1. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 1 Performance FeedBack Performance Compliance

2. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 2 Performance System Model

3. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 3 Three Tools Outstanding Above average Average Below average Problem performers Recalcitrant employees Performance Coaching Performance Accountability Performance Compliance

4. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 4 1.Praise Performance 2.Ask Questions to Understand the Situation 3.Review the Standard 4.Ask for a Solution 5.Get Commitment Performance Coaching Process

5. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 5 Performance Accountability

6. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 6 Set the Stage State the topic, be specific Check for Understanding State the Objective Use “You” and “Differently” Check for Understanding

7. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 7 Facts and Reasons State the trend Review a recent example Check for agreement Ask for reasons  Write them down  Echo back Summarize Examine each reason thoroughly Explain why first Then accept or reject each reason Ask: " What are you going to do differently in the future to… ?"

8. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 8 Performance Compliance

9. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 9 Review Impacts Summarize the discussion Draw impacts, using open-ended questions, prompts and silence Summarize impacts Ask: "Now, do you see this as something you will fix?"

10. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 10 Tell Specifics and Give Consequences Tell the employee what you want done differently - have it written down Check for understanding Summarize the discussion in detail Draw possible consequences from the employee, using open-ended questions, prompts, and silence Summarize the consequences Again ask this question: “Now, do you see this as something that you will fix?

11. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 11 Get Specifics and Summarize When the employee acknowledges that he or she will do things differently have him or her identify them Write down the things the employee will do differently, review them with the employee Gain commitment to action Structure follow-up Confirm commitment to action

12. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 12 For more information, or to schedule a workshop, contact: Toll Free: (800) 211-0871 www.FirstStepsTraining.com Performance FeedBack