1. Copyright © 2009 First Steps Training and Development. All rights reserved. 1 Performance FeedBack Performance Coaching

2. Copyright © 2009 First Steps Training and Development. All rights reserved. 2 Performance System Model

3. Copyright © 2009 First Steps Training and Development. All rights reserved. 3 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 FeedBack Conversations enable the Leader to Address the Behaviors which produce the Accomplishments. Performance Gaps & FeedBack

4. Copyright © 2009 First Steps Training and Development. All rights reserved. 4 Three Performance FeedBack Tools Outstanding Above average Average Below average Problem performers Recalcitrant employees Performance Coaching Performance Accountability Performance Compliance

5. Copyright © 2009 First Steps Training and Development. All rights reserved. 5 Typical Workplace Scenario Your Challenge: Coach Joe to reduce his processing time per order The Opportunity to Perform: Joe is a order entry clerk for the XYZ Zipper Co. He is one of four clerks who are specifically responsible for processing the “house orders.” The standard for house orders is 6 orders input per hour. Joe consistently inputs 4-5 per hour.

6. Copyright © 2009 First Steps Training and Development. All rights reserved. 6 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

7. Copyright © 2009 First Steps Training and Development. All rights reserved. 7 Praise Performance Step 1 Performance Coaching Process Accomplishment – related Productive Behavior To Be Repeated Sincere

8. Copyright © 2009 First Steps Training and Development. All rights reserved. 8 Ask Questions to Understand the Situation Step 2 Praise Performance Step 1 Performance Coaching Process Identify your area of concern Ask open questions Listen; maintain objectivity Re-focus as needed - Reference the Performance System

9. Copyright © 2009 First Steps Training and Development. All rights reserved. 9 Review the Standard Step 3 Ask Questions to Understand the Situation Step 2 Praise Performance Step 1 Performance Coaching Process Ask or Say To the point Avoid “Policy is …” - Better: “On our team, we …”

10. Copyright © 2009 First Steps Training and Development. All rights reserved. 10 Ask for a Specific Solution Step 4 Review the Standard Step 3 Ask Questions to Understand the Situation Step 2 Praise Performance Step 1 Performance Coaching Process Their solution, not yours Press for specifics

11. Copyright © 2009 First Steps Training and Development. All rights reserved. 11 Ask for CommitmentStep 5 Ask for a Specific Solution Step 4 Review the Standard Step 3 Ask Questions to Understand the Situation Step 2 Praise Performance Step 1 Performance Coaching Process

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