Managing Poor Performance & Problematic Behaviours

Managing Poor Performance & Problematic Behaviours

Introduction

Not responding to training, refusal to follow instructions, not following SOPs, not demonstrating desired behaviours, punctuality issues, missed deadlines, increased mistakes, reduced work quality, poor time management, insubordination, lack of focus, lack of commitment and other challenging performance issues.

The list goes on. Managing Employee Performance is arguably one of the toughest challenges for any supervisor and manager. It is however necessary. This is because poor work performance and difficult behaviours can have a negative impact on productivity and workplace effectiveness, and may impact adversely on those employees who are performing well and ultimately, affect the work culture.

The process of managing a staff’s performance is part of a leader’s day-to-day function. Communicating Clear Expectations, Training, Monitoring, Giving Feedback, Performance Improvement Plan (PIP), Motivating, Counselling and Progressive Discipline are all components of the holistic Performance Management System. When this process operates effectively, employees know what is expected of them and are able to perform to the expectations of the organization and thereby creating a high-performance culture!

This 2 day high-impact program equips the Managers with the knowledge & tools of how to deal with poor performance & disciplinary problems, the effective way!

Organization

Diya Training & Development Consultancy Sdn Bhd

Outcome

At the end of this program, you will be able to:

- Learn why performance problems happen at the workplace
- Learn the importance of managing performance, monitoring and taking appropriate action
- Apply fundamental principles & practices of good Industrial Relations
- Learn the informal and formal processes of managing poor performance and misconduct in the Progressive Discipline Procedures
- Use effective tools to analyze & manage under-performing staff using PIPs
- Proactively manage performance by using the 4Cs to set and communicate clear expectations to all employees, effectively
- Use Re-engineered Communication to convert blame / criticizing language to solution-focused language to inspire accountability to change
- Learn what is “Feedback” and when to provide it
- Maintain control on Feedback & Counselling sessions by focusing on being specific and objective about the disciplinary problem
- Document counselling sessions accurately using counselling form
- Conduct effective PIPs, Feedback & Counselling using the 7 Steps
- Hold employees accountable, the effective way
- Successfully manage poor performance and behaviour

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No	Topic	Topic Description
1	Module 1 – Managing Performance – Fundamentals!	HR is HR's Job!! True Or False? The difference between Performance & Behaviour The Performance Management Process Why some employees struggle & why performance problems happen? Group discussion - what common disciplinary problems do you face? Leading yourself first, before leading others Every action starts with monitoring! Managing performance proactively: what staff need first! Types of misconduct - minor, major & gross Formal progressive disciplinary procedures Can a minor misconduct / poor performance become major? Principles of natural justice and good discipline policies How (& why) to analyze performance problems When to conduct performance analysis? The 3-step performance analysis The 7-steps to structure a pip discussion Performance improvement plan (pip) Role-plays – conducting pip discussions using 7-steps Group exercise – Conducting analysis of your poor performing staff Malaysian IR case reviews -termination for poor performance, probationer, malingering, medical certificate abuses & medical board-out
2	Module 2 - Setting & Communicating Clear Expectations!	What do you do with newly joined employees or newly promoted employees or misunderstanding about performance situations? Why is setting clear expectations so crucial? The 4Cs of clear expectations The clear expectations agreement tool Role-play - Communicating clear expectations Re-engineering your Communication - Solution-Focused: Purpose of re-engineering Guidelines to re-engineer Re-engineering exercises & group presentation
3	Module 3 – Constructive Feedback & Counselling Skills	What is Constructive Feedback, actually? When do you give constructive feedback? Are you giving feedback or criticizing? What is counselling? When do you conduct counselling? Consequences of failing to take action The 8-Pillars of feedback & counselling Avoid negative & judgmental statements Your objective in feedback & counselling – Solution! The SBI Model The skills of giving feedback Professionally: 'Solution-Focused Language' & steps of giving feedback Body language & listening skills Dialogue answers & trap answers The 7-Steps to give feedback Professionally Role-plays - Giving constructive feedback The 7-Step counselling process Dialogue example Documenting the discussion using counselling form Rope-plays - Conducting counselling Summary, re-cap & final thoughts

Topic

Topic Description

Module 1 – Managing Performance – Fundamentals!

