One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience.
Eliminate Your Fears and Doubts About Coaching
No one likes to talk to employees about unacceptable performance, but for a lot of us, talking to people about problems with performance is a regular part of managing. You know the feeling – you probably get a little nervous, or you put off having the discussion about issues, hoping things will self-correct. It’s time to get over your fears about coaching. Continue reading “Eliminate Your Fears And Doubts About Coaching Problem Employees”
One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience.
The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything.
Use what I call KFD
KFD stands for: Know, Feel, Do
Before going into a meeting with an employee, identify, and write down, what you want them to Know, Feel, and Do.
Talking to employees about problem performance, and getting them to change is hard – unless you do four things very well. Here’s what I wish everyone knew about addressing unacceptable employee performance.
You have to have a plan; otherwise, you’ll get off track, and your employees won’t make changes.
Coach like a coach. Don’t try to be friends with employees. Your job is to bring out their best.
Get agreement. You can’t fix a problem that doesn’t exist in the mind of your employee. Help employees see the impact of their performance.
Don’t accept excuses. Whining, blaming, and justifying are common defense mechanisms. Don’t let excuses fly.
You get the behavior you tolerate. So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance? Are you having conversations with your people about unacceptable performance? Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences.
Putting An End To Unacceptable Performance
Nipping unacceptable behavior or performance in the bud comes down to you doing four things. 1) You have to set clear expectations. 2) Then you must commit to addressing all issues that don’t meet your expectations. 3) You have to prepare in advance for coaching conversations, so you’re focused and confident. 4) And finally, you’re going to have to be willing to launch disciplinary actions for people who continue not to meet performance expectations.