Performance

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Performance
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Outline

• Performance
• Task
• OCB
• Counterproductive

• Performance Management
• Purposes
• Measurement
• Problems and Errors
• Providing Feedback

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Performance
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Discussion Question

• How do we typically define job performance?
• How do we typically measure it?

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Class Model
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A Multi-Dimensional Approach to Performance
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Measures of Job Performance

• Objective Measures
• Specific, measurable indicators of performance
• Examples Value of sales, delivery rating, number
  of defects, customer service rating, wins
  losses
• Subjective Measures
• Indications of performance based on supervisor or
  peer perceptions
• Examples Teamwork, communication, effort

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Task Performance

• Task performance includes employee behaviors that
  are directly involved in the transformation of
  organizational resources into the goods or
  services that the organization produces.
• Tasks, duties, and responsibilities that are a
  core part of the job
• Set of explicit obligations that an employee must
  fulfill to receive compensation and continued
  employment

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Discussion Question

• What are some examples of task performance?

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Organizational Citizenship Behavior (OCB)

• Organizational citizenship behavior is defined as
  voluntary employee activities that may or may not
  be rewarded but that contribute to the
  organization by improving the overall quality of
  the setting in which work takes place.
• Engaging in behaviors beyond ones job
  description to help the organization.

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Discussion Question

• What would motivate an employee to engage in OCB?

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Types of OCB

• Interpersonal
• Helping
• Courtesy
• Sportsmanship
• Organizational
• Voice
• Civic virtue
• Boosterism

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Discussion Questions

• What human resource management (HRM) practices
  encourage OCB?
• What are some management difficulties (or
  pitfalls) associated with employee OCB?

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Counterproductive Work Behavior

• Counterproductive work behavior is defined as
  employee behaviors that intentionally hinder
  organizational goal accomplishment

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Quick Quiz

• What percentage of all employees engage in theft?
• What percentage of employees admitted to cutting
  corners on quality control, covering up
  incidents, abusing or lying about sick days,
  lying or deceiving customers, cheating on expense
  accounts, any paying or accepting kickbacks?

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Types of Counterproductive Work Behaviors
Organizational
Interpersonal
Minor
Serious
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Discussion Question

• What factors influence the display of
  counterproductive work behavior?
• What are some of the costs to the organization?

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Discussion Question

• Can you think of someone in sports with high task
  performance but low OCB and high
  counterproductive behavior?
• How about our friend TO

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Terrell Owens

• Wide Receiver, Dallas Cowboys
• 5 consecutive seasons with 1000 yards (SF,
  Philadelphia)
• In 2004, led Eagles and league in 2004 with 14
  TDs, 77 receptions, 1200 yards
• Broke his leg returned to make 9 receptions in
  Super Bowl

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Terrell Owens

• 2004 and early 2005 Inappropriate celebrations
  pre-game promotions, whining, and public
  expression of threats and demands to management
• Pre-season 2005 Lobbied for new contract (one
  year after a 7-year, 49million contract was
  signed).
• Early 2005 In separate interviews
• Said he would not have signed with Eagles
• Wore rival Cowboys jersey
• Complained about playing time (league leader in
  catches)
• Said the team would be undefeated with a
  different QB
• Criticized the class and integrity of management
• November 5, 2005 Eagles suspend Owens for
  conduct detrimental to the team.
• November 7, 2005 Eagles announced that Owens
  will not return this season

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Performance Management
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Quick Comic
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Quick Comic
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Discussion Questions

• Have you received a performance appraisal at your
  job?
• Did you feel good about the process? Why or why
  not?

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Discussion Questions

• What is the ultimate goal of a performance
  appraisal?
• What percentage of performance appraisals are
  effective?

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Purposes of Performance Management

• Three purposes
• Developmental
• Administrative
• Strategic

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Developmental and Administrative
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Discussion Question

• How could a performance management system be
  strategic?

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Measurement Methods

• Traits
• Behaviors
• Results
• Disclaimer Well go through this quickly!

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Trait Methods

• Forced-choice method
• Requires the rater to choose from statements
  designed to distinguish between successful and
  unsuccessful performance.
• Graphic-rating scale method
• A trait approach to performance appraisal whereby
  each employee is rated according to a scale of
  individual characteristics.
• Mixed-standard scale method
• An approach to performance appraisal similar to
  other scale methods but based on comparison with
  (better than, equal to, or worse than) a
  standard.
• Essay method
• Requires the rater to compose a statement
  describing employee behavior.

