performance management for hr practitioners - week 2 webinar
TRANSCRIPT
S
Performance
Management for
HR PractitionersWeek 2: Communication,
Coaching and Feedback - Part 1
Instructor: Ryan Hendricks
Your Moderator
Steve Ressler
GovLoop, Founder
and President
Week 1 Recap
S Strong participation in webinar (60%)
S 60+ comments in the live group discussion
S Weekly Reflection Feedback:
"I hope you’re enjoying the course as much as I am. I’m
learning a lot about both performance management and social
learning. This week’s webinar helped to achieve the course
objectives of identifying practices that encourage more regular
and meaningful communication with supervisors/managers, and
performance-based actions an HR practitioner can advise a
supervisor/manager to take....I think this will go a long way
toward improving our Federal Employee Viewpoint Survey
scores in this area..
Week 2 Webinar Agenda
S Week 1, Logistics and SME Intro
S Communication Skills for
Managers, Guide p. 43
S Coaching - Guide, p. 44
S Counseling - Guide, p. 45
S Feedback - Guide, p. 46
S Active Listening - Guide, p. 47
S Providing Instruction - Guide, p 48
S Gathering Information - Guide, p. 49
S Polls and Interaction
S Q&A
S Summary
S Week 2 Assignments
Webinar Tips
S Let’s continue to be interactive:
S Submit questions in the chat box - our expert will field them
S If you have any technical difficulties, use the chat window
S Direct it to the Chairperson and we will address it for you
S We are recording each session
S After the session, you will be able to find a link to the archived version of the webinar on the Week 2 page of the course group on GovLoop
S Don’t forget your reading, discussion and partner reflection!
Lesson Objective
S At the end of this lesson, you will be able to
identify practices that encourage more
regular and meaningful communication
between supervisors/managers.
Ryan Hendricks
Introductions: Your Instructor
Human Resources Consultant,
U.S. Office of Personnel Management
Communication Skills
S Skills that indicate strong communication in the
performance management process include:
S Coaching
S Counseling
S Providing Feedback
S Active Listening
S Providing Instruction
S Gathering Information
S Reaching an agreement
S Understanding the employee perspective
Let’s Get Started!
Communication Riddles…
1. Coaching
S Modifying negative work behavior and reinforcing
positive performance
S Providing feedback and identifying obstacles
2. Counseling
S Can be useful in addressing an employee who is
having performance or behavioral problems
S Alerts the employee that there
is a problem
S Elicits information from the
employee
S Guides the employee toward
improvement
3. Providing Feedback
S Convey your positive intent
S Describe specifically what you have observed
S State the impact of the behavior
S Ask for their point of view
S Focus the discussion on solutions
4. Active Listening
S Active listening includes more than just listening to
the words that someone is saying.
S Pay attention to the tone,
behavior, and actions
S Ask follow-up questions
S Use open-ended questions
Use open-ended
questions.
What obstacles
are preventing
you from
completing your
work?
5. Providing Instruction
S More direct form of communication
S Sometimes it is require to mandate an
employee
S Removes employee input from the process
6. Gathering Information
S Focus on results
S Solicit input from individuals
S Jointly arrive at a solution
Scenario
S You have been leading a project for the past 2 months
which a couple of individuals are assisting on, including
your co-worker Glenn
S Glenn has been having issues completing his assignments
for the project on time, and the work he does complete is full
of errors
S You decide to try some of the communication skills you
learned from this webinar to address the problem
Let’s hear from you!
Poll 1:
What communication skills, if any,
could you use to address this
situation?
Let’s hear from you!
Poll 2:
Which combination of these skills
would be MOST helpful?
Let’s hear from you!
Poll Question 3:
Are there any communication skills that
you would avoid in this situation?
Interactive Chat: Timing
SWhat are the best times to provide
feedback? The worst?
S Time of day?
S Day of week?
S Situation?
S
Questions?Ask the expert!
Submit your questions in the chat window.
Key Points (1 of 2)
S Communication plays a vital role in ensuring the success
of the performance management process
S Despite there being only a handful of formal
communications throughout the year, there are plenty of
opportunities to offer informal coaching or feedback
S Messages between sender and receiver cannot be
transmitted with 100% accuracy
Key Points (2 of 2)
S Informal coaching and feedback sessions provide the
supervisor/manager with an opportunity to modify poor
work habits and encourage positive work habits
S Good communication skills will lower the chance that a
message is misunderstood
S Supervisors/managers need to be able to integrate their
employee’s point of view into their decisions
Week 2 Assignments
Attend Webinar ✓
Complete Readings
o “Powerful Conversations and the Consequences of
Avoiding Them” (Blog Post)
o “What Is the Value of Coaching in These Times of
Uncertainty?” (Blog Post)
Engage in Group Discussion (Thursday, March 7 at 2p ET)
Submit Reflection to Class Partner by Friday COB
Look for next week’s Email
