Tips for managing underperforming staff

 
Having to manage underperformance or poor performing staff can be a daunting process. Being able to recognise when this is occurring can be a challenge in itself when you have to juggle your other responsibilities as a practice manager. Underperformance can take shape in many different forms. This affects not only the individual employees work output, but it can also impact their colleagues, patients and the practices overall productivity. There are different signs that managers can look out for to identify whether a staff member is not reaching performance standards. These may include, but are not limited to:

• staff not performing duties, or not performing them to expected standards or quality
• evoking negative or disruptive behaviour in the workplace 
• disobeying or failing to comply with the workplace policies and procedures. 

There could be many reasons as to why your staff may not be performing. Some reasons may be due to:

• unclear standards or goals for the workplace
• an employee is undertrained in the knowledge and skills necessary for their position
• there could be no clear requirements or individual goals set out for the employee, causing them to maybe feel lost in their work
• the individuals personal confidence or personal issues may be taking a toll on their work/life balance
• a poor working environment where workplace bullying or interpersonal differences with other staff members are occurring. 

Some techniques that can be applied to help monitor performance are, the implementation of performance systems and addressing underperformance when it occurs. A performance system provides employees and managers with a framework of performance management functions to help reduce the chance of underperformance occurring.

Failing to address underperformance in a timely manner will have an impact on your workplace culture and productivity. It can cause other employees to become disgruntled when having to carry out the burden of poor performing colleagues. A simple five step best practice approach to managing underperformance is:

1. Identify the problem
2. Assess and analyse 
3. Meet with the employee
4. Agree on a solution
5. Monitor and review

If you do find yourself with underperforming staff members, it can become quite challenging for both parties in the situation. Having clear policies and procedures, as well as organisational support available, will assist you in giving you the best chance at managing underperformance.

Practical Tips

• Keep a trail of correspondents with your employee. Take notes during discussions about performance, follow up with an email or letter confirming what was discussed or agreed upon. Give your employees a chance to make suggestions. 
• Create employee files where underperformance notes can be filled away. This is helpful if an issue resurfaces or a legal claim is made against the organization 
• Use everyday language to avoid confusing or alienating both managers and employees during performance management meetings 
• More cost effective and efficient to work on improving your employees performance than it is to replace them 
• Adapt the SMART goals approach (specific, measureable, achievable, relevant/realistic and timed) to ensure you’re working at best practice. 

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