Professional Documents
Culture Documents
MANAGEMENT PROCESS
It is not merely evaluation.
STATE OF OKLAHOMA
TRAINING AND DEVELOPMENT
OFFICE OF MANAGEMENT AND ENTERPRISE SERVICES
HUMAN CAPITAL MANAGEMENT
About HCM Training and Development
Members of the Human Capital Management (HCM) Training
& Development Team assess the supervisory and managerial
training and development needs of state employees and develop
and administer training courses and developmental activities to
meet those needs. Team members also coordinate efforts among
state agencies to share training and educational resources.
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200 copies have been printed at a cost of $560. A copy has been submitted to Documents.OK.gov in accordance with the
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TABLE OF CONTENTS
Performance Management Process 1
Planning Phase Overview 2
Write S.M.A.R.T. Goals 3
Set Performance Standards 5
Define Behaviors 9
Coaching Phase Overview 15
Provide Feedback 16
Give Effective Feedback 17
Reviewing Phase Overview 19
Avoid Rater Bias 20
Legal Requirements 21
Tips for Evaluations and Meetings 23
Final Checklist 25
Sources 26
3
Performance Management Process
Performance management is a communication process by which
managers and employees work together to plan, monitor and
review an employee’s work objectives and overall contribution
to the organization. More than just an annual performance
review, performance management is the continuous process
of setting objectives, assessing progress and providing ongoing
coaching and feedback to ensure that employees are meeting their
objectives and career goals.
CO
N
PL A
AC
H
RE
VIE W
1
Planning Phase Overview
The planning phase is a collaborative effort involving both
managers and employees during which they will:
2
Write S.M.A.R.T. Goals
Often, the most difficult part of the planning phase is developing
clear and appropriate language to describe performance objectives
and measures or indicators of success. Supervisors need to ensure
that the performance objectives are a good representation of
the full range of duties carried out by the employee, especially
everyday tasks that take time, but are often not identified as
significant accomplishments.
The objectives and indicators need to be S.M.A.R.T.
SPECIFIC S
Clearly specify the task to be done, when it must be completed, who is to
accomplish it, and how much is to be accomplished.
MEASUREABLE M
Use multiple measures if possible, for example, quantity, quality, time
frame and cost. Ask questions such as: How much? How many? How
will I know when it is accomplished?
ATTAINABLE A
Ensure there is a reasonable path to achievement and an excellent
chance that objectives will be accomplished.
RELEVANT R
Goals should be aligned with the organization’s overall mission or
strategy. Goals measure outcomes, not activities.
TIME BASED T
Set a clear time frame for achieving performance objectives/goals. In
most cases, objectives must be completed by the end of the performance
review period.
3
EXAMPLE
Well-Written Performance Objective/Goal
By Sept. 10, 2013, use instructional system design methodologies to
design and develop a one-day PMP course for state employees, so
participants are able to constructively build their knowledge about
the performance management process in the course being offered in
fall 2013.
What: Design and develop a one-day PMP course for state
employees.
How: Use instructional system design methodologies.
Why: So participants are able to constructively build their
SPECIFIC
knowledge about the performance management process in the
course being offered in fall 2013.
4
Set Performance Standards
While goals tell employees what they have to do, performance
standards tell them how well they have to do it. Listed below
are some principles of writing good standards that can be used
effectively to evaluate employee performance:
5
ASK YOURSELF
Supervisors should apply at least two characteristics
to each of the objectives/goals. Decide which type of performance
standards are important to the performance of the task by asking
the following questions:
6
EXAMPLE
Performance Standards for Answering
Phone Calls and Emails
The following examples illustrate how performance objectives/goals are
enhanced by the use of strong Performance Standards:
7
EXAMPLE
Performance Standards for filling a
Vacant Position
Time to fill: Vacant staff positions should be filled within a 45-day
timeframe. This deadline may vary depending on the complexity
level of the position and the availability of hiring officials.
