Expecting the Unexpected: A Case Study Approach to Employee Success
Explore a case study approach to effectively support your employees in meeting performance expectations and overcoming challenges. Follow the journey of supervisors managing different staff members with varying experiences and discover strategies for addressing concerns, fostering improvement, and achieving success in the workplace.
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Presentation Transcript
EXPECTING THE UNEXPECTED A case study approach to helping your employees succeed Presented by: Heather Burchell, Human Resource Consultant Kendra Wilkins-Fontenot, Director
MEET YOUR NEW EMPLOYEES Casey Alex Taylor Long Term Civil Service Employee, you recently began supervising New Civil Service Employee AP Employee, new to your department, not new to WSU
STARTING OUT ON THE RIGHT FOOT Position Description Performance Expectations General Departmental Expectations
Despite your best efforts Alex Performance expectations are not being met: Long Term Civil Service Employee, you recently began supervising Work is not completed accurately Deadlines are being missed Departmental procedures are not being followed
Despite your best efforts Taylor Performance expectations are not being met: New Civil Service Employee Work is not completed accurately Deadlines are being missed Departmental procedures are not being followed
Despite your best efforts Casey Performance expectations are not being met: AP Employee, new to your department, not new to WSU Work is not completed accurately Deadlines are being missed Departmental procedures are not being followed
ADDRESSING CONCERNS Document Follow-up Talk to your employees Remove barriers to success
TIPS FOR ADDRESSING DIFFICULT CONVERSATIONS: Timely Private Sincere/Respectful Actionable Document Follow-up
3 month check in Alex Alex was receptive to your feedback and has significantly improved performance. Long Term Civil Service Employee, you recently began supervising You ve trained, communicated, and documented
3 month check in Taylor There has been some improvement but Taylor is still struggling with meeting expectations. Work is not completed accurately Deadlines are being missed Taylor is not following departmental process for requesting leave or calling out New Civil Service Employee You ve trained, communicated, and documented
3 month check in Casey Casey s performance has improved regarding the concerns you discussed early on. AP Employee, new to your department, not new to WSU You ve trained, communicated, and documented Casey is still new and has things to learn but is right where you would expect them to be after three months.
5 months Taylor Taylor is still struggling with meeting expectations and you have new concerns regarding interactions with customers. New Civil Service Employee You ve trained, communicated, and documented Work is not completed accurately Taylor is not following departmental process for requesting leave or calling out Communication with customers has been rude and inaccurate
5 months Casey Casey is performing well but has been expressing frustration with Taylor. Casey has been rude to Taylor and complaining about Taylor in front of customers AP Employee, new to your department, not new to WSU You ve trained, communicated, and documented
Medical Taylor Taylor provides medical documentation to HRS. You receive notification that Taylor will be on full-time Medical Leave for at least two months.
Distribution of work Alex Casey Both Alex and Casey take on additional workload due to Taylor s absence.
Alex Alex is able to perform their job efficiently and is taking on the additional work without a noticeable impact. Long Term Civil Service Employee
Casey Casey is maintaining the workload but has been brining up concerns: Stress Anxiety Overwhelmed AP Employee, new to your department, not new to WSU
More Medical Casey Casey provides medical documentation to HRS. You receive notification that Casey will be on intermittent Family Medical Leave (FML) for an unknown duration.
Limitations Casey Intermittent leave AP Employee, new to your department, not new to WSU You ve trained, communicated, and documented
Team Player Alex Alex offers to take on more responsibilities and job duties. Long Term Civil Service Employee High performer Has taken on additional work due to Alex s medical leave Successfully performing job duties You already think Alex has taken on more than their fair share
How do we help our best employees succeed? Succession Planning and Looking Ahead Discussing career goals with employees Giving opportunity for growth Have the expert craft or review department procedures Share the wealth of knowledge
Return to work Taylor Taylor returns to work with limitations. Lifting restriction (20 lbs) Cognitive Limitations preventing them from being able to perform under stress and/or emergencies Requests to work from home
Annual Reviews Performance Summary Alex Taylor Casey Long Term Civil Service Employee Newer Civil Service Employee AP Employee, new to your department. High Performer Performance Concerns Performing Well (improvement through review period)
Promotional Opportunities Alex What if Your department has promotional position(s) that may become vacant in the next few years? Your department doesn t have any promotional positions? Long Term Civil Service Employee, you recently began supervising You ve trained, communicated, and documented
Continued Concerns Taylor Since Taylor has returned to work, the performance concerns have continued but Medical / Limitations: Taylor attributes the performance to medical limitations.
Medical Impacts Casey Casey s performance has been steady, when at work. AP Employee, new to your department, not new to WSU You ve trained, communicated, and documented Missed deadlines due to absences related to medical.
Success is What might success look like for Alex, our rockstar employee? Alex
Success is What might success look like for Taylor, our poor performer? Taylor What if the issue is: Lack of skill/ability Lack of interest in position/department Personality is not a good fit
Success is What might success look like for Casey, who is a steady performer? Casey
What could we have done to ensure they would NOT be successful?
Recording date of this workshop is March 8, 2018 Some of the rules and procedures discussed in this workshop are subject to change. Please check University resources before relying exclusively on this recorded presentation.
