A whopping 65% of Australian HR managers admit to hiring an employee who failed to meet their expectations¹. These poor performers are an expensive commodity. They reduce productivity², monopolise their managers’ time³, and drag down the morale of those around them¹.
With so much at stake, addressing under performance is crucial to long-term organisational success. However, poor performance is a complex issue, and there are many reasons why someone might not be giving work their all. More often than not, that reason lies with their manager. So, how do we separate the true poor performers from those who are struggling to meet expectations?
The Reasons Behind Poor Performance
There are two main reasons why someone under performs; lack of ability, and lack of motivation⁴.
Ability is governed by more than just skill. While competency gaps are an obvious reason for poor performance, a lack of resources, expectations, and understanding will also affect an individual’s ability to perform well.
Motivation is influenced by both external and internal factors. Mental health issues such as depression can impact productivity and motivation⁵, as can tensions within a team, concerns over job security⁶, burnout, and a lack of incentive or accountability⁴.
Source: Eagle Hill Consulting
Managing Poor Performers
When addressing performance issues, do not view the individual as a poor performer. Assume that the problem is your responsibility since, as a manager, you are ultimately responsible for setting expectations, ensuring they are understood, and providing resources that enable staff to deliver on their objectives. Managers also have a huge impact on motivation and job satisfaction.
A one-to-one conversation is the quickest way to identify the problem. Avoid comments that sound critical or personal, and instead keep the conversation forward focused,
“I noticed that you’ve been struggling to meet deadlines recently, and I wanted to check in and see if there was anything I could do to help.”
By the end of the meeting, you need to have a thorough understanding of how that individual does their job and what obstacles and everyday problems they encounter.
Don’t be surprised if you hear the phrase, “I’m working as hard as I can”, or “There is nothing more I can do.” In my experience, this is true, and the individual really is working to the best of their ability. As managers, it’s down to us to identify any obstacles and address inefficiencies.
Training and Coaching
If your performance conversation highlights a skills gap, then it is your responsibility to address it. Providing employees with the opportunity to gain job-related skills introduces new ideas and encourages innovation, increasing productivity in the process⁷. Don’t be afraid to allow individuals the freedom to implement those ideas, either. Giving employees the autonomy to adjust ineffective workplace processes can improve performance at both a team and individual level⁷.
Ongoing feedback and coaching are vital to the success of any performance management strategy, especially when managing under performers. Coaching places the responsibility for finding a solution on the employee but provides them with the support they need to identify that solution. It’s a great way to increase confidence and help individuals prioritise their workloads, and can boost productivity by as much as 21%⁸.
If a lack of skills is the problem, then a combination of on-the-job training and coaching is often an effective solution. Don’t expect miracles to happen overnight, recognise that the process may take months and give the employee the time they need to address skills gaps.
Setting SMART Goals
If the individual doesn’t understand what is required of them, then it is up to you to establish clear expectations. Regular readers will know I’m an advocate of SMART goals, which are specific, measurable, attainable, relevant, and time-bound. By providing employees with a measurable objective and clear deadline, you increase responsibility for the outcome and individual accountability for performance.
Addressing the Impact on Team Members
In a US study, 68% of professionals cited a negative impact on employee morale as the biggest problem with poor performers. Most (54%) believe that they also play a pivotal role in cultivating an environment where a mediocre performance is acceptable⁹.
Leaders spend nearly 20% of their time managing under performers³, so it is crucial that you don’t overlook the rest of the team. Schedule performance conversations with those working alongside your poor performer. Focus on identifying any long-standing issues or obstacles facing the team as a whole and make sure that employees who are meeting or exceeding expectations feel valued and appreciated.
Knowing When to Quit
If intrinsic motivation is the problem, then you have on your hands a real poor performer. You can determine this by attitude, and a performance conversation or coaching session will generally be met with repeated negativity and disengagement. If this is the case, then the only solution is to remove the individual from their role.
To Sum Up…
Poor performance is a complex problem influenced by many factors. Addressing the issue requires a personalised approach, with a focus on improving workflow efficiency and providing individuals with the resources they need to meet expectations.
Do you have experience managing poor performers? Feel free to share your ideas, insights, and successes in the comments section below.
¹Robert Half, 2016. The cost of a bad hire: 10% of employee turnover is attributed to a poor hiring decision. Robert Half.
²Ekpang. 2015. Counselling for effective work performance: a way for service improvement. IOSR Journal of Humanities and Social Science. 20 (3). pp. 39-43.
³Robert Half, 2012. One bad apple. Robert Half.
⁴Marr. 2015. 7 causes of poor employee performance and how to address them. LinkedIn Pulse.
⁵Wang, et al., 2004. Effects of major depression on moment-in-time work performance. (Abstract) The American Journal of Psychiatry. 161 (10). pp. 1885-1891.
⁶Staufenbeil and Konig, 2010. A model for the effects of job insecurity on performance, turnover intention and absenteeism. Journal of Occupational and Organizational Psychology.
⁷Fernandez and Moldogaziev, 2010. Empowering public sector employees to improve performance: does it work? The American Review of Public Administration 2011.
⁸Cognology, 2015. A leader’s guide to coaching. Cognology.
⁹Eagle Hill Consulting, 2015. Are low performers destroying your culture and driving away your best employees? Eagle Hill Consulting.