MEASURE AND COMMUNICATE WHAT REALLY MATTERS IN PERFORMANCE

By
Education & Training with Performance Development Strategies

The best way to create top performance in your sales team and staff is knowing what great performance for your organization looks like. Before you begin talking about standards you need to know and clearly communicate your organizational values and goals. It all starts there!

I have made this statement many times… only work with people who share your values. Specific values may be called out in performance goals such as a restaurant server acting in a way that creates a great guest experience. Values are very important and so are behaviors.

Behaviors involve how an employee should act and react and values play a big part in this. Of equal importance are the required deliverables. These are the results. Now how do we communicate this?

Let’s start with clear standards and goals and then do regular measurements. Many managers dread the words “Performance Appraisal.” Unfortunately, that attitude creates failed opportunities. A performance appraisal is a time to have critical conversations with an employee around behaviors and results.

Well administered performance appraisals can create positive results such as:

  • Providing constructive feedback that improves productivity
  • Identifying training and development needs
  • Communicating expectations
  • Fostering commitment and common understanding

These positive results will not happen by using standard appraisal forms. I have seen some forms used that have been borrowed from other organizations and they really don’t fit where they are being used. Then, too, how do you ensure that you have everyone evaluated without bias? Afterall, performance appraisals are used for raises and bonuses. How can you account for those who are strict raters vs. those who are lenient raters? Then there are raters who rate one question on an appraisal form and, based on their marks on that question, carry the same appraisal to every other question. We call that the Halo/Horns effect. There are many other examples. We can overcome these problems by using one of two systems that overcomes these difficulties.

b2ap3 large PerformanceAppraisal

Management by Objectives (MBO) - here the employee or team member helps set goals and objectives. This creates a dialog between the employee and the manager. The goals are not imposed but they still reflect the goals of the organization.

Behaviorally Anchored Rating Scale (BARS) – this method is used to overcome problems of rating forms by describing examples of desirable and undesirable behavior. When you clearly indicate behavior associated with each level of performance you help reduce some of the limitations with other appraisal methods. For example, a receptionist might have a BARS like this one:

Outstanding 5 – Positive and cheerful with visitors, completes project work independently.

Satisfactory 3 – greets visitors in pleasant manor, keeps workspace neat, transfers calls correctly.

Unsatisfactory 1 – uncomfortable with phone system features, makes frequent mistakes, cluttered disorganized desk

As you can see bars focuses the job behaviors and removes the interpretations bias of other rating forms. In many situations, you can have critical conversations about results when you use the BARS system.  For a similar post on our web site see COMMUNICATING STANDARDS AND DEVELOPING ACCOUNTABILITY.

Is your performance appraisal system not working? Would you like to change it?

Contact us to learn more

or call 914-953-4458.

 

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Re-Blogged 2 times:

Re-Blogged By Re-Blogged At
  1. Roy Kelley 09/18/2019 01:00 AM
  2. Ginger Harper 09/18/2019 07:34 AM
Topic:
ActiveRain Community
Location:
New York Westchester County
Groups:
Coaching and Mentoring
Tags:
management by objectives
performance appraisals
creating peak performance
behavioral anchored rating scale

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Rainmaker
3,267,120
Sally K. & David L. Hanson
EXP Realty 414-525-0563 - Brookfield, WI
WI Realtors - Luxury - Divorce

only work with people who share your values.

 

      YES !

Sep 18, 2019 02:09 AM #21
Rainmaker
1,942,404
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Debe -  big problem is hire someone and ask them to do their own job description.

Laura - working in collaboration is a great way to obtain a result.

Sally and David - that is indeed a very big yes.

Sep 18, 2019 04:24 AM #22
Rainmaker
300,525
Shirley Coomer
Keller Williams Realty Sonoran Living - Phoenix, AZ
Realtor, Keller Williams Realty, Phoenix Az

Great communication with your staff is so important.  Many real estate agents don't understand that they need to communicate with staff, have goals and regular feedback sessions.  Thanks for a great article!

Sep 18, 2019 05:54 AM #23
Rainmaker
1,942,404
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Shirley - and sometimes they have trouble with difficult conversations.

Sep 18, 2019 09:33 AM #24
Rainmaker
234,754
Janice Zaltman
United Realty Group - Boca Raton, FL
South Florida Residential Real Estate

Hi Grant Schneider  . It amazes me how many companies put up with poor attitudes. I think that they are so afraid of lawsuits these days. I saw a pharmacy technician putting down an older woman who could not read the prescription on her bottle and asked for help. The technicican was nasty to her. It was so outrageous that I called the manager later that day who said that  he went back to speak with her and saw her doing the same thing to another woman. Did he fire her, no. He said that he  'wrote her up", whatever that means. Then today I complimented a super friendly woman at an office who was filling in for a woman who never smiles and looks miserable at her job. She just shrugged and said that there are no parameters set for how to greet people at this business.  Whoever answers the phone or greets you at a business sets the tone for the whole experience. Thanks for your thoughtful post. 

