E. Human Resource Management

Skill 4. Manage Employee Performance

4.1 identify importance of personnel files

a) required by legislation

b) contain information needed for:

• processing payroll
• tracking employee history, e.g. performance reviews, hours worked
• internal promotions
• career development
• liability concerns, for example:
  • proves training has occurred
  • proves reprimand has occurred
  • established grounds for dismissal

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4.2 maintain personnel files

a) collect pertinent documents, for example:

• accreditations, e.g. certificates, degrees, licences, diplomas
• application form
• benefit plan, e.g. medical, dental
• commendation letters
• confirmation of employment letter
• emergency contact:
  • name
  • telephone number
• employee's signature signifying acceptance of company policies
• interview form with comments
• exit interview notes
• notation of vacation/sick time taken or owed
• payroll/tax forms
• performance reviews
• records of disciplinary actions, e.g. letters, warnings
• résumé
• training records

b) update active files, as required, e.g. twice a year

c) keep personnel files secure:

• maintain confidentiality at all times

d) retain files as required by company policy and legislation

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4.3 schedule staff

a) communicate policies and procedures, for example:

• how to request time off or switch shifts
• what day of week schedule is drafted and posted
• when employee can claim overtime

b) determine staffing requirements, considering:

• specific tasks
• time periods, i.e. busy versus slow

c) draft schedule, considering, for example:

• hours of operation
• employment legislation
• budget restrictions, e.g. labour costs
• size and limitations of facility
• client delivery dates
• vacation time
• bookings
• annual leave
• employees' requests
• number of employees required at same time in previous year

d) review schedule to ensure all shifts and positions are covered

e) finalize schedule

f) communicate schedule to employees in timely manner, e.g. post schedule in visible location

g) notify individual employees of changes made after posting

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4.4 identify benefits of staff meetings

a) focuses on issues and concerns that need to be dealt with

b) provides opportunities for:

• communication and feedback
• goal setting
• staff recognition
• planning and monitoring activities
• product and service updates
• exchanging ideas
• ongoing training and education

c) demonstrates owner/operator's interest in staff and operation

d) motivates employees

e) develops team atmosphere/spirit

f) establishes rapport

g) boosts morale

h) promotes business culture and values

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4.5 plan staff meetings

a) determine need for regular staff meetings, for example:

• hold meetings to:
  • make announcements
  • praise accomplishments of team members
  • review policies and procedures
  • discuss problems
  • encourage input from employees
  • make decisions
  • promote new work processes proposed by employees

b) arrange staff meeting:

• select suitable location, e.g. consider number of participants
• choose date and time, considering:
  • schedules
  • hours of operation
  • time needed for discussion
• organize necessary materials

c) prepare agenda, including:

• date, time and location of meeting
• chairperson
• recording secretary
• presenters
• topics to be discussed:
  • prioritize
  • provide time guidelines
• breaks, if appropriate

d) notify participants of meeting:

• make agenda available in advance, e.g. distribute, post
• ask staff to indicate if they cannot attend
• identify support materials required

e) ensure meeting preparations are complete, for example:

• room is properly set up
• materials are available, e.g. visual aids, hand-outs

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4.6 conduct staff meeting

a) start meeting on time

b) follow agenda:

• explain purpose of meeting
• discuss all topics

c) control meeting, for example:

• stay on topic
• encourage input from all employees
• limit time for discussion
• defer unresolved issues to future meeting

d) agree on course of action:

• set time lines and assign responsibilities

e) ensure minutes are recorded, including:

• attendance
• decisions made
• follow-up required
• date of next meeting

f) close meeting at scheduled time

g) thank participants for attending

h) follow up as required, e.g. evaluate meeting, distribute minutes to participants

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4.7 identify purpose of on-the-job supervision

a) provides leadership and direction

b) guides individual and team performance

c) provides training

d) evaluates performance

e) provides safe environment

f) increases communication, e.g. provides opportunity to give and receive feedback

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4.8 supervise staff

a) review:

• work schedule
• tasks to be accomplished
• job requirements of staff

b) establish working relationship with staff:

• spend time with staff while they are working:
  • ask staff how they are doing
  • explain how things are done
  • get ideas from staff

c) communicate verbal/written instructions for tasks to be performed:

• ensure employees understand instructions and performance requirements, e.g. ask employee to paraphrase

d) identify possible safety hazards

e) monitor performance:

