At many companies that I visit, I discuss job satisfaction with supervisors and employees and I often ask employees: "How do you know that you're doing a 'good' job?" Here's a list of some of the responses to that question:

• "No one has told me that I wasn't doing well!"
• "If we screw up, we get written up!"
• "We have a team meeting each week and learn how we're doing!"
• "My boss comes around occasionally and gives me an 'attaboy'!"
• "No one has yelled at me lately!"
• "Our boss pulls us aside each month and talks to each of us regarding our performance!"
• "They laid off a lot of people, but not me!"
• "It's almost the end of the year. I'll hear pretty soon!"
• "My boss reads off his checklist to me [without looking up!] every six months. I sign it, then get back to work!"

Managers and supervisors tell me that correcting job performance is their main responsibility outside of "their work". They say that they spend most of their time (like the 80/20 rule) watching [observing] and dealing with poor performers. They try to do MBWA (Management By Walking Around) "when they get a chance"! They often tell me that "good employees will continue to do the job, so why bother with them?" So much for positive reinforcement...

Obviously, monitoring performance is an important part of any supervisor's job--and a very difficult one! In ALL my workshops, supervisors rank "giving negative feedback" as the most difficult part of their jobs (with apprehension having a great deal to do with it) and "hope" that they are doing it right. They also feel that helping employees to improve and stay with the company becomes a real chore.

FEEDBACK: Communicating for Effective Performance focuses on a number of these areas based on the following "Principles of Effective Feedback:"

1. Document performance for each of your employees. Record the good, bad, and... and, be consistent!
2. Give feedback often! Daily observations and plaudits go a long way! Corrections, when needed, should also be given...but don't get carried away...don't get clipboard fever! CATCH YOUR EMPLOYEES DOING SOMETHING RIGHT!
3. If you use a checklist for rating employees, be able to back up each each checkmark with at least one objective statement.
4. Don't forget your good employees. Help them to get better!
5. Feedback should be given in confidence--find the "right" setting.
6. LISTEN!
7. Be prepared and don't look for a confrontation!
8. Be honest and direct! The more specific the better...and be positive!
9. Offer to help and to train all employees...improve strengths, overcome weaknesses!
10. Follow up with employees...the next day, the next week, etc...How are they doing?
11. The most important thing: COMMUNICATE WITH YOUR EMPLOYEES OFTEN!

Other areas that are covered in the course are basic communication skills, dealing with cultural differences, and handling emotional responses.