Developing Employees -
5 Tips for Managing an Underperformer — Remotely - Sun and Planets Spirituality AYINRIN
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Summary.
As teams all around the world shift to remote work, many managers may struggle to manage underperforming employees without the benefits of in-person meetings. However, you can’t afford to ignore poor performance from your people, whether they’re temporarily at home, working in local branch offices, or half the world away. The author offers five practical suggestions to help managers support underperformers to improve while working from home: revisit your expectations, learn more about them, level with them about your specific concerns, help them learn, and stay in close contact.
While a majority of employers believe that that their employees will return
to their workplaces after Covid-19’s impact diminishes, working from
home isn’t going to disappear. The reality is that a huge number of
people were already working from home (almost 10 million workers in the U.S.
in 2019); that number is only likely to rise post-pandemic. As the
manager of a remote team, you can’t afford to ignore underperformance
from remote workers, whether they’re temporarily at home, working in
local branch offices, or half a world away.
Although
you might assume that managing an underperformer in a remote
environment would be more challenging (who wants to have a series of
difficult conversations over Zoom?), there’s actually an upside. You may
actually be more
effective in handling the situation because you have to plan and
structure your interactions, rather than catching up in the hallway or
waiting for them to stop by when you’re in the office. Here are five
things you can do to help remote underperformers improve their game.
Revisit your expectations.
Take the opportunity to reconsider what you want most from the
employee, and why you feel you’re not getting it. Start by reviewing
your recent directives, and whether your communications about what’s
expected have been clear and consistent from the beginning. This is
something you do with underperformers in any context, but when you don’t
see the employee in person, it’s even more important to ask yourself
whether your statements have been ambiguous. Part of this process is
separating out whether your dissatisfaction is with their work products,
or with the way they deliver.
Further Reading
If
their style or approach is the problem, check to see if you’re
expecting them to work the way you do. If that’s the case, let go of
those expectations and dispassionately assess their real strengths and
capacities for contributing to the team’s work. When one of the senior
executives I work with came to terms with the fact that he didn’t care
for one of his subordinates, it turned out that the remote relationship
worked better because he could pay more attention to her output and the
praise he heard about her from other leaders, and less to his own biased
reactions.
If
you suspect the underperformer’s difficulties come from insufficient
experience, specific skill deficits, or a lack of business or
organizational acumen, consider whether they need training, or to
partner with a more experienced colleague. This may be more challenging
in a remote environment, but it’s too risky to wait until you’re back in
the office to provide the support they need.
Learn more about them. Even
if they’ve been on your team for a while, it’s important to ask about
their goals and what they care about, as these things change as
circumstances evolve. Plus, you don’t have the benefit of casual,
in-person contact to pick up details about family, hobbies, or past work
successes. Then, modify your management approach to match their needs.
For example, you might learn that they miss working side-by-side with
colleagues and would perform better if they were assigned to projects
that involved more regular interaction.
If
you’re not familiar with their remote set-up and schedule, ask. Some
team members may prefer strict deadlines to structure their
often-interrupted workdays; others may benefit from more flexible
deadlines than usual to help them deal with the additional pressures of
working from home. Take their home obligations like schooling time or
elder care into account, according them the same respect you would
regular work meetings.
Level with them and be specific. You may not be in the same room, but providing feedback is still a requirement. Many people who aren’t doing well have a vague feeling that something is wrong, but don’t really know which of their behaviors aren’t working.
For example, telling a team leader that they need to “be a better
listener” doesn’t help them understand specifically what they need to do
differently. It’s much more helpful to explain
that when they turn away during video conferences or change the subject
while team members are speaking, the team loses trust and confidence in
them. The feedback gives them the opportunity to actively practice
modifying those behaviors.
Help them learn how to improve their own performance.
As much as possible, use questions to encourage them to self-diagnose
and to project into their own future: “How will this experience set you
up to do better in the future?” I often ask coaching clients “Why do you
think I’m asking you this?” to encourage them to reach their own
conclusions, rather than telling them what I have observed, which
doesn’t trigger the same kind of “aha” that self-discovery does. This
will help you avoid micromanaging, which is a significant temptation
when you’re trying to be extremely clear about expectations.
Stay in close enough contact.
Keep in mind that a remote underperformer can’t just drop in to check
on things or “take your temperature.” It’s on you as their manager to
stay in regular touch and to keep them in the loop. Don’t assume that no
news is good news. After you’ve given an employee candid feedback and
they don’t hear from you, they can start to worry that you’re ignoring
them because you’ve written them off,
and their performance can deteriorate further. Schedule regular
meetings to talk about their progress. When a VP learned that one of her
reports thought she was “ghosting” him, we came up with a consistent
schedule of one full update and two quick touch-bases each week for a
few months until the relationship was on a stronger footing.
If
you’ve asked them to keep you up to date on their progress, make clear
how you want them to do that. If they tend to use email, but you’re
awash in email and respond better to texts or Slack messages, tell told
them that. And don’t rely only on video meetings,
where the lack of true eye contact can make it seem like you’re getting
nonverbal clues when you’re not. If you’re concerned that you’re not
getting a good read on your team member’s state of mind, plan to have at
least some of your interactions by phone and listen carefully. The tone
of their voice may give you more clues about what needs intervention.
It’s
not easy to work with a remote employee who isn’t performing well,
particularly when you can’t sit down together and have a conversation.
But using specific, road-tested techniques to help them improve will
strengthen not only their performance, but their relationship with you
as well.
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