Navigating the Challenges of Underperformance: A Guide for Managers

When an employee isn't meeting expectations, it's a matter of concern for any manager. The hiring process is often rigorous, yet sometimes, even well-selected candidates may underperform. As a leader, it's crucial to troubleshoot these issues effectively. In this post, we will explore how managers can address underperformance in their team members and take measures to resolve it constructively.

Setting Up for Success:

Before jumping to conclusions about an employee’s capabilities, reflect on your role in their performance. Have you provided clear standard operating procedures (SOPs)? Are decision-making guidelines and the bigger picture of the company’s goals communicated effectively? Autonomy is equally important; team members should have a certain level of discretion to handle their responsibilities. Regular check-ins to discuss expectations and progress can also make a significant difference in performance.

Assessing Knowledge Gaps:

If you’ve ensured that an employee is set up for success but performance issues persist, it might be time to consider whether there's a knowledge gap. Assess whether the employee possesses the necessary skills for their role. For example, a virtual assistant might not have the specific expertise required for social media management. Determine whether there is a need for further training or education to bridge this gap.

Addressing Underperformance:

When you've ruled out lack of support and knowledge gaps, it's time to face the possibility of genuine underperformance. At this stage, direct communication is key. Have a candid conversation to identify where the disconnect lies in tasks assigned versus completed. Ask open-ended questions and listen actively to the employee's perspective. Understanding the root cause of the issue is essential to determine the next steps.

Implementing an Improvement Plan:

Recognizing underperformance is one thing, but taking constructive action is another. An improvement plan can serve as a structured method for helping an employee get back on track. Set clear, achievable goals and milestones and offer support and resources as necessary. Monitor progress closely, but also allow the employee space to grow and improve.

Reflecting on Management Practices:

Often when addressing underperformance, managers discover that the issue lies not in the employee's abilities, but in the support they receive. Nine out of ten times, managers realize they haven't provided what their team member needs to succeed: comprehensive onboarding, clarity in responsibilities, feedback mechanisms, and a sense of their role in the organization's bigger picture. Reflection is a critical first step in preventing performance issues and ensuring team success.

Making the Tough Call:

If after taking all these steps, there's no improvement, you may have to consider termination. However, remember that this is often the last resort. The entire process, from reflection to execution of an improvement plan, should be aimed at supporting and salvaging the relationship with the employee. Termination is tough but sometimes necessary for the health of your team and business.

When faced with hiring troubles, particularly underperformance, it's advisable to approach the issue methodically. Start by ensuring you have set your team up for success, then address any knowledge gaps, and finally, tackle underperformance head-on. By following these steps, you can potentially turn an underperforming employee into a valuable asset or, as a last resort, take the necessary actions for the betterment of your team. Remember that your role as a leader is not just to manage but also to inspire and enable your team to perform at their best.