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SSuurrvviivviinngg PPeerrffoorrmmaannccee MMaannaaggeemmeenntt

Advice from the Communications Workers’ Union to inform and assist members with issues arising from Performance Management

Performance Management The purpose of this guide is to inform members of developments in the subject of ‘Performance Management’ from the perspective of the employee. Organisations have a large body of material available to them that have been produced by Human Resources (HR) practitioners and professional bodies, which enables them to develop performance management systems. This guide attempts to redress the balance and provide CWU members with advice on performance management issues. Studies suggest that, when carried out well, performance management is a powerful tool to focus activity and effort, and therefore enhance business performance. However, done badly, it can disengage staff, foster unproductive activities, waste effort and misdirect rewards. This guide has been developed based on information members have provided through their own experiences of performance management and informs CWU members with practical advice when facing a ‘Performance Improvement Plan’ (PIP). Introduction This guide has been produced in response to concerns raised by CWU members in relation to the way in which they are being “performance managed”. The advice in this document provides members with information to assist them if they face any kind of performance management issue and ensure that organisations are not using their performance management system as a “managing out” programme. A “managing out” programme is a sophisticated HR process. This occurs when an organisation decides to dispense with the services of an employee and takes steps to terminate the employment contract without breaching employment or equality legislation. Once this process commences, workers face a choice between leaving the company or working under the threat of dismissal. We aim to establish a counter-process that enables you to protect yourself against an unfair performance appraisal that may lead to you being “managed out” of the company. We recognise the importance of good performance at all levels in the workplace. We believe that, with the right support, training and coaching, all workers are capable of achieving fair and reasonable targets. The CWU believe that performance management should be applied in a transparent, non-threatening way to address issues. We want to see organisations creating an environment which enables

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employees to deliver first class service, and which listens to and addresses concerns that are identified. This guide is divided under the separate headings:

1. What is a PIP? 2. How are targets calculated? 3. How do I avoid a PIP? 4. Your performance checklist 5. What should I do if I believe I have been unfairly put into a PIP?

The guide finishes with an Frequently Asked Questions (FAQ) section; this guide is for information purposes only and is not a legal interpretation. What is a Performance Improvement Plan (PIP)? Historically a PIP is a performance management tool designed to improve employee performance and is used in a large number of companies today. It is designed to facilitate constructive discussion between an employee and his or her supervisor, and to clarify any work performance to be improved. It is implemented at the discretion of management when it becomes necessary to help a staff member improve his or her performance. The supervisor/manager, with input from the affected employee, develops an improvement plan; the purpose of the activities outlined is to help the employee to attain the desired level of performance. Generally a company will provide you with a set of targets or ‘Key Performance Indicators’ (KPIs), which they expect you to achieve; if you fail to reach the given targets they may place you on a PIP. In some companies this can lead to disciplinary action being taken against you if the company is not satisfied with the perceived improvement in your performance. Unfortunately, members have reported that some companies are using PIPs as a method to introduce unrealistic targets, which reduces the capability to earn bonuses and commissions. Furthermore, there are instances of organisations systematically developing processes designed to force workers onto a PIP as a way of “managing out” workers. “Be Prepared and Take Ownership” – Challenge the process, any lack of clarity etc. It is common to have difficulty in concentration when under pressure. Therefore, we suggest that you prepare a list of items that you wish to discuss during any meeting so the meeting is not led off on a tangent by the manager.

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How are targets calculated? The CWU understand that good performance is essential for the success of an organisation and that this may warrant the setting of targets. We believe that targets should be fair and reasonable. This means that any targets set should be specific, measurable, action-based, realistic and time-based (SMART). Targets should be set at an achievable level and any bonuses or commission should be achievable. Performance management should not be designed or used to punish workers with threats of demotion of title, reduction in pay/ bonuses etc. How do I avoid a PIP? The best way to avoid a PIP is to ensure that you have enough information about the process and you understand how your company operates its performance management system. Does your organisation take a positive or negative approach towards performance management? We recommend the following actions to assist you in avoiding being placed on a PIP. 1. Cover your actions

Don’t take shortcuts Report any technical problems that affect your work Record any issues that may affect you achieving targets

For example: In the retail sector bad weather may reduce customer numbers, whereas in call centres bad weather may increase the number of calls

Make a note of customers who seem unhappy 2. Challenge feedback

Request a full explanation of any perceived shortcomings Has your feedback been provided in a timely way? Does the feedback accurately match the objectives which were set out?

