Identifying Employee Performance Problems - Part 2
Jean Hanson
In Part 1 I discussed employees with performance problems and how to identify what kind of problem you're dealing with (capacity, environmental, training, motivational). Now that you know what type of problem you're dealing with, it's time to determine the competency level you're dealing with. Here are the four levels of competency: 1. Unconsciously Incompetent This means the employee is doing a poor job and IS NOT aware of it - she may even think she's doing just fine. When dealing with this employee, do not be confront her with the fact that she is doing a poor job because she is likely to get defensive and angry. Instead, start asking questions as to why she is doing something a certain way, and coach her on ways she can improve her performance or productivity. 2. Consiously Incompetent This means the employee is doing a poor job and IS aware of it. They may ask for help or more training. This employee wants to learn and is open to training so spend the time to make sure she is thoroughly trained and understands what to do. 3. Conciously Competent This means the employee is competent, but needs to think before making decisions. She may be a good employee but works slowly. She may need more training or more practice before she feels proficient and productive. Be sure to give plenty of feedback to this employee. 4. Unconciously Competent This means the employee is able to do just about anything you give her, and do it well. She is a go-to person that likes a challenge. This is typically not a problem employee unless you take advantage of her expertise and ability to work with little supervision and training. If she feels she's being taken advantage of she may start slacking on the job or find another employer that will treat her with more respect.
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Jean Hanson helps owners of residential cleaning companies build a more profitable and successful cleaning business through her online community at MyHouseCleaningBiz.com.
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