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IMPROVING
EMPLOYEE PERFORMANCE
through workplace coaching
a practical guide to
performance management
EARL M A CARTER
FRANK A McMAHON
imp' employee performance fb 9/12/05 10:46 am Page 1
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IMPROVING
EMPLOYEE PERFORMANCE
through workplace coaching
Earl – In memory of Percis Kilcoy Smith and George Minto Carter, and the gang
who exited 42 Todd Street; and to Bernice Carter (nee Pridmore) and Sarah Rachel
Carter for their inspiration, support and long lunches over two generations.
Frank – To my wife Pauline, children Penny, Dale and Kirsten, granddaughter Chloe,
and my parents Bill and Ella.
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IMPROVING
EMPLOYEE PERFORMANCE
through workplace coaching
a practical guide to performance management
EARL M A CARTER
FRANK A McMAHON
London and Sterling, VA
Publisher’s note
Every possible effort has been made to ensure that the information contained in this
book is accurate at the time of going to press, and the publishers and authors cannot
accept responsibility for any errors or omissions, however caused. No responsibility
for loss or damage occasioned to any person acting, or refraining from action, as a
result of the material in this publication can be accepted by the editor, the publisher
or any of the authors.
First published in Great Britain and the United States in 2005 by Kogan Page Limited
Apart from any fair dealing for the purposes of research or private study, or criticism
or review, as permitted under the Copyright, Designs and Patents Act 1988, this
publication may only be reproduced, stored or transmitted, in any form or by any
means, with the prior permission in writing of the publishers, or in the case of
reprographic reproduction in accordance with the terms and licences issued by the
CLA. Enquiries concerning reproduction outside these terms should be sent to the
publishers at the undermentioned addresses:
120 Pentonville Road
London N1 9JN
United Kingdom
www.kogan-page.co.uk
22883 Quicksilver Drive
Sterling VA 20166-2012
USA
© Earl Carter and Frank McMahon, 2005
The right of Earl Carter and Frank McMahon to be identified as the authors of this
work has been asserted by them in accordance with the Copyright, Designs and
Patents Act 1988.
ISBN 0 7494 4464 9
British Library Cataloguing-in-Publication Data
A CIP record for this book is available from the British Library.
Library of Congress Cataloging-in-Publication Data
Carter, E. M. A. (Earl M. A.)
Improving employee performance through workplace coaching : a practical guide
to performance management / Earl Carter and Frank McMahon.
p. cm.
Includes bibliographical references and index.
ISBN 0-7494-4464-9 (alk. paper)
1. Employees—Training of. 2. Employee motivation. 3. Mentoring in business.
4. Labo
r productivity. 5. Performance standards. I. McMahon, F.
A. (Frank A.) ll. Title.
HF5549.5.T7C298526 2005
658.3’14—dc22
2005019168
Typeset by Digital Publishing Solutions
Printed and bound in Great Britain by Creative Print and Design (Wales), Ebbw Vale
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Contents
About the authors vii
Introduction 1
1. Managing people 15
Who is the approach for? 15
Key features 16
A purpose-built approach 21
2. Getting started 25
Establishing clear expectations 26
The development process – code of conduct 32
The development process – performance standards35
3. Preparing to coach people 41
Setting the scene for workplace coaching41
Job design/work organization 44
Performance-based selection 45
Induction 46
What is a workplace coach? 46
4. Operating as a coach on the job 53
Providing informal feedback on the job 55
Key features 56
The quality and integrity of evidence 57
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5. Operating as a coach during a formal review 61
Providing formal feedback off the job 63
A: Designing a structure for a formal review (feedback) 65
Preparing for a formal review 70
B: Conducting a formal review 72
6. Developing coaches for managing people 83
A: Learning design 85
B: Training design 96
Summary 106
7. The road to goodbye: when dismissal is the only
solution 109
Background 109
Conduct and capacity to perform 110
8. A risk management approach to people
management 123
Analysis of approaches to people management 124
Identifying the risks 124
Developing treatments for identified risks (an
insurance policy and a driver for continuous
improvement) 127
The costs 129
9. Preparing your workplace 135
Barriers to improving people management 136
Getting started 137
A reminder of the nine principles 139
The last word 142
Appendix 1: Terminology 143
Appendix 2: Case study in the production sector 145
Appendix 3: Case study in the service sector 151
Appendix 4: Managing and rewarding the performance of
senior managers
Index 171
157
vi Contents
Earl Carter is Principal Consultant and Managing Director of Workplace
Training and Development Australia, National and International
Consultancies. His QPDS (Quality People Development System) approach
links organization and job needs to continuous employee development,
particularly through learning, assessment, coaching and mentoring.
Earl has worked for many organizations in industries such as coal mining,
brewing, drilling, pile driving, steel, forestry, superannuation, university,
packaging and petrochemical. He has held positions in private enterprise,
government and universities.
