Lecture 12

Question 1

When do consistent high levels of performance occur

Answer 1

the right people are hired
people know what is expected of them
people are provided with resources to perform their work
people receive guidance and feedback

Question 2

What is the S.C.O.R.E. method

Answer 2

performance management method that focuses employee interactions on activities with the highest impact on performance and engagement

Question 3

What does the S stand for in SCORE

Answer 3

strategy: describing what employees are supposed to do and why

Question 4

What does the C stand for in SCORE

Answer 4

communication: providing both formal and informal feedback and evaluation

Question 5

What does the O stand for in SCORE

Answer 5

Opportunity: linking people with jobs at which they excel at and looking for ways to improve people-job links

Question 6

What does the R stand for in SCORE

Answer 6

recognition: observing employee behaviors and providing positive feedback at what they do well

Question 7

What does the E stand for in SCORE

Answer 7

engagement: solicit employee input on how to better achieve objectives in the organization

Question 8

What are the 4 types of feedback

Answer 8

directive
contingency
attribution
impact

Question 9

What is directive feedback

Answer 9

telling someone what to do even when doing it nicely

Question 10

What is contingency feedback

Answer 10

gives a future consequence

Question 11

what is attribution feedback

Answer 11

describes someone or their actions in terms of a quality or label

Question 12

what is impact feedback

Answer 12

informs the receiver about effect their actions have had on other people or the organization

Question 13

What 10 common mistakes should be avoided when giving feedback

Answer 13

judging the individual and not the actions
being too vague
speaking for others
sandwiching negative feedback between positive messages
exaggerating with generalities
psychoanalyzing motives behind behavior
too long
contains an implied threat
inappropriate humor
phrasing in a question and not as a statement

Question 14

What is the 3 part feedback model

Answer 14

situation: describing the situation
behavior: describe the observed behavior
impact: describe what you thought or felt in reaction to the behavior

Question 15

What are some barriers to effective performance management

Answer 15

lack of training
lack of time and information
failure to link individual performance to organizational aspirations

Question 16

What are the 6 types of evaluation bias

Answer 16

leniency: manager is too strict or too lenient
contrast: staff are compare to each other rather than the standard
similarity: manager favors people who are like them
recency: looking only at the most recent behavior/accomplishment
experience: our perspective is accurate and the only way to see it
likability: the more likable, the more successful