Managing Performance: Best Practices 120

accountability

The expectation that individuals take responsibility for their actions and performance. Accountability requires clear expectations and a willingness to follow through with commitments.

active listening

A method of listening that involves receiving, deciphering, and interpreting a verbal message without interrupting the speaker. Active listening encompasses absorbing a message, understanding context, and responding to signal that understanding.

advocate

An individual who actively supports and represents the interests of others. Advocates help employees access resources and succeed in their roles.

Age Discrimination in Employment Act

ADEA. A U.S. federal law that prohibits discrimination against employees and applicants age 40 or older in hiring, promotion, termination, compensation, and other employment decisions, for eligible employers. The Age Discrimination in Employment Act prohibits age-based harassment, assumptions about ability, or forced retirement.

Americans with Disabilities Act

ADA. A U.S. federal law prohibiting discrimination against individuals with disabilities in all areas of public life, including employment. The Americans with Disabilities Act requires eligible employers to provide reasonable accommodations and prohibits decisions based on stereotypes or assumptions about disabilities.

annual performance reviews

A formal evaluation conducted once a year to assess an employee’s overall performance. Annual performance reviews should be supplemented by feedback throughout the year so that employees are not surprised by their evaluation.

approachable

To be open, accessible, and easy to communicate with. Approachable supervisors encourage employees to share concerns and seek support before problems escalate.

authorized individuals

A person who is permitted access to information. Only authorized individuals, such as members of the human resources (HR) team, may be able to view certain information about employees, including personally identifiable information, payroll documentation, and performance records.

benchmarks

An established standard or reference point used to measure performance. Benchmarks are compared to employee performance to determine whether employees have met expectations.

biases

A learned attitude or stereotype that affects understanding, decisions, and actions. Biases can be conscious or unconscious, can lead to discrimination, and are deeply harmful, even when they are unintentional.

blame

Responsibility for a fault, problem, or error. Blame can make people defensive and may not help to resolve an issue.

Civil Rights Act of 1964

CRA (1964). A landmark U.S. federal legislation that prohibits discrimination on the basis of race, color, religion, sex, national origin, and other traits in employment, education, and public accommodations. The Civil Rights Act of 1964 includes Title VII, which specifically addresses employment discrimination and established the Equal Employment Opportunity Commission (EEOC) to enforce the law.

coaching

A developmental process that focuses on improving employee performance through guidance, support, and skill-building. Coaching helps employees identify the root causes of issues and take ownership of their improvement.

coaching

A performance improvement strategy that involves explaining decisions and offering support. Coaching helps people engage in their own troubleshooting and problem-solving rather than identifying solutions for them.

communication

The process of sending and receiving messages via various media. Communication involves both transferring a message and ensuring that the message is received and fully understood by the receiver.

confidentiality

The practice of protecting sensitive information from unauthorized access or disclosure. Confidentiality regarding sensitive information like health conditions is required by law.

conflict

A disagreement or tension between individuals or groups. Conflict can disrupt productivity, which affects the organization as a whole.

conflict resolution

The process of addressing and resolving disagreements in a constructive manner. Conflict resolution is supported by using structured communication and problem-solving strategies.

continuous improvement

An ongoing effort to make products, services, or processes better. Continuous improvement identifies opportunities for improvement, takes action to achieve improvement, analyzes the results, and implements workable solutions.

corrective feedback

The information provided to an employee that addresses performance gaps and guides improvement. Corrective feedback should focus on observable behaviors rather than personal characteristics.

data

Any factual information that is used for analysis and problem solving. Data is often in the form of values or numbers.

de-escalate

To reduce the intensity of a conflict or emotional situation. De-escalate problems by remaining calm, acknowledging concerns, and focusing on solutions rather than placing blame.

disabilities

A physical or mental impairment that substantially limits one or more major life activities. Disabilities include conditions like mobility impairments, visual or hearing impairments, chronic illnesses, and mental health disorders.

discrimination

Treating someone unfairly based on race, gender, age, religion, disability, or other protected characteristics. Discrimination is prohibited under federal and state employment laws.

distance

The act of giving parties in conflict something different to concentrate or work on, allowing them to withdraw from the conflict itself. Distance gives those involved the chance to calm down and reflect on the conflict.

documented

Recorded for reference and traceability purposes. Documented information can serve as a reference of agreed-upon solutions should a problem reoccur.

equitability

The practice of ensuring fair opportunities and resources based on individual needs while maintaining consistent standards. Equitability requires setting equal expectations for all employees.

expectations

A clearly-defined standard for performance, behavior, and outcomes. Expectations must be clear in order to encourage employee success.