8
Define Behaviors
With the PMP, all employees will be rated on the following
behaviors:
CUSTOMER SERVICE PROBLEM SOLVING
ORIENTATION INITIATIVE
Exceeds Standards
Meets Standards
TEAMWORK LEADERSHIP
OBSERVING WORK
HOURS/USING LEAVE
Meets Standards
Does Not Meet Standards
10
EXAMPLE
Teamwork
A team player is one who puts personal goals second to team goals
and works in coordination with other members of a group or team
to reach a common goal.
11
EXAMPLE
Problem Solving Initiative
Employees are expected to take initiative to efficiently solve all kinds
of problems related to their work.
12
EXAMPLE
Leadership
Leadership is the art of leading and influencing others to
deliberately create a result that wouldn’t have happened otherwise.
13
EXAMPLE
Observing Work Hours/Using Leave
Examples of behaviors that might be rated Meets Standards include:
14
Coaching Phase Overview
Performance management includes coaching employees to
address concerns and issues related to performance so that
there is a positive contribution to the organization. Monitoring
day-to-day performance does not mean watching over every
aspect of how employees carry out assigned activities and tasks.
Managers should not micro-manage employees, but rather focus
their attention on results achieved, as well as individual behaviors
and team dynamics affecting the work environment.
15
Provide Feedback
Feedback is specific information provided to the employee that
communicates how the employee’s behavior is affecting the
workplace. Feedback can be factual (based on observations
of the employee’s behavior and its resulting consequences) or
emotional (based on how other people react to the employee’s
behavior). Ideally, both types of feedback should be shared with
the employee in a feedback meeting.
16
Give Effective Feedback
EXAMPLE
Consider the differences in the following
statements:
“You are always late.”: This statement is general and judgmental. It
does not address the performance issue effectively.
“You were late 3 times last week. When you arrived late for the
staff meeting, you missed an important discussion about our new
fundraising campaign.”: This statement is factual and specifically
addresses the performance issue and the impact of being late.
17
Listen
ӹ Have the employee describe the situation from their perspective
and provide an explanation. Be open to any new insights that
might be relevant to the issue.
18
Reviewing Phase Overview
The performance assessment or appraisal meeting is an
opportunity to review, summarize and highlight the employee’s
performance over the course of the review period.
19
Avoid Rater Bias
Our judgments about many things are affected by our perception.
When a person evaluates someone else, his or her evaluation
reflects not only the person being assessed but also their own
built-in biases. Managers should be aware of their possible
evaluation biases so they can work to eliminate them from the
assessment process.
Some common biases include:
Halo: A tendency to form a generalized positive impression of
an employee, e.g., rating the employee highly on all criteria rather
than independently rating each item.
21
ӹ Supervisors must hold a meeting with each employee to review
and discuss the final evaluation. Each employee must be provided
with a copy of the evaluation.
22
TIPS FOR EVALUATIONS
AND MEETINGS
ӹ Give specific examples to support your ratings.
23
ӹ Show respect to each employee by preparing for the performance
review. Schedule meetings at least a week in advance at a time that
is convenient for the employee. Conduct performance reviews
in a private office or conference room. Have all documentation
completed and provide a copy to the employee.
24
FINAL CHECKLIST
25
ӹӹ Show respect to each employee by preparing for the performance
review. Schedule meetings at least a week in advance at a time that
is convenient for the employee. Conduct performance reviews
in a private office or conference room. Have all documentation
completed and provide a copy to the employee.
24
Sources
ӹ Performance Management Process Manual of the State of
Oklahoma
ӹ HR Council (hrcouncil.ca)
26
Notes
27
State of Oklahoma
Training and Development
OMES Human Capital Management
2101 N. Lincoln Blvd.
Oklahoma City, Ok 73105
Office: (405)522-6334
Fax: (405)524-6942
OMES.OK.GOV