Flashcards
MGT312 Ch. 6
Flashcards do conjunto (14)
- 1PERFORMANCE MANAGEMENT(PM) is a set of processes and managerial behaviors that include
1. defining, 2. monitoring,
3. measuring, 4. evaluating,
5. providing consequences
for performance expectations. - 24 STEPS OF EFFECTIVE PM (CIRCULAR)Effective PM has four steps:
Step 1: Defining performance.
Step 2: Monitoring and evaluating performance.
Step 3: Reviewing performance.
Step 4: Providing consequences. - 33 PRIMARY FUNCTIONS OF PM1. Make employee-related decisions.
2. Guide employee development
3. Signal desired employee behavior - 4WHY PM FAILSWhy PM Fails:
1. PM practices are often obsolete
2. PM is time consuming.
3. performance reviews are too narrow. - 5GOALS: PERFORMANCE VS. LEARNINGA performance goal targets a specific end result.
A learning goal promotes enhancing your knowledge or skill. - 64 STEPS OF GOAL SETTING PROGRAMStep A: Set goals.
Step B: Promote goal commitment.
Step C: Provide support and feedback.
Step D: Create action plans. - 7S.M.A.R.T. GOALS1. specific
2. measurable
3.attainable
4. results oriented
5. time bound - 8MONITORING PERFORMANCEMonitoring performance means measuring, tracking, or otherwise verifying progress and ultimate outcomes.
- 9MEASURING/MONITORING OPTIONSTimeliness. Was the work completed on time? Many customer service roles require representatives to answer calls within a certain number of rings, or to respond to customer requests in a certain number of hours or days.
Quality. How well was the work done? A behavioral goal that could fit here is greeting customers warmly, personally, and with a smile. Measurement consists of observing and/or reporting that these actually occurred.
Quantity. How much? Sales goals are common examples here, such as dollars or number of units sold.
Financial metrics. What are the profits, returns, or other relevant accounting/financial outcomes? For instance, some law firms measure the performance of attorneys and the larger firm by calculating profits in dollars per partner.34 - 10EVALUATING PERFORMANCEEvaluating performance is the process of comparing performance at some point in time to a previously established expectation or goal.
- 11360 FEEDBACKIn 360-degree feedback individuals compare perceptions of their own performance with behaviorally specific (and usually anonymous) performance information from their manager, subordinates, and peers. USE FOR DEVELOPING EMPLOYEES
- 12FEEDBACKFEEDBACK:
* information about individual or collective performance shared with those in a position to improve the situation.
*Compare performance vs goal
*Use to improve
*Linked to goal setting - 132 ROLES OF FEEDBACK2 ROLES OF FEEDBACK
Instruct: clarifies roles or teaches new behavior.
Motivate: serves as a reward or promises a reward - 14COACHING*Coaching is a customized process between two or more people with the intent of enhancing learning and motivating change.
* Coaching can occur at any step in the PM process, but it most often follows the review and consequences of performance.
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- FlashCards sobre MGT312 Ch. 6, criado por Heidi Blair em 19-02-2019.
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- Heidi Blair
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