HR is HR's Job!! True Or False?

The difference between Performance & Behaviour

The Performance Management Process

Why some employees struggle & why performance problems happen?

Group discussion - what common disciplinary problems do you face?

Leading yourself first, before leading others

Every action starts with monitoring!

Managing performance proactively: what staff need first!

Types of misconduct - minor, major & gross

Formal progressive disciplinary procedures
Can a minor misconduct / poor performance become major?

Principles of natural justice and good discipline policies

How (& why) to analyze performance problems

When to conduct performance analysis?
The 3-step performance analysis
The 7-steps to structure a pip discussion
Performance improvement plan (pip)
Role-plays – conducting pip discussions using 7-steps

Group exercise – Conducting analysis of your poor performing staff

Malaysian IR case reviews -termination for poor performance, probationer, malingering, medical certificate abuses & medical board-out

Module 2 - Setting & Communicating Clear Expectations!

What do you do with newly joined employees or newly promoted employees or misunderstanding about performance situations?

Why is setting clear expectations so crucial?

The 4Cs of clear expectations

The clear expectations agreement tool

Role-play - Communicating clear expectations

Re-engineering your Communication - Solution-Focused:

Purpose of re-engineering
Guidelines to re-engineer
Re-engineering exercises & group presentation

Module 3 – Constructive Feedback & Counselling Skills

What is Constructive Feedback, actually?

When do you give constructive feedback?

Are you giving feedback or criticizing?

What is counselling?

When do you conduct counselling?

Consequences of failing to take action

The 8-Pillars of feedback & counselling

Avoid negative & judgmental statements

Your objective in feedback & counselling – Solution!

The SBI Model

The skills of giving feedback Professionally:

'Solution-Focused Language' & steps of giving feedback
Body language & listening skills
Dialogue answers & trap answers
The 7-Steps to give feedback Professionally

Role-plays - Giving constructive feedback

The 7-Step counselling process

Dialogue example

Documenting the discussion using counselling form

Rope-plays - Conducting counselling

Summary, re-cap & final thoughts

Expert

Sunny Savinderjit Singh

Savinderjit Singh (or Sunny as he is commonly known as) is a professional with 27 years of LEADERSHIP experience from 4 industries, including 15 years as a professional CONSULTANT TRAINER in the training and consulting business. Sunny brings a wealth of working experience at both Strategic & Operational levels from the following 4 industries: 1. Hospitality Industry2. Petroleum and Logistics Industry3. Education Industry4. Training & Consulting (present) Throughout his illustrious career in all these industries, Sunny has acquired tremendous experience in people and organizational development at both operational and strategic levels which includes functions such as Human Resources, Policy-Making, Administration, Operations, Sales and Training functions. Upon leaving employment in 2006, Sunny embarked on his dream quest as a professional Consultant Trainer and founded Diya Training, a professional Sdn Bhd training and consulting company. Sunny's passion and knowledge for training and development has led him to formulate, design and deliver DIYA's very own signature Leadership, Culture-Building, Service, Sales, Strategy & Performance Improvement Programs for HODs, Execs, Supervisors and Non-Execs (top-down approach). Besides training, Sunny's PROJECT consulting experience include Balanced Scorecard & KPIs PROJECT, Performance Management & Appraisal PROJECT, Leadership Culture PROJECT and Culture Transformational PROJECT. Sunny's world class programs and facilitation skills have met with very high scores and approval ratings from leading international corporations, leading MNC companies (American, Japanese and European) and local public-listed companies all over Malaysia. This includes consulting work. In short, Sunny has conducted training and consulting work for 8 industries. Feedback received is nothing less than excellent! (Diya FB Page, Diya Website and up-coming HRDF Training Effectiveness. Sunny's trademark includes creating highly engaging and learning environment and at the same time equipping participants with practical step-by-step tools to apply back at the workplace. Sunny has conducted training & consulting work for 8 industries over the past 15 years. Sunny is a Certified Train The Trainer from PSMB and founder and Managing Consultant of Diya Training & Development Consultancy Sdn Bhd.