I have gone through instances like these a ton, as I have been in manager in my role for some years now. It's important to catch the issue as soon as possible, so it doesn't stem into anything much worse than just performance issues. I had an employee who just wouldn't meet a metric no matter what we tried. Multiple excuses, multiple "system issues", and at the end of the day, it was just the employee purposely avoiding calls. Being transparent and letting the employee know that everything is visible to not only me, but also anyone else above me. Letting the employee know that while this is a very bad situation, they have the opportunity to turn it around and have one chance only. We set up a PIP, worked towards ensuring no calls were being avoided, and being transparent and honest with the employee helped them turn their entire metrics around, and they strive for greatness moving forward.
Performance problems are all apart of someones journey whether you are the employee, or the manager. It is a learning experience across the board, and can really turn an entire situation around for the positive. Being able to address and anticipate performance problems is definitely a skill. Managers must work towards finding out if these performance problems are either like a skill issue, or a will issue. Its important to find out if the issues are coming from the employee just not wanting to do something, or actually struggling with the task at hand. Once all of that is discovered, then you can work towards coming up with a correct plan to work towards resolving the performance issues. Situations like these should be discussed during 1:1's in a professional setting, and making sure that all communication is documented correctly. Making sure the employee doesn't feel singled out is important as well, and ensuring that these issues aren't occurring from anything other than just a skill/will issue is important, and all measures need to be taken. From there, if necessary, a performance improvement plan (PIP) can be created, and help the employee reach the goals that have been set out for them.
I have gone through instances like these a ton, as I have been in manager in my role for some years now. It's important to catch the issue as soon as possible, so it doesn't stem into anything much worse than just performance issues. I had an employee who just wouldn't meet a metric no matter what we tried. Multiple excuses, multiple "system issues", and at the end of the day, it was just the employee purposely avoiding calls. Being transparent and letting the employee know that everything is visible to not only me, but also anyone else above me. Letting the employee know that while this is a very bad situation, they have the opportunity to turn it around and have one chance only. We set up a PIP, worked towards ensuring no calls were being avoided, and being transparent and honest with the employee helped them turn their entire metrics around, and they strive for greatness moving forward.
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