ASK THE EXPERT
Here are checklists to help determine
whether full support has been provided:
● Have clear targets been set, demonstrated and explained?
● Does this person have clear daily tasks
and goals?
● Are the responsibilities and expectations clear?
● Do you have documentation to
monitor the performance accurately?
If the answer to all these are “yes,”
then take time to sit one-on-one with this
person to talk through exactly the areas
he/she is failing in and discuss the details
you have to support this conversation,
such as time-keeping logs, standards logs
and revenue performance records.
Ask the underperforming staff the following questions:
● Do you understand why we need to
have this discussion?
● Do you agree that you have failed to
deliver in these areas?
● Why do you think this has happened?
● What do you think you can do to
achieve success?
● What do I need to do to help support
you?
● Set a timeline for improvement, retaining or training to support the change.
5. When a team member questions
your leadership, how should you
respond?
The tool we use to help understand
people’s reaction to when change is experienced in the business is called the
“change curve.” People transition through
a process of stages and it is normal to
experience the following states: Shock,
denial, anger, depression, experimentation, acceptance and moving on.
The time it takes to transition is based
on the person and how the change has
been handled or communicated to the
74 PULSE
■
August 2011
Jaclyn Hughes cont.
team. After you have understood them,
and if ultimately they continue to question you, this must be nipped in the bud
as being undermined and losing credibility
infront of the team is a far bigger problem.
Sometimes it seems easier to ignore
the situation and carry on; however,
I have unfortunately seen this work
against many good managers and leaders.
When recruiting your team, ask questions
in the interview process that uncover the
beliefs and values of a person in order to
find people with like-minded belief.
6. How do you balance different
Some classic examples of
situations that may lead to
staff questioning your decisions
and ability to lead:
●
●
Cleaning: You believe that cleaning
and keeping standard check should be
part of everyone’s daily duties. A team
member thinks:“I’m a therapist, not a
cleaner.”
Time-keeping: You believe that
everyone should arrive 20 minutes
before their shift to change into their
uniforms, set up the room, read the
daily huddle and be prepared before
the first guest arrives. A team member
thinks:“Why should I arrive early? I’m
not paid extra to do so.”
management styles with different
personalities?
There are many different behaviors profiling or personality models available that
help understand why people do things
the way that they do. Understanding even
the very basics of one of these models
will help immensely.
For the last 12 years, I have used DISC
predictable behavior profiling (originated
from Harvard in 1920). It has changed my
whole life and the way I communicate in
every area of day-to-day interactions.
No one style is better than the other or
more successful; however, people who
understand the different behaviors and
how to motivate, communicate, inspire
and develop in different ways are the most
successful in their role as managers. ■
The change curve shows
the different stages that a
person in transition normally goes through.
CATCH HUGHES
at this year’s Professional
Development Session.
HOW CAN YOU effectively measure performance?
To find out Hughes’ performance metrics and advice, visit digital Pulse at
experienceispa.com.