Frank A McMahon is Principal Consultant, Management Development
Australia Pty Ltd. He has implemented people-based performance
improvement projects in many organizations ranging from large
transnational/multinational companies (including Phillip Morris, Exxon-
Mobil, BHP-Billiton, Telstra and Brambles) to significant Australian-based
companies in the food, timber, mining and service industries (including
Kraft, Forestry Tasmania, AMP, Federal Hotels and Nabalco).
Frank has provided consultancy services for the Australian Department of
Social Security (now Centrelink) and worked for both the Victorian and
Tasmanian state governments in senior administrative positions in education
and continues to provide consultancy services to local government
organizations in Australia. He has also held the posts of course designer and
visiting lecturer at Monash University (Mt Eliza) and the University of
Tasmania.
About the authors
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Introduction
BACKGROUND
We have been talking about people management (or the lack of it) for over
20 years. The key questions we asked were these:
࿖
Why did the management of people never seem to work properly in most
of the organizations we had worked in?
࿖
Why were the greater majority of organizations unable or unwilling (or
both), to develop standards of performance and/or a code of conduct/
behaviour (let alone maintain them!)?
࿖
Why was senior management not more insistent on day-to-day/hour-to-
hour feedback, which seemed to work extraordinarily well for those
managers who practised it?
࿖
Why was individual/group development so poorly managed?
It is fair to say that there are thousands of answers to these questions (mostly
legitimate) and we could write a very large book attempting to provide all
of them and suggestions as to how things might change. Not surprisingly
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[...]... that pushes performance and behaviour away from the ‘sackable’ zone The key to our performance management approach is coaching and ‘real time’ feedback (continuous workplace performance improvement), done by individual line managers Effective coaching practices depend on these line managers 8 Improving Employee Performance Effective coaches = good performance management = few sackings = good workplace. .. Our approach to coaching is unique as it demands line managers use both remedial and developmental roles (how you get people up to excellent performance) Under our approach, line managers are not performance supervisors but performance coaches This is critical for anyone seeking to gain maximum value out of implementing a system that will deliver improved employee performance Workplace coaching is the... ‘unacceptable’?) 10 Improving Employee Performance Best practice in managing people relates to early intervention and an effort to correct underperformance, or recognize excellent performance at the first available opportunity Managers must actively coach their people if they are to improve With commitment to engage in regular coaching plus some skills training, anyone can be an effective coach Providing the coaching. .. of excellent performance; a plan to eliminate poor performance We now turn to Chapter 2, getting you started in the development and implementation of workplace coaching, in particular the processes associated with performance standards and a code of conduct based on work expectations NOTE 1 As consultants we become the planners, along with selected managers and employees We apply our coaching strategy... But there can be no guarantees as there is always the exception to the rule and/ or the fall-out from human error Improving performance management systems We have written a deliberately tough-minded approach to improving performance management systems in the workplace Our system will fit any workplace It builds on years of practical experience which are the credentials of our approach A total quality... founder of TQM, that performance appraisal ought to be eliminated Many TQM proponents claim that performance appraisals were harmful.5 A competencybased learning (CBL) approach is also promoted… we use it Our hope is that effective coaching delivered to the standard we have created keeps most employees well away from the possibility of being sacked for poor performance and/or behaviour Poor performance and... accountability for performance in their workplace and lead their team members through the processes to put a quality people management system in place The communication should not be about consulting and convincing managers and team members that people management is necessary It is about ensuring that they become committed to this particular approach (using workplace coaching with predetermined performance. .. taking a break – it is part of ‘what we do around here’ every day Good performance management becomes a habit of successful workplaces 22 Improving Employee Performance This approach thrives as part of everyday organizational life when there is confidence that it is: fair; consistent; honest; developed with the involvement of employees Giving and/or receiving positive or negative feedback should not... in an article ‘Appraising the performance appraisal’4 said, ‘some experts, in fact, recommend eliminating the performance appraisal altogether We agree The people who get them don’t like them The people who give them don’t like them Why should we do something no one likes or thinks is effective?’ 4 Improving Employee Performance Daniels goes on to say that the research on performance appraisals ‘has... involved in getting the right people on their team through performance- based selection and induction We make it clear that workplace coaching is the cornerstone of this approach to people management and describe the features of a coach, the activities involved, the principles that support the activities, and how and where these activities are applied in the workplace Chapter 4 How a manager operates on . IMPROVING
EMPLOYEE PERFORMANCE
through workplace coaching
a practical guide to
performance management
EARL M A CARTER
FRANK A McMAHON
imp' employee. McMAHON
imp' employee performance fb 9/12/05 10:46 am Page 1
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IMPROVING
EMPLOYEE PERFORMANCE
through workplace coaching
Earl – In memory
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