2. The Secret to Success (Really!) Performance Management Beth Burbage Vice President, Organizational Development Silverado Senior Living

3. Our Common Goal…

4. OUTSTANDING RESIDENT CARE

5. So how do we do this??

6. You have to manage the performance of your associates!

7. How to Manage Performance 1.Create your daily plan 2.Delegate the right assignments to the right people 3.Make good assignments 4.Let people do their job! 5.Hold people accountable 6.Handling Q&A with no monkeys 7.Having the poor performance discussion 8.Reward & recognition for a job well done

8. Create Your Daily Plan When to plan – be proactive Pick 2-3 things YOU need to do Determine what others can do for you (don’t be trapped that you are the expert and no one else can do it!)

9. You have to DELEGATE!

10. What Happens if We Don’t Delegate? Overworked (and over-stressed) leaders “Time Management” is an issue Feel like you never get anything done Have leadership team members who don't grow from learning additional tasks and don't feel trusted by their boss

11. Challenges of Delegating? It takes a lot of time Easier to do it myself If I want it done right, I need to do it myself I LIKE doing it – I’m good at it (that’s why I was promoted to supervisor) It’s hard to trust others

12. Benefits of Delegating Development for your people Reduces overall stress Good to have new solutions presented to you Gets you more time Chance to come up with better solutions

13. LEVELS OF INITIATIVE

14. Levels of Initiative Level 1: Wait until he or she is told what to do Level 2: Do what is necessary, but refer all problems or slightly unusual issues to their supervisor for a decision

15. Levels of Initiative Level 3: Refer all problems or unusual occurrences for a decision, but recommend appropriate action Level 4: Take action on problems as they occur and then immediately report on action taken Level 5: Take action on all issues & problems on his/her own initiative and periodically report

16. Managers who are successful are always good at delegating You have to hire for and develop the “initiative to take action”

17. How to Manage Performance 1.Create your daily plan 2.Delegate the right assignments to the right people 3.Make good assignments 4.Let people do their job! 5.Hold people accountable 6.Handling Q&A with no monkeys 7.Having the poor performance discussion 8.Reward & recognition for a job well done

18. Make Good Assignments What should we delegate? Minor and repetitive decisions Tasks you are expert in and that others should learn Tasks you dislike, provided someone else likes them (delegation should not be an excuse to dump unpleasant tasks) Tasks that add variety and interest to another person’s role Tasks that will increase the number of people who can perform critical assignments Who to delegate to?

19. Make Good Assignments Use SMART goals –Specific –Measurable –Attainable –Relevant –Time-bound Determine level of initiative for each team member you’re delegating to Ensure understanding of job/task – ask associate to repeat it back to you Agree on when follow-up will take place

20. “Never tell people how to do things. Tell them what to do and they will surprise you with their ingenuity.” General George S. Patton

21. Let People Do Their Job! “I don’t feel trusted to make good decisions” “I’m not allowed to offer new solutions to current issues” “My boss doesn’t let me do my job” “There’s a lot of fear here”

22. Let People Do Their Job! Know when to let them “fail” and learn lessons…

23. Challenges of Delegating? It takes a lot of time Easier to do it myself If I want it done right, I need to do it myself I LIKE doing it – I’m good at it (that’s why I was promoted to supervisor) It’s hard to trust others REMEMBER

24. “The best executive is the one who has sense enough to pick good men to do what he wants done, and self-restraint enough to keep from meddling with them while they do it.” Theodore Roosevelt

25. How to Manage Performance 1.Create your daily plan 2.Delegate the right assignments to the right people 3.Make good assignments 4.Let people do their job! 5.Hold people accountable 6.Handling Q&A with no monkeys 7.Having the poor performance discussion 8.Reward & recognition for a job well done

26. Hold People Accountable What happens if you don’t hold people accountable? Why is it so hard?? How do you do it? –Follow-up conversations depending on Level of Initiative determined earlier –Be consistent – hold all people to the same standards

27. Hold People Accountable Benefit: –When you give every associate a chance to perform well on the job, they will know you treat others that way. You are holding everyone equally accountable! How can you be successful at it? –It requires action –It requires courage

28. How to Manage Performance 1.Create your daily plan 2.Delegate the right assignments to the right people 3.Make good assignments 4.Let people do their job! 5.Hold people accountable 6.Handling Q&A with no monkeys 7.Having the poor performance discussion 8.Reward & recognition for a job well done

29. MONKEY MANAGEMENT

30. Harvard Business Review HBR Classic… “Management Time: Who’s Got the Monkey?”

31. Managing the Monkeys How do we do it??

32. Strike from Your Vocabulary “Can I think about that?” “I’ll get back to you on that” “Leave it with me” “Send me an email on that will you?” “Don’t you worry about that”

33. How to Manage Performance 1.Create your daily plan 2.Delegate the right assignments to the right people 3.Make good assignments 4.Let people do their job! 5.Hold people accountable 6.Handling Q&A with no monkeys 7.Having the poor performance discussion 8.Reward & recognition for a job well done

34. Performance Discussion Questions… Were the job/task expectations clearly explained? Self-examine – have you done everything to help this associate be successful? Has he/she had enough training? Did we have our follow-up meeting?

35. The Steps… Come from love –Be prepared –Be specific and honest –Provide details/examples –Allow time for dialog –Discuss challenges –Agree on next steps –Document the discussion in your supervisor file –Monitor performance and redirect as needed

36. How to Manage Performance 1.Create your daily plan 2.Delegate the right assignments to the right people 3.Make good assignments 4.Let people do their job! 5.Hold people accountable 6.Handling Q&A with no monkeys 7.Having the poor performance discussion 8.Reward & recognition for a job well done

37. Reward & Recognition Determine what motivates individual associates Write it down Do it regularly – both formal and informal “Love ‘Em or Lose ‘Em: Getting Good People To Stay” by Beverly Kaye and Sharon Jordan-Evans

38. How to Manage Performance 1.Create your daily plan 2.Delegate the right assignments to the right people 3.Make good assignments 4.Let people do their job! 5.Hold people accountable 6.Handling Q&A with no monkeys 7.Having the poor performance discussion 8.Reward & recognition for a job well done

39. What are the Stakeholder Benefits? Residents Families Associates Referral Sources Broader Community You – (your reputation) ???

40. OUTSTANDING RESIDENT CARE

41. QUESTIONS?