[Dear Lewis] How Can I Resolve Performance Review Discrepancies with My Employee?
In today's edition, an executive braces for a difficult performance review discussion with an underperforming employee.
Welcome to the latest installment of Dear Lewis. In this edition, an executive coaching client, Alex (not his real name), seeks help in resolving performance review discrepancies with an employee, Ryan (not his real name).
Alex expects a tough conversation, as Ryan is known for being angry, emotional, and resistant to feedback.
I prepare Alex for the discussion by offering tips on gathering evidence and using assertive communication. Through practice sessions, Alex gains confidence and learns to assert himself without being dominated by Ryan.
Keep striving for greatness,
Lewis C. Lin
CEO, ManageBetter
🤔 How Can I Resolve Performance Review Discrepancies with My Employee?
The Challenge
I sit down with Alex, my executive coaching client, and we're about to dive into a performance review that's as tangled as a ball of yarn in a room full of kittens. Alex, a fresh-faced supervisor, has been working with Ryan, an employee who's been with the company for a year. Their last review was a train wreck.
The Background
Six months ago, during Ryan's probationary period, things got messy. Ryan disputed the feedback, pushing for higher scores despite receiving "meets expectations" and the occasional "exceeds expectations." Now, at the one-year mark, Alex knows Ryan will be expecting those improved scores, but the truth is, the metrics haven't budged. In some areas, like "contact with others" and "decision-making," they've even slipped.
The Disparity
The real rub is that Ryan's self-evaluation is a fairy tale, painting himself as the ultimate team player. In reality, he's left coworkers stranded, forgotten shift switches, missed customer appointments, and scheduled tasks during short-staffed periods. Alex has seen all this firsthand and is unsure how to address the gap between Ryan's perception and reality without igniting a firestorm.
Previous Efforts
We've already had heart-to-hearts about Ryan's "me-first" tendencies, but now it's crunch time. Ryan is a decent employee, but his inflated self-view is complicating things. Alex and the higher-ups have tried to nip these issues in the bud, but now Alex needs guidance on navigating this tightrope.
The Approach
As we embark on this journey, I remind Alex that the performance evaluation process can feel like navigating a labyrinth. With the right mindset, it transforms into a powerful tool for growth.
Acknowledging Perspectives
First, I suggest Alex should acknowledge different perspectives, recognizing that his and Ryan’s views might be as different as night and day. He should listen carefully to Ryan’s perspective and seek common ground.
Focusing on Improvement
Next, Alex should steer the conversation away from scores and towards future development, pinpointing specific growth areas with concrete examples. Obsessing over ratings turns it into a back-and-forth tussle and keeps the focus on the past rather than future improvement.
Comprehensive Evaluation
I advise Alex to bring in 360-degree feedback from multiple sources:
Peers: Insights into Ryan's collaboration and teamwork skills.
Subordinates: Perspectives on his leadership and management style.
Clients: Assessments of his customer service and communication skills.
360-degree feedback brings in extra voices, so it’s not just Alex vs. Ryan in a showdown. It paints a fuller picture, showing that the concerns about Ryan’s performance are shared by a wide range of folks.
Preparation
I remind Alex that good note-taking is the cornerstone of a constructive conversation. Ryan will want examples that back up his performance review rating. Without organized notes, Ryan could argue that Alex’s assessment lacks objectivity or is skewed by recent events.
We work on setting up a robust note-taking system, emphasizing the importance of weekly feedback and examples.
Managing Resistance
I prepare Alex for the emotional rollercoaster that Ryan might bring to the table. We role-play scenarios where I throw every emotion imaginable: defensiveness, anger, denial, and blame. I coach Alex on responses to manage Ryan's resistance and focus on finding common ground, including:
"I understand your perspective, Ryan, but we need to see concrete improvement in areas X and Y. Let's work together to find solutions."
"I appreciate your insights, but as your supervisor, I must base my judgments on my observations and evaluations. Let's align our expectations."
"I hear your concerns, Ryan, but I need to prioritize the team's needs. How can we find a mutually beneficial solution?"
"I value your input, but I have to make decisions aligned with the company's goals. Let's explore ways to align your work with our strategic priorities."
"I understand we may have different opinions, Ryan, but we must meet the required standards. How can we work together to bridge the gap?"
"I appreciate your passion, Ryan, but let's focus on constructive ways to address the issues. What specific actions can we take to improve your performance moving forward?"
The Result
So Alex gears up for the big showdown with Ryan, our resident tough cookie. Armed with a stack of notes, a barrage of facts, and enough figures to rival a math textbook, Alex dives into the conversation we've been prepping for. It's a verbal dance, each move calculated and rehearsed, leading to a crescendo of understanding. When the dust settles, both Alex and Ryan bask in the glow of a surprisingly positive outcome.
Fast forward a week, and Ryan drops a bombshell of gratitude on Alex. Admitting that swallowing that feedback was like downing a spoonful of vinegar, Ryan gives credit where it's due. Alex's honest, tough-love approach broke through the barriers, planting seeds of growth in Ryan's mind. It's a testament to the power of genuine coaching and the resilience of a manager willing to speak the hard truths.
Simple, right? Well, not always
I'm here to help. Email me if you have any management or employee challenges. I've got your back, and your identity will remain anonymous.
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