3. Targets

Have the targets been communicated to you in advance? Is there documented evidence to show that targets have not been met? Have you been given the opportunity to address this issue prior to being

placed on a PIP? Have the targets been revised or has the company introduced additional

targets? Are the targets fair and reasonable? Are there other colleagues who are failing to meet targets?

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4 Training and development Are there aspects to your role that you are unfamiliar with? Are you familiar with the operational systems? Have you been provided with appropriate training? Does your company offer support/ coaching / counselling?

5 Your personal circumstances

Has your manager taken account of your personal circumstances? Are there private issues outside of work which your manager has failed to

take into consideration? Are you suffering from stress? Does your company have a health and safety

policy? Have you just returned to the workplace from maternity leave or a prolonged

illness? It is essential that you do not attend any meetings regarding a PIP without first consulting with your local Branch Secretary or appropriate Union Representative. He or she will assist you in preparing for any meetings. Document All Information It can be stressful if you are informed by your employer that you are facing a PIP. It is essential that you document all details of meetings/ conversations whether they are formal or informal. Also, keep a record of any request for training, coaching or development that you have made to your manager.

Email your manager to confirm conversations or requests Keep any replies If you do not receive a reply, send a polite reminder seeking a response Ask for all responses in writing or email Ask for full details of your performance/ targets to be sent to you Keep all documents or records on performance Challenge comments which you feel are unfair in writing/ email Print and keep all documentation and bring home for safekeeping Documentation/ records should focus on recording the interaction between

line manager and employee, with factual input on targets as supporting material

All documentation to be sent to the line manager should be done promptly

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Your Performance Checklist

1. Have the performance standards required been communicated clearly to you?

2. Do you have a clear understanding of what is expected from you?

3. Discuss your understanding of what is expected of you with your line manager confirming the message has been received correctly. (Document this on HR system if one exists)

4. Have you received the necessary training to carry out the role?

5. Has your employer provided you with evidence that you are not reaching the required standard?

6. Have you received feedback about your perceived under-performance?

7. Have you responded verbally and in writing to your line manager and recorded this on the HR system?

8. Are you new to the role? If so, have you received adequate time to adjust to the new role?

9. Are the standards/ targets fair and reasonable and are they applied to all equally?

10. In essence you should have a clear understanding of the process and the procedures that apply. Do you?

What should I do if I believe I have been unfairly put into a PIP? If you feel that you are being unfairly treated in relation to a PIP, you should immediately contact your Union Representative. Your Union Rep will discuss your situation with you in confidence. Your Union Rep will assist you through this process and will advise you on a course of action that you can avail of.

¿Frequently Asked Questions?

Q) I believe I have been unfairly placed on a PIP - what can I do? A) Firstly, contact your Union Rep as it may be necessary to make a complaint. To do this you can raise a formal grievance through your company’s Grievance & Disciplinary Procedures. Your Union Rep will guide you through this process.

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Q) That’s all very well but my company refuses to deal with the Union! A) Whether or not your company refuses to deal with CWU for collective purposes, you are entitled to avail of union representation on individual cases. Your company’s Grievance & Disciplinary Procedures may or may not refer to this; however the Labour Court has deemed that individuals are entitled to avail of union representation at disciplinary and grievance hearings. Q) Has the CWU represented members through the PIP process? A) Yes, the Union has vast experience representing our members through performance management issues in companies where we have collective agreements and also in companies which refuse to recognise trade unions. Q) What can the Union do in circumstances where its members face a PIP? A) We can ensure that you receive fair procedures and natural justice. We advise you on the options that are available to you and provide guidance on how you should proceed through the process. Q) Can the Union assist me if I am not a member? A) No, we can only provide advice for our members. Q) Are there specific guidelines that apply in all circumstances? A) Yes. Contact your appropriate Union Representative. Under no circumstances should you sign any documentation or attend any meetings relating to a PIP before consulting with your union. The Union may be able to sit in on meetings and take notes for you or prompt you during meetings. This can be valuable in keeping the meeting on track and ensuring you get a fair opportunity to state your case. Conclusion While the CWU recognises that there may be benefits for organisations which use performance management programmes to enhance performance, the Union must ensure that companies which choose to use such policies are both fair and just. Organisations claim that the purpose of performance management is to improve the performance of all employees; however we are informed that some organisations are using this process to introduce ever increasing targets which de-motivate, increase stress and disengage workers. The CWU recommends that the best action for our members is to contact your Union at the first sign that you face a performance management issue.

Communications Workers’ Union

Exchequer Chambers Tel: 01 866 3000 Fax: 01 866 2099

19-23 Exchequer Street Email: info@cwu.ie Web: www.cwu.ie

Dublin 2 Facebook: CWU Ireland