Hello,
Our call center is trying to implement one on one meetings for the leads to review each team members performance on a monthly basis and kind of give them a "Report Card" of their performance (This is different than their annual performance review). Has any one implemented a program like this to develop employees? I'd like to hear about how other go about developing employees. Does any one have any examples of Performance Templates they use?

Thanks for your help,
Natalia

Hi Natalia:

I suggest you look into the “Results-Based Management” intervention. You could look into two versions of this intervention:

Results-Based Management and Accountability Frameworks. There is a good example at the following web site:
Results-Based Management

Another version is called the “Individual Development Plan”. You can find some information and templates at the following link:


IDP


Good Luck!

Cj

I would also suggest you train your managers on performance conversations. Templates are great, but how good are your managers at confronting issues without creating conflict or making people defensive? How good are they at identifying skill deficits versus behavioral problems? Can they identify a person who is non-performing due to conflict and are they able to handle it or do they try to problem sovle it? Can they effectively drive performance ownership in the conversation?
Just some things to consider as you are ramping up for what would seem to be a more "informal" kind of performance management program.
Jen

Thank you both for your feedback. When developing a one on one program, I see that are a lot of other aspects that need to be considered before deployment.

Yes. We provide leads with checklists that structure that conversation. We also provide them with training on how to use this as a coaching session rather than a performance evaluation. It's also important to get leads together to talk about what they are doing so that they are learning from each other and trying to create some consistency between leads.