• ensure tasks and procedures are completed:
  • according to specifications
  • within time frame

f) provide feedback to employees, e.g. coach

g) solicit employees' ideas and assistance, e.g. about procedures and methods

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4.9 promote teamwork

a) maintain regular communication with employees:

• hold meetings
• distribute information by:
  • newsletter
  • information sheets
  • memorandum
  • e-mail
  • posting messages, notices and bulletins

b) seek feedback:

• be receptive to employees' input
• inform employees about what became of input

c) assign employees with complementary skills to same project or task

d) encourage positive working relationship and communications between staff:

• recognize employee's differences, e.g. strengths, weaknesses, character traits

e) seek consensus among team members

f) encourage employees to work with employees in other businesses to share knowledge

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4.10 motivate employees

a) recognize that employees are motivated in different ways

b) ensure employees understand what is expected of them

c) identify what motivates each employee, e.g. recognition, promotions, bonuses, challenging tasks

d) know employees' strengths and weaknesses, e.g. ask staff, observe staff

e) delegate effectively, e.g. ensure skills and interest match position and assignment

f) use positive reinforcement to recognize team and individual achievements, for example:

• pass on compliments
• say 'thank you' for good work
• develop incentives based on performance

g) encourage:

• sharing of knowledge
• suggestions to improve, develop and diversify
• ongoing training and learning
• opportunities for personal growth
• social activities

h) be receptive to employee input:

• follow up on input, e.g. inform individual of what became of suggestion
• give credit to employees in front of peers

i) monitor morale levels:

• watch for symptoms of low morale, e.g. absenteeism, poor performance
• seek feedback
• ask for suggestions

j) provide:

• comfortable working environment
• constructive feedback
• assistance when needed

k) deal with problems before they escalate

l) keep employees informed, e.g. hold regular meetings, send memos

m) set achievable and measurable goals

n) provide employees with tools and training needed to perform tasks

o) model desired behaviours and attitudes, e.g. lead by example

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4.11 prepare for performance appraisal

a) use standard format in order to be consistent and objective

b) review procedure and criteria with employees, e.g. allow employees to complete self-assessment for comparison

c) seek input from employee's co-workers

d) prepare notes

e) select comfortable location

f) set mutually-acceptable date and time for review:

• prevent interruptions, e.g. engage 'do not disturb' function on phone

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4.12 conduct performance appraisal

a) greet employee:

• put employee at ease

b) start and end with positive feedback

c) ask employee for written or verbal self-evaluation

d) compare performance to established criteria

e) provide feedback on skills, knowledge and attitudes

f) offer recommendations for improvement:

• ask employee for input

g) reach agreement on goals:

• short-term goals:
  • set time frame for achievement
• long-term goals, considering:
  • strengths and areas needing improvement
  • education and/or training needs

h) invite feedback on policies and procedures that affect performance

i) follow up:

• implement incentive and training programs, if applicable
• document performance review:
  • have employee sign it
  • provide copy to employee
• file results
• update job description, if necessary
• set date for next review
• monitor progress

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4.13 address performance deficiencies

a) investigate problem:

• locate source of problem
• determine impact on others

b) discuss problem in private

c) focus on issues, not personality

d) collaborate on ways to resolve problem:

assist, if possible, or refer employee to appropriate resource, e.g. Alcoholics Anonymous

e) ask for behaviour change:

outline consequences of noncompliance

f) monitor employee performance to ensure problem is resolved

g) if problem continues, determine appropriate consequences:

• determine severity, considering, for example:
  • level of threat to business, clients and other employees
• determine discipline, considering, for example:
  • length of service
  • previous disciplinary actions
  • provocation, e.g. fighting
  • premeditation
  • failure to recognize violation, e.g. lack of remorse
  • discipline policies, for example:
    • for minor infraction, (e.g. smoking on duty) reprimand employee
    • for serious infraction, (e.g. unexcused absences, insulting or disrespectful behaviour) process formal warning
    • for major infraction, (e.g. theft, intoxication, fraud, harassment) dismiss employee

h) administer discipline:

• remain calm
• select location away from other employees and clients
• have witness present, if required
• ensure employee understands consequences, company policy and violation

i) document details, for example:

• date
• behaviour change requested
• consequence outlined

j) for major infraction, sign and have employee sign document, if possible:

• file copy
• give copy to employee