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Forced-Choice Distribution Scale
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Graphic Rating Scale
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Mixed-Standard Scale
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Behavioral Methods

• Behaviorally anchored rating scale (BARS)
• A performance appraisal that consists of a series
  of vertical scales, one for each dimension of job
  performance.
• Behavior observation scale (BOS)
• A performance appraisal that measures the
  frequency of observed behavior.
• Critical incident
• An unusual event denoting superior or inferior
  employee performance in some part of the job.

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Behaviorally Anchored Rating Scale (BARS)
FIREFIGHTING STRATEGY Knowledge of Fire
Characteristics.
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Behavior Observation Scale (BOS)
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Results Methods

• Productivity
• How much do you get done?
• Management by objectives (MBO)
• A philosophy of management that rates performance
  on the basis of employee achievement of goals set
  by mutual agreement of employee and manager.
• Key MBO ideas
• Employee involvement creates higher levels of
  commitment and performance.
• Encourages employees to work effectively toward
  achieving desired results.
• Performance measures should be measurable and
  should define results.

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Discussion Question

• Which of these three approaches would you like to
  be used in your own performance appraisal at
  work?
• Which one do you think is most effective?

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Summary of Appraisal Methods
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Introduction to Appraisal Problems

• Rate the following movies on a scale of 1 (poor)
  to 5 (outstanding)
• Karate Kid I
• Back to the Future I
• Ferris Buellers Day Off
• Breakfast Club
• Pretty in Pink

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Common Appraisal Problems

• Inadequate preparation on the part of the
  manager.
• Employee is not given clear objectives at the
  beginning of performance period.
• Manager may not be able to observe performance or
  have all the information.

• Inconsistency in ratings among supervisors or
  other raters.
• Performance standards may not be clear.
• Rating personality rather than performance.

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Common Appraisal Problems (Ctd.)

• Inappropriate time span (either too short or too
  long).
• Overemphasis on uncharacteristic performance.
• Subjective or vague language in written
  appraisals.

• Organizational politics or personal relationships
  cloud judgments.
• No thorough discussion of causes of performance
  problems.
• Manager may not be trained at evaluation or
  giving feedback.
• No follow-up and coaching after the evaluation.

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Discussion Question

• Why are performance appraisals often high even
  when performance is not up to par?

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Common Rating Errors

• Halo/horn
• Overly focusing on specific performance ratings
  or stereotyping employee by a single personal
  characteristic.
• Leniency
• Rating all employees higher than they should be.
• Strictness
• Rating all employees lower that they should be.
• Central tendency
• Rating all employees as average when individual
  employee performance actually varies.

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Common Rating Errors (Ctd.)

• Primacy
• Using initial information that supports the
  rating decision while ignoring later information
  does not.
• Recency
• Basing the rating decision primarily on the most
  recent performance information while placing much
  less emphasis on past performance.
• Contrast effects
• Comparing one employee to another rather than
  applying a common standard to all employees.

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Quick Comic
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Oliver
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Quick Comic
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Quick Comic
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Providing Feedback

• Issues to consider when providing feedback
• Differing perspectives
• Timing
• Preparation
• Content of the discussion
• Follow-up

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Discussion Questions

• Why is it so difficult to provide feedback?
• How can you provide negative feedback that leads
  to motivation rather than withdrawal?

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Providing Feedback (Ctd.)

• Differing perspectives
• Combining evaluative and developmental goals
• Need to be candid and protect employees
  self-esteem
• Self-serving employee attributions that interfere
  with performance improvement
• Discounting role of external forces in good
  performance
• Over-emphasizing external effects in poor
  performance

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Providing Feedback (Ctd.)

• Timing
• Providing immediate feedback is most useful
• Giving only as much information as the receiver
  can use
• Preparation
• Scheduling feedback sessions in advance
• Clarifying purpose and content of meeting
• Giving both participants time to prepare

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Providing Feedback (Ctd.)

• Content of the discussion The problem-solving
  approach
• Diagnosis Seek to understand the factors that
  affect performance.
• Roadblocks Seek agreement with the employee on
  an action plan to address issues such as
• Lack of resources
• Need for additional information and training
• Improving ongoing communications and feedback
• Mutual goal setting Employee participation
  increases employee acceptance of goals.

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Follow-Up to the Feedback Session

• Positive reinforcement
• Use of positive rewards to increase occurrence of
  desired performance
• People perform in ways that they find most
  rewarding
• By providing proper rewards, it is possible to
  improve performance
• Punishment
• Decreases frequency of undesired behavior
• Gets immediate results and has vicarious power
• Can have undesirable side effectsemployee anger
  and contingent bad behavior

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Take-Home Points

• Performance is multi-dimensional
• Appraising performance is difficult and if biases
  are not eliminated feedback can actually hurt
  performance