Sep 18, 2019 05:52 PM #25
Rainmaker
525,290
Hella M. Rothwell, Broker/Realtor®
Carmel by the Sea, CA
Rothwell Realty Inc. CA#01968433 Carmel-by-the-Sea

That brings back memories of my early days in business working for corporations. It was so tough for me because I liked to work at top speed, often out of the box, and my staff had a hard time keeping up. That's why I am now an independent broker.

Sep 18, 2019 06:43 PM #26
Rainmaker
317,995
Dave Rosenmarkle
Highland Realty - Arlington, VA
32 years of providing fully satisfying service!

This post needs to be read twice to get all of the great points made. One of the more significant problems in providing feedback is that too often it only happens when required as opposed to integrating it with ongoing performance conversations. Ideally, the actual performance assessment is a summary of earlier conversations.

Sep 19, 2019 05:03 AM #27
Rainmaker
406,045
Matthew Klinowski, PA
Downing-Frye - Naples, FL
Golf Community Real Estate Specialist

Good morning Grant, great post on communication. Communication in every area of life is important, whether you're talking with a customer, your employees or your significant other.

Sep 19, 2019 05:07 AM #28
Rainmaker
922,313
Ginger Harper
Coldwell Banker Sea Coast Advantage - Southport, NC
Your Southport~Oak Island Agent~Brunswick County!

Thanks so much for sharing.

great post.  

Sep 19, 2019 07:40 AM #29
Rainmaker
1,942,404
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Janice Zaltman - there is a culture in that place but not a good one.  It sounds like no one there knows what the company's core values are.

Hella - that is certainly a point of frustration.

Dave - you really put your finger on an important element.

Matthew - communication is at the heart of it.

Ginger - thank you.

Sep 19, 2019 09:10 AM #30
Rainmaker
3,829,947
Dorie Dillard CRS GRI ABR
Coldwell Banker United Realtors® ~ 512.750.6899 - Austin, TX
Serving Buyers & Sellers in NW Austin Real Estate

Good afternoon Grant Schneider ,

What an excellent post! So glad to see it featured..a wealth of information but the bottom line is always work with people who share your values.

Sep 19, 2019 02:27 PM #31
Rainmaker
469,904
Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

Another great post ... so worthy of FEATURE!  Grant Schneider 

"only work with people who share your values"

Sep 19, 2019 05:41 PM #32
Ambassador
1,866,606
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Hi Grant.   More feature-worthy advice here. I too like the bottom line on this, re: values. And Dave's added suggestion of on-going dialog. Makes sense. 

Sep 20, 2019 08:35 AM #33
Ambassador
4,011,579
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Grant:

There are lots of excellent points in your post...and great reasons for the features. Even though some of us are solo practitioners there is some important advice here about performance standards and expectations that apply to ourselves, but also the vendors we work with.

Jeff

Sep 20, 2019 07:42 PM #34
Rainmaker
1,942,404
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Dorie - that is always my bottom line--shared values.

Diana - I wish more people understood that.

Debb and Bernie - the ongoing dialog is facilitated when you use BARS.

Jeff - your point about vendors is well taken.

Sep 21, 2019 03:48 AM #35
Rainmaker
4,104,522
Joan Cox
House to Home, Inc. - Denver Real Estate - 720-231-6373 - Denver, CO
Denver Real Estate - Selling One Home at a Time

Grant, you always share the best advice for business owners to ensure they succeed.

Sep 21, 2019 06:24 AM #36
Rainmaker
3,209,228
Endre Barath, Jr.
Berkshire Hathaway HomeServices - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

Grant, I would not have expected anything less from you than this fantastic post. Yes Yes Yes to working with people who have similar values. Having a niche as the "Land Specialist in LA" I have turned down working with people who have different value systems from mine and when I discovered it later I chose not to work with them again....Endre

Sep 22, 2019 03:52 PM #37
Rainmaker
1,942,404
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Joan - thank you for that.

Endre - It really is the bigest factor--values.  If it is not right don't do it.

Sep 23, 2019 03:18 AM #38
Rainmaker
2,503,011
Rebecca Gaujot, Realtor®
Vision Quest Realty - Lewisburg, WV
Lewisburg WV, the go to agent for all real estate

Grant, I agree that great communication with your staff is so important. My broker is really good at communicating with her staff and our office meetings are excellent. 

Sep 26, 2019 11:42 AM #39
Rainmaker
1,942,404
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Rebecca - and one of the advantages of BARS is that it is a better way to communicate standards.

Oct 01, 2019 06:34 AM #40
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