Performance Management I
This performance management methodology was developed by W. Edwards Deming & within it he created a simple premise for predicting the results of effort that continuously loop to help drive better performance.
The Deming Cycle or PDCA
Plan, Do, Check, Act (PDCA)
The Coaching Structure has 3 Phases wherein each phase or timeline has specific activities and objectives that contribute to the overall effectiveness of the coaching. This structured approach helps the coach and the agent stay aligned on goals, actions, and outcomes. What are these phases?
BEFORE, DURING, AND AFTER COACHING
This stage of the Coaching Structure is when the Coach discusses the status of their goals, identifies obstacles, and looks for opportunities for learning, development, and growth. This stage lets the Coach and Coachee decide who will tackle which tasks and recap any new or updated goals.
AFTER
Exemplary agents still need to be coached. The best coaching strategy for these agents is:
EMPOWER (Highly skilled and willed agents)
This step of the Deming Cycle is where we evaluate the results of the coaching plan by rating the performance and summarizing the lessons learned.
CHECK
This step of the performance management strategy allows you to implement the plan, identify behavior changes, and ultimately, develop the capacity to perform.
DO
This phase in the "During Coaching" structure gives the Coach time to establish a connection and build rapport with their coachee. This phase allows the Coach to discover the Coachee's state of mind before directing their attention to the current issue.
LEAD UP: Essential Check-in (2-5 min)
This part of the "During Coaching" phase encourages the coachee to identify what they've learned and discovered during their coaching session.
TAKEAWAY (Set for Success)
These agents desire to learn and deliver results but often make errors in their tasks, causing delays in their deliverables, and needing supervision and constant support.
GUIDE (Lowly skilled but highly willing)
This step of the Deming Cycle involves rewarding good performance, sustaining successful action plans, continually refining strategies, and ultimately standardizing a repeatable process that has proven efficient.
ACT
In this performance management strategy, this step requires you to identify the challenge/s at work and distinguish if AFI is driven by a lack of skill or motivation which can help you collaborate on an improvement plan.
PLAN
This phase/part of the "During Coaching" Structure is where the Coach discusses with the Coachee the challenges and opportunities they have identified at the start of coaching.
BREAKTHROUGH: Create Outcomes (8-10 min)
In the "During Coaching", the _____________ phase allows the Coach to help pinpoint the roadblocks and brainstorm creative ideas and solutions to collaborate on actions and accountability plans with the Coachee.
BREAKTHROUGH (Create Outcomes)
You are coaching an agent who is burnt out and stressed and the coachee has mentioned that this is due to not understanding the new processes and a lack of guidance in the coachee's new tasks. What's the best coaching strategy for this agent?
DIRECT (Low skill has lowered the coachee's will)
What process in performance management wherein the Coach continuously tracks the Coachee's progress throughout the appraisal period, provides regular feedback on their performance (whether favorable or unacceptable), and makes adjustments or course corrections to ensure the Coachee meets their performance goals?
MONITORING (Continuously Monitoring Performance)
This performance management process demonstrates the ability to make fair assessments of the Coachee’s demonstrated results.
RATING (Periodically Rating Performance)
The "During Coaching" stage/phase has 3 phases too. Name these 3 phases and each of their objectives.
LEAD UP: Essential Check-in (2-5 min)
BREAKTHROUGH: Create Outcomes (8-15 min)
TAKEAWAY: Set for Success (5-10 min)
This part of the coaching structure is where you agree on accountabilities and list the next steps.
TAKEAWAY
Agent 4 boasts an impressive three-year tenure within the ABC Lead Generation campaign, consistently holding a top performer status for the past two consecutive years. However, her performance metrics began to show signs of decline starting from the first quarter of her third year. Despite her initial excellence, her scores gradually settled into an average tier, remaining stagnant until the end of September. What's the best coaching strategy for Agent 4?
MOTIVATE (Agent 4 has the skill set to perform, however, it's slowly being affected by her motivation)