Imagine your team. Imagine their performance mapped along a bell curve. It’s likely you’ll have a fairly common distribution.
You’ll have some at the right hand side, killing it. Mostly having good days, weeks and months. A good proportion will be in the mid range. What Kim Scott in Radical Candor* calls Rockstars! (Ch. 3, p 43). And on the left hand side of the bell curve are those who are not quite making it.
It’s these team members I want to address here because I have done what I’m about to describe (to my shame). If you make these mistakes it will cost you time, money, productivity and customer service.
The good news is … it’s all avoidable!
Mistake OnE: Fixed vs growth mindset!
Not theirs, yours! As coaches we can have an opinion of a direct report that they:
- cannot grow
- will not come to terms with a change
- have always been this way
- will never change
With this mindset, how do you think the coaching will go? Even if you are determined to be a good, objective and supportive coach, can you overcome the mindset? I’d suggest it’s harder than we think. I know most, if not all, coaches don’t want to be in this situation.
How to change the mindset to coach effectively?
As always, the following is going to depend a lot on your relationship with the individual. If you have a good, respectful relationship, options open up.
- Have a conversation with your direct report and be open about your concerns.
- Be open about you own thoughts and ask them for help – it may be more of a molehill than the mountain you’ve imagined.
- Even if they agree with you, don’t take the easy way out too quickly. That’s just a path of least resistance. Stay with them and work with them on the solution. This is, in part, how you become a good/great coach. It’s when others look at your results and wonder :“How the hell did you get through to them? I’ve been trying for years!”
- Dig deeper into what could be the learning, attitudinal or habitual issue. Many times we have performance issues due to a habit or belief. We don’t realise it because it’s in the subconscious. You don’t need to be a psychologist or therapist. Learn to ask good questions.
Over to you: what would you suggest?
Mistake Two: Average is the Enemy
Let’s imagine for a moment we have a person working for us who is on the left had side of the middle of the bell curve: they are considered a low performer.
At a minimum, we’d like them to hit the middle line. We’d like them to meet the goals of the role. We help them do this though coaching, performance management, counselling, training. A myriad of technologies.
Some people take to this like a duck to water. A little bit of coaching and development and they close the gap. Others take longer, like crawling across cut glass.
But let’s assume a happy ending and the performance gap closes.
What happens now?
What normally happens when we coach someone from the left hand side to the middle? From low performance to acceptable performance?
We stop the coaching and start monitoring and supporting.
We have just coached a below average performer to be … average!
The result being they will hover between just below and just above the acceptable level. As a leader we will deem this “okay”. Or, worse, we will be watching them like a hawk to re-start the performance management process again. That’ll make them feel comfortable! 😉
Why stop there?
You’ve just helped someone improve their performance. They may be keen to go further, to become a high performer.
What are your next steps?
Here are some thoughts.
- Continue to engage with them about broadening their skills around particular aspects of the role. Aspects they may be able to improve quickly.
- If it’s sales and service, help them with questioning and listening skills. Role play tough situations. Help them get comfortable with higher performance, so it becomes the new norm for them. So even with some dip in performance, they’ll still be above average!
- Continue to provide feedback when they do something (positive) they hadn’t done before.
- Partner them with a high performance colleague who has a bent for coaching and developing others. (Caution: some high performers hit their targets because they are left alone to get on with their work. Unless developing others is part of their development, I’d avoid these, at least at first! Again, first hand experience!)
- Get them to log their achievements. It’s not an extra task, journaling is a very effective way of improving performance. This helps them reinforce their progress. These insights can also be used as tools in coaching sessions when looking to help them replicate good practices and habits.
Over to you: What have you seen work effectively?
As a coach we need to own our actions and mindsets. These mistakes cost you, the direct report and the company, money and misery.
As I confessed earlier, I’ve made these errors. (And maybe it’s just me!)
A common phrase these days is #IYKYK (if you know, you know).
Be on the lookout for your own mindset and, when you’re coaching someone who’s below par, enjoy the process of coaching them to high performance, not just average.
What have been your experiences? Have you seen this/done this? Prepared to share? 😉