The vast majority of organizations generally have three levels of performers among their personnel. There are those who are above average and this includes superstars; there are those who are candidates for the next downsizing reorganization; and then there are the average performers. Many senior leaders in the military often refer to the average performer as the “middle 80”: meaning these are the people who get their job done; don’t cause problems; and can be relied upon on a daily basis. At the same time, all organizations have a need to develop top performers; yet the top 10 percent isn’t large enough to supply all the necessary superstars. Any organization can groom and develop the needed top performers in the same manner that the military develops top performers and leaders.
Traditional and Effective Counseling
Most organizations have periodic performance reviews and the majority do this annually, with some using a mid-term or semi-annual informal review. For the most part this is often a quick “you are doing good work and keep doing what you are doing” session because many managers are ill prepared to counsel an average performer. Top performers are easy to reward with bonuses and promotions; poor performers can be fired. The military uses a well established pattern in how to conduct effective counseling. Every military branch uses it although some use different terms. Managers outside of the military would be wise to use this time proven method. There are four specific parts of effective counseling:
- Identifying the need for counseling
- Preparing for the counseling session
- Conducting the counseling
- Following up on the counseling to determine effectiveness
Identifying the Need for Counseling
The two main needs for counseling are periodic and corrective: each has its own requirements. Periodic counseling is generally scheduled to coincide with annual performance reviews. The performance review session focuses on the individual’s performance and also addresses areas to improve upon in the future; it is often referred to as feedback in the private sector. Corrective counseling more often than not is an attempt to alter a behavior that is not desired in members of the organization.
Preparing for the counseling session
Counseling a subordinate isn’t something that is done on the fly or squeezed into the 10 minute break between meetings. A good manager blocks out a period of time for the performance review. Selection of a location that will not be subject to interruptions and where privacy is maintained is essential. The person being counseled should be notified well before the session is to begin of the time and location. The counselor must also review the available information and determine the desired outcome from the counseling session. While some industrial facilities may be austere, the designated counseling area should be free of distractions. Finally, the manager must organize and plan the session so that the goals of the session are achieved.
Conducting the Counseling Session
Performance counseling focuses on the overall performance during the period under review and the positive aspects are covered first. The next step includes the areas for improvement followed by assurance that the person is capable of moving in the right direction. This is often called the sandwich method of counseling because the meat of the session is in the middle. Addressing the areas for improvement is generally one of the hardest for managers and it is a rare individual who doesn’t have something that could be done better. It is these few things that must be addressed in a manner that communicates the manager’s desires and yet encourages the employee. Lastly, have the person being counseled sign the performance review and make sure they get a copy for their records.
Following Up to Determine Effectiveness
Once the performance review is over, the process is not yet complete. The manager must monitor the employee’s progress in executing the desired improvement. Depending on performance, the employee may require some additional feedback. In some cases, the manager must provide some training resources in order to achieve the desired improvement, especially in knowledge based jobs.
Effective counseling can be an effective means to develop better performance in subordinates. It is also a way to model a performance trait that a manager desires in those promoted to supervisor. This leadership by example method helps junior personnel develop their skill in delivering performance reviews for their subordinates. Both can lead to a better career for the person being counseled and the counselor. It also extends the manager's influence throughout the organization and positively affects organizational culture.
Mark Butler - Mark Butler is a Navy veteran and the author of The Coffee Break Guide for Veterans Seeking Federal Employment.
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