Fair Labor Standards Act

FLSA. A U.S. federal law that establishes minimum wage, overtime pay, recordkeeping, and child labor standards. The Fair Labor Standards Act applies to most public- and private-sector employees.

fairness

The consistent and bias-free treatment of people. Fairness builds trust and ensures that all employees are evaluated using the same standards.

favoritism

The unfair practice of giving preferential treatment to one person over another. Favoritism can lead to mistrust and create perceptions of bias within a workplace.

feedback

Information provided to an employee about their performance or behavior to guide improvement or reinforce success. Feedback helps employees understand what they are doing well and where they need to improve.

formal monitoring

The use of structured tools to assess performance. Formal monitoring includes annual performance reviews, tracking production data, and reviewing operational metrics.

gender

Whether someone associates themselves with the roles, behaviors, and identities associated with being male, female, both, or neither. Gender identity, including nonconformity with gender norms, is a protected class under Title VII of the Civil Rights Act of 1964.

HR

Human resources. The department in an organization responsible for managing employee relations, policies, hiring, pay, benefits, and workplace compliance. HR professionals often address and escalate harassment and discrimination complaints.

human resources

HR. The department in an organization responsible for managing employee relations, policies, hiring, and workplace compliance. Human resources professionals often address and escalate harassment and discrimination complaints.

informal monitoring

The observation of employee performance in the work setting. Informal monitoring includes daily observations, frequent check-ins, and providing real-time feedback.

invisible

A type of disability that cannot be observed. Invisible disabilities include chronic pain, mental health issues, and hearing loss.

job aids

A set of simple instructions and process documentation that delivers information on performing a task. Job aids offer fast, easy-to-understand training.

leading questions

A type of question that suggests or guides the respondent toward a specific answer. Leading questions limit honest input and reduces the likelihood of meaningful conversation.

lean

An approach to manufacturing that seeks to reduce the cycle time of processes, increase flexibility, and improve quality. Lean approaches help to eliminate waste in all its forms.

legal protection

The safeguards that ensure compliance with laws and reduce organizational risk. Proper documentation and fair practices provide legal protection to organizations.

mediate

The act of facilitating a discussion between conflicting parties to help them reach a resolution. Mediating requires that the supervisor remain neutral and guide those involved to have a productive conversation.

mentoring

A developmental relationship in which a more experienced individual provides guidance, support, and knowledge to help another grow professionally. Mentoring helps employees build long-term skills and confidence.

metric

A standard of measurement used to assess performance or progress. Metrics, such as output and quality, can be used to assess performance.

micromanage

To excessively control or closely oversee the details of an employee’s work. Micromanaging employees reduces trust and damages morale.

minimum wage

The lowest hourly rate that employers are legally allowed to pay workers. Minimum wage is set by federal, state, or local law, though no state or local minimum wage may be lower than the federal rate.

mission

A statement that describes the goals of an organization. A mission statement outlines an organization's objectives and describes how it intends to meet those objectives.

model

To demonstrate expected behaviors through one’s own actions. Modeling professional behaviors sets a clear example for employees.

monitor

To regularly observe and track performance over time. Monitoring performance involves both formal and informal observation.

morale

The overall attitude, satisfaction, and confidence of employees in the workplace. High morale is achieved through positive feedback, fair and equitable treatment, and support.

Occupational Safety and Health Act

OSH Act. A law passed in 1970 to assure safe and healthy working conditions. The Occupational Safety and Health Act established the Occupational Safety and Health Administration (OSHA) and its authority to oversee workplace safety and health through standards, enforcement, research, education, and training.

open-ended questions

A type of question that encourages detailed responses rather than yes-or-no answers. Open-ended questions help supervisors to better understand employee perspectives and identify the root causes of performance issues.

output

The quantity of work an employee or team produces in a given amount of time. Output is a key metric in measuring productivity.

overtime pay

Additional compensation required for non-exempt employees who work more than 40 hours in a workweek. Under federal law, overtime pay is typically paid at one and one-half times the regular rate of pay.

performance improvement plan

PIP. A formal document that outlines specific steps and benchmarks for improving performance. Performance improvement plans provide additional structure and accountability to help employees correct performance issues.

