By Dr. Jay Kent-Ferraro
Question: I own a small business and am trying to improve the way we do things. I have asked my two key employees for regular reports on certain things, including progress on strategic goals. For the fourth straight month now, their reports are poorly written and lack meaning and focus. I’ve told them so each time, but they’re not improving. Where do I go from here?
Answer: Performance problems such as these generally fall into one of two categories: communication breakdown or environmental roadblock.
Communication Breakdown is a problem in communication between you and your employee. Does he or she really know what you want? Sure, you’ve told them, but did they really hear and fully understand?
Coaching Tip: Instead of simply expecting them to understand, ensure that you have communicated clearly. Develop a back-and-forth dialogue and really try to get them to understand. Better yet, show them. Design a report template with the type of information and format you desire. Review it with them in detail, explaining the key sections and objectives. Compare their work to the template and help them see where theirs is deficient. Then privately and publicly reward improvement!
Environmental Roadblock addresses environment hindrances. Maybe the employee is unable to gather the information needed for the report. Or maybe they don’t have the writing skills or other tools necessary to get the job done. Maybe they’re afraid of the consequences if the true data are revealed.
To be sure, poor performance due to environmental roadblock(s) requires a different response from the one required for poor employee performance.
Coaching Tip: Don’t speak employee empowerment – do it! Once you’re sure they understand WHAT is desired, ask them to find out why failures persist. Have them give you specific issues and potential solutions. Then get out of the way and let them deal with the problem. Tell them nothing is off-limits and invite candid communication with you about the findings. Now you’re on your way to building a culture of success!
Dr. Jay is a psychologist and coach to business owners and executive teams. He also has an MBA from University of Phoenix. Send your questions to Editor@TheBusinessOwner.com.
This article originally appeared in The Business Owner Journal, the periodical of choice for owners of small and midsize private businesses. All rights reserved, D.L. Perkins LLC. © 2012.
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