Coaching Poor Performance

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There are two main reasons that managers correct an employee's poor performance in front of others and neither reason is about correcting the employee's poor performance. The first is the manager's emotional need to scold or shame or be right. The second is about making an example for sake of others not the employee in need of correction. It is true that the employee will probably never forget the experience, but their overriding memory will not be of the lesson but just the jerk who delivered it.
The trick is to make it private and positive. Private is the easy part, just be patient enough to wait for the right time. Positive is more difficult, but not if you commit to asking questions rather than lecturing. Instead of blurting out "What were you thinking?!!" Take a deep breath and calmly begin to find out by asking them. Start with some form of this one, "How could that have gone better?" Then go from there, here are some others: "How do you think the customer felt?" "If the roles were reversed, how would you have wanted it handled?" "What do you remember from your training?" "If you could do it over, what would you do differently?" "Next time it happens, what are you going to do?"
The answers to your questions will tell you how to proceed with your poor performing employee. Whether they need more training or just more attention from you, making your correction positive and privately is the best way to actually solve the problem instead of creating more. Enjoy this clip from our latest release, The Practical Coach 2.

[@kevinfaust2529]

My experience was never with a caring concerned coach or manager. Always full of some agenda or judgement. Great way she handled it. She got way more out of the employee like that . Very nice.

[@ienjoyapples]

If only my employees were paid actors

[@mfoster19]

😂

[@earlwalterpanganiban4266]

Awesome video, Media Partners! Learned a lot from it. We’d like to share this video with the leaders in our organization. Thanks for this!

[@smiphssmiphsr5843]

I salute all Frontline workers in covid 19. They are a true hero and a model to future workers.thank you to all of you!

[@tejastoro21]

Super learning and amazing instructional composed.

[@rushrush1209]

Excellent video. Managing employees isn't easy. But it's important to be as level-headed about it as you can. Show some empathy on occasion. Never bad-mouth an employee in front of others.

[@mooremoore5013]

I would have to agree awesome video. will have to look in to more of them.

[@michaelgvh]

Sweet - I still have a copy of the version of this from 1997. Nice to see it updated.

[@ismaelkangulu8662]

Please upload it

[@ismaelkangulu8662]

We wanna see the 1997 vision?.

[@BrucexfromxCanada]

2:57. at this juncture, it was suggested to let the irate customer vent first, and just "listen". thisis often enough, but in some cases the client may escalate the issue to a more serious level. this is a good reason why many givernment and corporate CSR departments record all that is going on. that protects everybody and is a strong deterrant for anyone to "lose their cool" to the point where an episode ends up in a seriousness of litigous import.

[@victorbelmar7174]

Great video. Super Valuable info

[@mrladnek]

Excellent! Such a pro idea. Thanks a lot!

[@joonmoichan6868]

Thank you for the good sharing

[@leadup.renatto]

It's the piano keys for me...

[@javadmatouri5098]

Hi, It was really helpfull to me. thank you for sharing

[@potipiroon]

This is an awesome video!

[@ka-ren9987]

great videos! thanks for sharing

[@laleashajeter1919]

Excellent !! great notes for me.

[@BrucexfromxCanada]

2:15: A good coach is willing to let the learner learn his/won way" (nore or less). this is true but it also has some limits of practicality. where those limits lie depends on the available time and resources for all employees to get to understand the thinking of their co-workers, regardless of ranks. However if a minority of workers have high cognitive diversity, it may become an economic necessity for the cost of time and effort to accomplish that to balance with both the available resources and the differential profit potential the situation embodies. sometimes this had an extreme balance, but ewven if the divergent person is a prime scientist with multiple PhD's, he/she may also outstrip his/her unwritten limits.

[@srikeerthy]

Liked this video a lot

[@jcampbell6822]

A Performance management problem, where doesn't work, if a organisation is going through extreme change, that is too continuous and often and KPI is still expected to be reached, especially in a period of Covid affecting the office. The staff members have no time to settle into change, after change. Then more change again and again to tasks, to make any successful transition.

[@tashiniranasinghe1449]

🙌🏾🙌🏾🙌🏾

[@BrucexfromxCanada]

1:22 "If it's bad, make it private." that and more! If an employer had to do a disk in my (Canadian) province, he/she would need to have a witness with him/her when they did what has been referred to in one publication as the "DESC". In that way all are protected against unfair litigative disputes which, unfortunately can occur for "frivolous" reasons. while a litigation which is seen by a judge as having a "frivolous" undertone is not likely to get much sympathy there within the latitude the law allows judges, such efforts waste a LOT of time and money and are preventable. Now, to the next teaching point...

[@catatonic8313]

if you think you grduate this school without sucking my cuk.. you are dead wrong!

[@danbruno5945]

What's happens when the performance of the employee is not good and they are slow but its very very very hard to get new staff at you're workplace. The one I have is in 6 months probation period and its nearly 6 months and she hasn't impressed at all but if we let her go the Staff Rota will be impossible

[@paulina9435]

I have the same issue- we need staff. I would like someone to go but I am pressed by higher management to keep that person. A person is underperforming etc. I am having a regular conversations etc. But not working. I am expected to do something as a bit unexperienced manager but don’t know how as I am lacking support.

[@iamlathindu]

Excellet.

[@dar5227]

Hello, I added a comment this week and it is no longer visible, asking for approval to use this public video in a training setting. I have also sent an email through your website form. I look forward to your reply with how we can gain permission. I will then supply more detail as needed. Thank you very much. Darcie

[@siceastwood2714]

The set reminds me of never illegally download

[@shmoolicious]

This is NOT coaching but managing

[@Anthro777]

The employee looks like Emilie de Ravin

[@oscarhello4027]

0:57

[@smiphssmiphsr5843]

Corak

[@williamhalpin]

What a load of crap...I have been a successful manger with a productive team for years....you call out the bad staff in the spot. I had 2 staff basically refuse to mop a floor at the end of the night...they said we don't mop the floor that the night staff do it, I told them it is not optional for you to decide or not to leave the floor dirty.. that nights do the stuff we didn't get time to do not leave it undone on purpose

[@jcampbell6822]

Performance management I believe is a total waste of time, especially if the staff are labour hire or non -ongoing never to be perms anyway.

[@cdvives]

Corny but informative.

[@stevenmarkoll552]

Black woman as the boss ??? This video is science fiction.

[@mjw1111]

Steven Markoll oh hun. Yes, there are plenty of places and positions where black men, and women are the bosses. Please don't limit yourself.

[@stevepointe9087]

Are you a racist?

[@roystadoysta]

Maybe you need some coaching on being less racist and toughening the-f-up.... And why is it 'science' fiction? And not just 'fiction'? If you make comments at least try and make them make some kind of sense. Time to sort your sh*t out Mr. Markoll!!!!

[@jcampbell6822]

Why is that science fiction. Their are a lot of black women and men that have their own business that are boss

[@danbruno5945]

Many black men lead military procedures This is nothing new

[@JoyElectric567]

Lmfao

[@smiphssmiphsr5843]

I salute all Frontline workers in covid 19. They are a true hero and a model to future workers.thank you to all of you!