Extracted from text ... N
60 Management Today May 2005
the difference that makes the difference
Armand Kruger is a psychologist,
professional coach and he trains in
neurolinguistic programming and
Needed for today and tomorrow rather
than the obsession with leadership, are effective
managers with a competence to
manage and an attitude demonstrating respect
for the three R's (reason, reassurance,
recommitment) and three S's (significance,
self-worth, security) in the workers
while achieving business outcomes.
Still very relevant is the 1993 Time article
with the sub-heading On the eve of
this week's Tokyo economic summit, a terrible
form of gridlock and ..
Extracted from text ... Is it training or performance?
A diagnosis of training
62 Management Today May 2005
If you are an HR professional who has responsibility
for addressing training issues,
you have most likely experienced this before.
You are sitting at your desk, the telephone
rings and the manager on the other
end says, "Our customer service staff is not
answering the phones correctly. We need
It is a cry for immediate helP.The first
instinct is to go forth and provide training,
(today it is called 'just in time training'), as
fast as we can, to ensure business goals
Extracted from text ... _ Whose performance needs assessing?
_ What performance deficiency have you seen?
_ Is it worth pursing?
_ Are the role expectations clear?
_ Are the appropriate resources provided?
_ Has the person?s performance been observed or monitored?
_ Have they received feedback about this deficiency before?
_ What was the outcome?
_ Has coaching been offered?
_ Are expectations expressed?
Make expectations: specific, in behavioural terms, timely, realistic, results oriented
and in line with company goals:
_ Should the task be made easier or simpler?
_ Is poor performance rewarded?
_ Is excellent performance punished?
_ Are both constructive and congratulatory consequences shared?
_ What outside factors may be influencing the situation?
_ Can this person ..