performance management

The ongoing process of evaluating, guiding, and improving employee performance to meet organizational goals. Performance management includes goal setting, feedback, coaching, and performance reviews, as well as related decisions like promoting or terminating employees.

personal characteristics

The traits or attributes related to an individual’s personality or identity. Personal characteristics include physical traits, intellectual traits, and social traits that shape a person’s behavior.

positive reinforcement

A conditioning procedure that rewards desired behaviors soon after they occur. Positive reinforcement makes it more likely that someone will continue doing the desired behavior.

progressive discipline

A structured process of escalating corrective actions when performance does not improve. Progressive discipline offers employees the opportunity to improve before more serious consequences occur.

protected classes

A trait that is safeguarded from discrimination under federal or state law. Protected classes under Title VII of the Civil Rights Act (1964) include race, color, religion, sex, pregnancy, gender identity, sexual orientation, national origin, age, disability, and genetic information.

punitive

To focus on punishment rather than development or improvement. A punitive approach discourages open communication and problem-solving, which results in employees being less likely to report issues or seek help.

quality

The satisfaction of customer requirements. Quality products and processes conform to specifications, are free of defects, and meet the requirements of their anticipated use.

quantifiable

Able to be measured or expressed numerically. Quantifiable elements of performance management include production rates, frequency of errors, and timeliness.

race

A group of people who share certain distinctive physical traits. Race is a protected class under Title VII of the Civil Rights Act (1964), which prohibits discrimination and unequal treatment of protected classes.

real-time

A way of describing a nearly instantaneous interval of time. Real-time feedback involves discussing an employee’s performance with them in the moment an event occurs rather than waiting until a later time.

reflect

To respond to a person by restating what you heard and understood to the best of your capabilities. Reflecting what a speaker said back to them clarifies how much of the intended message you understood correctly and brings awareness to any ideas that were misunderstood.

reinforce

To strengthen desired behaviors through recognition or positive feedback. Supervisors should reinforce strong performance to encourage consistency and engagement.

root cause

The underlying cause of a problem. It is important to identify the root cause of a problem before taking corrective action.

separation

The act of removing parties in conflict from the conflict itself. Separation means creating physical space between those in conflict.

SMART goal

A goal that is specific, measurable, achievable, relevant, and time-bound. SMART goals are used to create clear, actionable performance expectations.

software

The programs and instructions that control computer hardware functions and operations. Software helps automate production, manage supply chains, and optimize operations to increase efficiency and reduce waste.

solutions

An action or strategy developed to resolve a problem or improve performance. Solutions for performance problems should be identified collaboratively between employees and supervisors.

standard operating procedures

SOPs. A detailed, written set of instructions for performing tasks. A standard operating procedure ensures that all personnel understand how to perform a task in a consistent and uniform manner, minimizing the risk of errors.

suspension

A formal disciplinary action that temporarily removes an employee from the work setting. Suspensions are used in more serious situations or when prior disciplinary actions have been ineffective.

termination

The formal ending of an employee’s employment with an organization. Termination is a last step in cases of serious misconduct or when performance does not improve.

Title VII

A section of the Civil Rights Act (1964) that prohibits employment discrimination based on race, color, religion, sex, national origin, or other protected traits. Title VII applies to employers with 15 or more employees and covers all aspects of employment, including hiring, terminations, promotions, and compensation.

transparency

The practice of being open and clear about expectations, decisions, and processes. Maintaining transparency establishes trust.

trends

A general direction in which something is developing. Trends indicate changes in data over time.

turnover

The rate at which employees leave an organization. Turnover increases due to low morale if an organization has poor performance management.

upskilling

A kind of training that expands the skill set of the trainee. Upskilling improves employee competence and is one tool for continual improvement.

verbal warning

An informal disciplinary action used to address performance and behavior issues through conversation. Verbal warnings are documented and used as an early step in progressive discipline.

visible

A type of disability that involves a physical or observable condition. Visible disabilities include limited mobility indicated by wheelchair use, prosthetic limbs, and blindness indicated by white canes.

workplace culture

The shared values, behaviors, and attitudes that shape how work is performed and how employees interact. Supervisors can influence workplace culture by promoting fairness, accountability, and respect.

written warning

A formal disciplinary notice that documents continued performance or behavior issues. Written warnings outline expectations and consequences if the employee's performance does not improve.