1. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Performance Conversations Presented by:

2. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. A Performance Gap exists when the Desired Accomplishment and the Observed Accomplishment are not the same. The sum total of a Performer’s Behaviors relative to an Accomplishment equals the Accomplishment. Performance Conversations enable the Leader to Address the Behaviors which produce the Accomplishments. Performance Gaps & Conversations 2

3. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Performance System Model 33

4. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Analyze the Performance System to Make Sure There Are/Is Clearly communicated performance expectations Proper and Adequate Resources, Tools and Job Aids No Significant RoadBlocks Sufficient Knowledge, Skills and Ability Consequences Supporting the Desired Accomplishment No Consequences Defeating the Desired Accomplishment No Consequences Supporting the Undesired Accomplishment Pre-Work 4

5. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. 5 When Should You Initiate a Performance Conversation?

6. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. 6 Positive Reinforcement Performance Conversations Progressive Discipline Performance Spectrum

7. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Typical Workplace Scenario A Potential Yearly Savings of $168,000 / Year  Dale produces “scrap” at a 3 % rate  The average “scrap” rate is 1 %  The Opportunity is a 67% reduction in “scrap” for Dale Calculation : If Dale makes 1,000 parts/day, then the opportunity is 20 parts/day “scrap” reduction for Dale Each part costs $35.00 $700.00 reduced “scrap” per day ($35.00 X 20 parts) $168,000 reduced “scrap” per year ($700.00 a day X 240 work days/year) The Challenge: Coach Dale to take accountability of his behavior relative to scrap 7

8. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Performance Conversations “How To” Praise Progress Understand the Situation Review the Standard Ask for a Solution Ask for Commitment 8

9. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Praise Progress Step 1 Accomplishment – related Productive Behavior To Be Repeated Sincere 9 Performance Conversations “How To”

10. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Understand the SituationStep 2 Ask open questions Maintain objectivity Re-focus as needed Praise Progress Step 1 10 Performance Conversations “How To”

11. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Review the Standard Step 3 Ask first To the point Avoid “Policy is …” Understand the SituationStep 2 Praise Progress Step 1 11 Performance Conversations “How To”

12. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Ask for a Specific Solution Step 4 Their solution, not yours Press for specifics Review the Standard Step 3 Understand the SituationStep 2 Praise Progress Step 1 12 Performance Conversations “How To”

13. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Ask for CommitmentStep 5 Ask for a Specific Solution Step 4 Review the Standard Step 3 Understand the SituationStep 2 Praise Progress Step 1 13 Performance Conversations “How To”

14. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. 14 For more information, or to schedule a workshop, contact: Toll Free: (800) 211-0871 www.FirstStepsTraining.com 14 Performance Conversations