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Performance Management and Training August 16, 2020 Capella University Yanira Diaz
Performance Management Defined Performance management is an ongoing process of communication between a supervisor and an employee that occurs throughout the year, in support of accomplishing the strategic objective of the organization (as cited in Performance Management Concepts & Definitions, 2020). The communication process within a business includes clarifying the expectations of the employee, setting objectives and goals, providing feedback, and reviewing those results yearly. Performance Management System At my previous employer, it was a contact center environment. In a contact center environment, improving performance is top-of-mind for any contact center leader. Most contact centers find themselves trying to stand ahead of the competition and be more innovative. Most organizations want to make sure their employees have what they need to do their jobs, ensuring that the employees manage their time effectively and deliver positive results to the organization. The performance management at the contact center I previously worked at was planning and setting the expectations for the employees, monitoring performance per department, rewarding good performance, and correcting poor performance. A lot of times when an employee was underperforming, the contact center leader will take the initiative to set up additional training for the employee. Whether that be shadowing with a top performer or sitting in, in a new hire training class as a refresher, it helped that employee regain confidence in their work and hopefully they will take what they learned back on to the floor to better perform. Formal and Informal Performance Feedback Processes A manager can provide regular performance feedback to their employees through a variety of formal and informal methods, regardless of what the organization does formally around performance management (Abudi, 2020). Some formal methods include one-on-one
meetings, department meetings, regular status reports, small team meetings. Some informal methods include coffee or lunch with individual employees, popping by an employee’s desk or workspace, employee stopping by your office as an informal meeting, and as situations arises. By taking advantage of the formal and informal methods of performance management to communicate with their employees, the manager is provided a number of opportunities to provide feedback on performance and make corrections immediately and provide positive feedback (Abudi, 2020).

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