1 D4) 3. Decide on the leadership/ (management) style per task (S1 S4) 4. Discuss the situation with the employee 5. Make a joint plan 6. Follow-up, check and correct
72 Steps in Situational Leadership. Strengths of the Situational Leadership model. Benefits Easy to understand Easy to use Considerations of the Situational Leadership model. The model fails to distinguish between leadership and management. Leadership is not primarily about making decisions it is about inspiring people to change direction behavior.
73 Testing / Learning Objectives # 10 Ready? Handout Ways to analyze employee performance. Determining if an employee is able to change a behavior. The four main parts of the GPC Coaching Model. Five steps in enhancing/improving employee performance. Understand why coaching for employees differs from one person to another.
74 How Do You Rate? On the provided tent card, write your coaching Strength on the outside and your Area of Growth on the inside. Place your card tent in front of you on the table Strengths / Area s of Growth
75 GPC Performance Management Process (PMP) The Process GPC Strategic Plan Vision Mission Goals Core Values Process Planning Managing Evaluating GPC
76 Manager s Role in Communication and Employee Recognition (Module 3) Performance Conversations and Coaching (Module 2) Goal Setting and Accountability (Module 4) Improving Problem Performance (Will be offered in May or June)
77 PERFORMANCE MANAGEMENT COACHING AND PERFORMANCE GEORGIA PERIMETER COLLEGE Please Complete Our Survey Coaching and Performance with the GPC Strategic Plan
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