Attendance
How often can you follow up on Absences?
You can follow up after every absence but make sure to give them at least one week to show improvement to be used towards a CA.
Is Attendance performance?
Yes, Attendance is considered Performance. If a TM does not report to work or does not report to work on time, it negatively impacts work performance and the productivity of the team.
Why do we have coaching conversations with the team?
To help them improve. Most TMs want to do well, but if we do not tell them that they are not meeting Target's expectations they will assume they should continue performing in the same way.
Who should you partner with when you are ready to move to Corrective Action.
First your ETL and then the ETL-HR or the SD if the ETL-HR is unavailable.
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Coaching
What are the words to use in every documented attendance conversation so that it is officially recorded for the district and group.
Attendance, Reliability and Absent
What steps would you take is a TM pushes only one U-boat in a four hour shift? What questions would you ask?
Have a seek to understand conversation on their performance. Are there any training gaps? What roadblocks did they run into and how can you as their leader, help them.Document the conversation on WD.
What happens if I had conversations but I didn't document them. Can I still put them on a CA?
Can doctor's notes count as an excused absence?
No, the TM will still be held accountable unless they use sick time. Be sure to lead with Empathy to discover if the TM needs a LOA or time off.
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Coaching
How many documented conversations you should have in Workday on Performance before moving to a Corrective Action?
We look for patterns of unreliability and consistent documentation. Typically we would like to see 4-6 conversations documented in the last 8 weeks.
Is a TM sitting in lock up on their phone Performance or Conduct?
Spending a significant amount of time on non-work related duties during work time is considered loafing which falls under Conduct.
What is the structure every coaching conversation should have.
What is SBIe?
Situation: Help the team member receiving feedback with context (the when/where).
Behavior: Tell the team member what they said/did, and be as specific as you can.
Impact: Describe impact to team, business or guest.
Expectation State the specific behavior change or action that needs to happen.
What is the length of time a Corrective Action is active for?
12 months- During this time a TM will need to maintain their performance at a satisfactory level or they could move to the next step in the Corrective Action process.
Is Conduct an Automatic Corrective Action?
Yes- After having the seek to understand Conduct will always most likely result in a CA.
What should happen after a team member misses work without calling in?
Have a seek to understand conversation. Anytime a TM has a NCNS we first want to find out what happened and why they didn't call the store or use the app in order to determine the next step, which is usually a Corrective Action.
Is swearing at a leader, TM or guest Performance or Conduct?
True or False? When you document performance conversations with a TM, it will lead to Corrective action.
False- Documenting the conversations you have with your team is a record for you to show that you have given them feedback on their performance. A corrective action for performance is only used when a TM shows repeated patterns of poor performance after their leader has set clear expectations and has repeatedly given them the feedback that they are not meeting expectations.
This is what your leader and the ETL-HR will be looking for when you want to move to Corrective action.
Consistent and timely documentation that shows a pattern of poor performance.
Can you hold a Team Member accountable to a CA NCNS but they used sick time for the day.
No, you cannot hold them accountable if they logged sick time. They also have three days to input it in and it will not count against them.
How many NCNS in a row do you need to be terminated?
A termination happens if there are 3 consecutive NCNS's.
Is pushing more than seven carts in at once Performance or Conduct?
Conduct- Unsafe behavior such as failing to use a team lift when required, blocking an emergency exit, climbing racks or shelves or dropping items from shelves is a safety violation that could result in a counseling or Final Warning depending on the seriousness of the issue.
What would lead to you documenting a conversation with a TM?
When a pattern of poor performance emerges or a serious trend arises. Leaders should begin to document the conversations they are having with TMs when it no longer is on the spot feedback but instead are repeated reminders and failure to improve. Documentation should include the situation, behavior, impact, expectation and TM response.
You should also document any time your formally set expectations with a TM.
Documenting conversations does not mean that a TM is going to go on a Corrective action, but it is necessary if you want to move to the next step.
This is the next step if a TM receives any three Corrective Actions in a rolling 12-month period.
Termination. This happens when any 3 active CA's whether Performance or Conduct in a rolling 12-month period. Because any additional behaviors within the same rolling 12 months that would typically result in an additional Corrective Action will instead result in termination.
Leaving their keys in the baler.
Corrective Action (only after a seek to understand determines that they understand the policy)