The first step in any effort to improve employee performance is counseling or coaching. (I primarily use the word "counseling" in this context, as the word "coaching," has become, in recent use, a much more specific type of counseling.) Counseling or work coaching is part of the day-to-day interaction between a supervisor and an individual who works in his or her work area, or a Human Resources professional and line organization staff members. Counseling often provides positive feedback about employee contributions. At the same time, regular counseling brings performance issues to an employee's attention when they are small, and assists the employee to correct them.

The goal of performance coaching is not to make the employee feel bad, or to show how much the HR professional or supervisor knows. The goal of counseling is to work with the employee to solve performance problems and improve the work of the employee, the team, and the department. There are six main steps in effective and supportive counseling or work coaching.

• Show confidence in the employee's ability and willingness to solve the problem. Ask him or her for help in solving the problem.
• Describe the performance problem. Focus on the problem or behavior that needs improvement, not the person. Ask for the employee's view of the situation.
• Determine if issues exist that limit the employee's ability to perform the task or accomplish the objective. Four common barriers are time, training, tools, and temperment. Determine how to remove these barriers and add these actions to the overall plan.
• Discuss potential solutions to the problem or improvement actions to take. Ask the employee for ideas on how to correct the problem, or prevent it from happening again. Offer your suggestions.
• Agree on a written action plan that lists what the employee, the supervisor, and possibly, the HR professional, will do to correct the problem or improve the situation.
• Set a date and time for follow-up. Determine if a critical feedback path is needed, so the supervisor knows how the employee is progressing on the plan. Offer positive encouragement and your confidence in the employee's competence to make the needed improvements.

Related Resources:

Tips for Effective Coaching
Tips for effective coaching, though geared toward the HR professional, will also interest line managers.

Coaching and Mentoring Resources
Visit these resources to thoroughly explore the concepts of coaching and mentoring.

Elsewhere on the Web:

Work Coaching/Counseling Resources
Carter McNamara's outstanding page of work coaching resources. Check these out.

Employee Assistance Programs
If you find the employee performance problem has a root cause needing assistance, start here for professional resources.

Guide to Performance Feedback
An excellent piece on how to observe performance and provide effective, useful, feedback that does not create defensiveness, from the University of California, San Diego.

Big Dog's Leadership Page
Scroll down a screen for an excellent guide to counseling employee performance.