CSI Performance Management System

Communication

Tell themAs a supervisor, communication can be the most difficult and challenging part of your job. Good communication involves listening, speaking, writing and non-verbal behaviors. Performance management requires consistently good communication.

You are responsible for establishing and communicating performance expectations for each of your employees. Sometimes it is not an easy job, but you must find the courage to address issues and be honest in telling it as it is. Always be respectful and courteous. A supervisor does not have to become angry, indignant, or disrespectful to deliver bad news.

When an employee does well, tell him or her! Be specific. Build on strengths and foster confidence.

Conversely, when an employee is having a performance problem, it is your job to tell the employee specifically what is needed to be corrected and why. Sometimes the employee doesn't know that the performance problem is not working and a simple discussion can solve the problem. 

Actively listen to what your employees have to say and keep the discussion on track. 

To help communication and to draw out the employee, you can:

Remember: Documentation is a form of communication and is the foundation of the entire Performance Evaluation Process!


Five Keys to Active Listening

ListeningUse active listening to maximize input from employees and to gain shared understanding. It will enhance reinforcement and redirection of performance.

1. Listen - pay attention to the words, actions, and feelings being expressed.

2. Paraphrase - in your own words, reflect back what is being said and felt. Check for accuracy and VALIDATE (acknowledge) feelings!

3. Ask Questions - to gain information and to keep focused on the issues.

4. Recap - (using the paraphrasing technique) create a summary of the entire conversation from the other person's vantage point. Do not interject your rebuttal or opinion.

5. Respond - now that you have listened, heard, understood, and recapped the information, it is your turn to present your ideas.


Work Behavior Reinforcement

When completing performance evaluations or when promoting ongoing feedback, consider using the Three C's.

Continue a Work Behavior

Be specific as to exactly what work behaviors or actions the employee does that needs to be continued or reinforced.

Change a Work Behavior

Be specific about the work behavior that needs to be changed. For example, if attendance needs improvement, determine by how much and why.

Create a Work Behavior

A new assignment or project or change in duties will create new expectations. Again, be specific as to what is expected and what the employee must do in order for the performance to be considered as a rating of "Achieves Performance Standard."


Communication Styles

Your effectiveness in giving and receiving feedback will be enhanced if you are aware of your communication style and that of your feedback recipient.

By understanding your communication style and that of your employees, the relationships in the work environment can be more positive and effective. It is a matter of awareness and respect for differences in style.


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