As a manager, it is your job to make sure that the work gets done right and in a timely manner. But, at times, that doesn't happen. Deadlines get missed. Orders get filled incorrectly. And customers are starting to complain about your service. Now you are fighting poor performance fires.

Stop thinking it'll get better. Deal firmly and promptly with a poor performer. If certain behaviors --- coming in late or not filling out forms right --- appear acceptable, then the person will see no reason to change. The problem continues. Your good performers will have to then pick up the slack. Morale goes down. Now you have a bigger headache. Here are three steps to quickly put out poor performance fires.

1. Get a handle on the problem.
Before confronting the poor performer, stop and determine

• How often and under what circumstances does it occur?
• What's the impact or consequences of the poor performance?
• What actions will correct the situation and lead to better performance?

2. Find out the real cause(s) of the problem.
Now go into a coaching mode and find out if the problem is due to the lack of

• Clear goals and expectations? Sometimes people don't know specifically what they are supposed to do. Performance management starts with a carefully charted direction.
• Resources, tools and information? What do people require to do their job well? At times, all that is needed is access to data or a job aid or a software upgrade.
• Recognition and motivation? People work for different reasons but most of us like to be recognized for doing a good job. We become motivated to work harder.
• Skills and knowledge? Do people need additional training or coaching to increase their capabilities? Remember, learning is on-going not a one-shot deal.

3. Resolve the problem.
If the poor performance is due to a lack of understanding of the proper procedures, then perhaps the answer is to have a co-worker show the person the right process in handling an order. Or, if the poor performer doesn't have the proper tools to do the job well, then find a way to get them. Don't expect to get extraordinary performance from mediocre resources. Perhaps all that is needed to improve employee performance is a simple and inexpensive morale booster, like a pizza lunch or a dozen cookies.

An effective leader not only delegates work but also does not disappears until it's time for the yearly performance appraisal. She steps in to stop poor performance before it escalates into a raging brush fire.

Do you want good, consistent performance? See the Performing: What Really Works handbook.  It's packed with solid, roll-up your sleeves tips to stop fighting fires and start managing performance right.

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Copyright 2006-2009, Marcia Zidle. Will you have a bright future? you ready to make your organization stand out in the crowd in competing for customers, clients, funders or community awareness? Contact us and let us show you how to make that happen.

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