The challenge of addressing employee underperformance requires a clear, targeted approach, one that many executives and mid-level managers aspire to master. However, they can easily miss the mark by neglecting to delineate specific actions within the process. This requires a thorough examination of three pivotal facets of performance improvement discussions, specifically accountability, feedback, and coaching.
To start, front-end accountability conversations are crucial for establishing a foundation of mutual understanding. Here, clarity is paramount; leaders must articulate their vision and set clear goal posts for success. In addition, agreements need to be made regarding who will be doing what by when, and how the process will be communicated along the way. In balance, employees must fully grasp these expectations, seeking clarification where necessary. While mastering successful front end accountability conversations sets the stage for a collaborative effort to achieve desired outcomes, they aren’t always an easy feat. In fact, when done poorly, they can contribute to poor employee performance. I’ll write more on this topic later.
However, successfully setting expectations is merely the beginning. The real challenge lies in bridging the performance gap when expectations aren’t met. This is when back-end accountability conversations must happen to address the gap between expectations and reality.
Here is where the art of feedback comes into play. Effective feedback is not merely about holding individuals accountable but also about evaluating how well the initial agreements were adhered to.
I encourage leaders to use Cultivage’s I.O.U.™ approach:
- share your Intent for the feedback
- offer Observations of the situation/data rather than an interpretation of the events
- explain your Understanding of the impact. Utilizing this Intent, Observation and Understanding method, leaders can provide feedback that is anchored in data and facts, thus fostering a constructive dialogue about performance gaps and their impact.
Once the performance gap is acknowledged, the conversation can transition to coaching. Here, the leader’s role is to ask probing questions, listen attentively, and challenge the employee’s thought process. The aim is to co-create a plan for improvement, one that the employee feels invested in. This collaborative approach not only enhances commitment to the plan but also empowers the employee to take ownership of their performance.
In essence, when performance falls short, breaking down the conversation into these three components—accountability, feedback, and coaching—can lead to more effective performance improvement and a stronger leader-employee partnership.