Follow up to Webinar: Managing Performance Expectations To Promote Accountability

Transcription

1 Follow up to Webinar: Managing Performance Expectations To Promote Accountability Individual Application Task = actions (noun + verb) Standards = how well the action is done, it s impact/result For example: Be on time = Arrive to work and be at your work station ready to work by 8 a.m. Lateness is acceptable no more than 6 times per year and in all cases (except medical emergencies) the employee is expected to call BEFORE 8 a.m. to report the lateness. Expectations need to be written in terms of behavior, not personal traits, knowledge or abilities. During the webinar we talked about a staff person feeling angry, having an attitude, being closed minded and not being a team player. These were personal traits and we found behavioral illustrations to use with each one to make them SMART. Try to do the same with the words on the following page For example, in place of: cooperative, say: Communicates effectively with other staff and provides assistance to others when requested or needed. or - Accepts assignments without need for excessive discussion - or anything else the supervisor thinks it should mean, in behavioral, observable language.

2 Turn Personal Traits into Behavioral Performance In place of: Say: 1. good work habits 2. reliable 3. flexible 4. team player 5. handles criticism well 6. acts professionally 7. good computer skills 8. common sense 9. takes initiative If you re stumped by any of these, me for some examples:

3 Sample Performance Expectations for a Secretary: Tasks: Answer the phone within three rings uses a pleasant tone of voice takes info accurately (no errors) directs calls accurately (to the correct person) takes complete and useful (accurate, legible, delivered on time) messages Type / word process work completed on deadline (or advance notification given) no errors in spelling, grammar, or in transcribing numbers (or only minor, easily corrected errors) work produced is easy to read and is professional looking /attractive File files are set up in a useful manner (easy for others to access) information is filed daily information is put in correct files files are cross referenced as needed / duplication is limited files are maintained neatly so labels are easy to read files are purged/archived quarterly within 2 weeks of end of each quarter Team Work provides assistance to others as needed is pleasant and polite is on time Note: these are all behavioral, observable and measurable.

4 Worksheet: ESTABLISHING TASKS AND STANDARDS 1. Identify a position you supervise: 2. List 2 or 3 tasks for that position (concrete, specific, behavioral; action: noun + verb) 3. For each task, list 2 or 3 performance standards (specific, behavioral, measurable) TASK 1: TASK 2: TASK 3:

5 Now think about a specific person in this position. Think about a time when they did these tasks well. Can you use the expectation to frame a powerful positive feedback statement? Think about a time when they didn t complete these tasks well. Can you use the expectation to frame a focused, objective corrective feedback statement? See the value of having SMART expectations?

6 Krieger Solutions, LLC is committed to helping participants in our programs transfer their learning from the classroom to the workplace. Too often, after learning new strategies, people plunge back into work, forget much of what they ve learned and return to their old ways of work. If you found elements of this webinar helpful, you can sign up for our free follow up series. This is a series of monthly reminders that help you stay focused on the skills and strategies we discussed in the webinar and give you repeated opportunities to implement them on the job. Once you actually put these in place, they will stay with you for the long run. If you fail to use them, you ll lose them. There is no charge for this service and you can unsubscribe at any time. We do not share, sell, rent or let anyone else see your address. To subscribe, us at info@kriegersolutions.com and put follow up Accountability Webinar in the subject line and we ll sign you up. Please include your name and the agency you work in. We also have an e newsletter, also available at no charge, that contains additional tips and strategies. To sign up for both, add e newsletter to the subject line and we ll register you for both. Attached is more information about our programs and services. You can also visit us on the web at or Alan at alan@kriegersolutions.com or call us at

7 Leadership Development Services Krieger Solutions, LLC provides a wide range of training, coaching and consulting services to help leaders build strong boards, staff, programs and fiscal operations. Alan Krieger, the founder and President of Krieger Solutions, is a former executive director who has worked extensively with leaders for 30 years. Listed below is a summary of our services, if you d like more details, us at info@kriegersolutions.com or call Leadership training programs to help new and experienced leaders build strong staff teams. Leadership coaching individual phone consultations with leaders to help them build skills and strategies to more effectively handle their diverse responsibilities. Board development coaching and training to help leaders build strong and effective boards that work collaboratively with staff. Financial management workshops to help leaders and board members understand the key concepts of financial management (designed for those with little or no financial background conducted in plain English jargon free). Financial management consulting to help agencies build stronger financial management systems that provide quality data and increase financial security. Grant writing coaching and editing we can write the grant proposals, but you save money and learn more by doing it yourself with our coaching and editing Strategic Planning a focused, practical approach to developing a useful and manageable strategic plan that truly helps an agency move forward Retreat Facilitation retreats can help build stronger staff and/or board teams. Our retreats are engaging, and powerful events that can increase collaboration and resolve issues. All services are tailored to your context. For more information, contact us at: info@kriegersolutions.com or call