Performance management and employee well-being

Introduction Training outline: What is performance management (PM)? How does PM affect your health and well-being? What can you do about it? Letter Survey

What is performance management? Definition: The process of creating a work environment where people are enabled to perform to the best of their abilities Examples: Remote monitoring Use of scripts High sales targets Focus on quantity of calls, call handle times, wrap-up time, time between calls etc. Rating criteria and feedback Discipline

UNI’s report This kind of PM causes repetitive strain injuries, stress, anxiety and burnout Reason: PM lowers employees’ control over the work ability to develop and use skills ability to deal with emotional work capacity to cope with high demand Intense PM does not mean better performance or higher quality

Solutions A different kind of PM is possible! UNI’s report gives four solutions that improve well-being (and performance) Cross-train employees to handle different call types Increase employee control over working methods and times, reduce use of scripts Adopt developmental approach to monitoring Increase employee involvement in setting targets

What you can do… • Sign letter to employer and demand change • Take UNI’s online survey