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Chapter 8: Performance Management
Learning objectives
1. Explain what performance management is and how the establishment of goals,
ongoing performance feedback, and the evaluation process are part of it.
2. Describe the different sources of performance management information.
3. Explain the various methods used to evaluate the performance of employees.
4. Outline the characteristics of effective performance evaluation meetings and feedback
sessions and ways in which the performance of employees can be improved.
Getting started
Use Discussion Question 1 on page 321 as a basis for a discussion about the difficulties in
performance management: Eighty percent of Canadian organizations have performance
evaluation systems. List some reasons that 20 percent would not choose to implement
one. See the recommended responses in the Answers to End-of-Chapter Discussion
Questions.
Use Figure 8.3: Let Me Count the Ways on page 289 to outline some of the main
reasons why performance evaluation systems often fail.
Mini Field Trip: Use Discussion Question 2 on page 321 regarding rating fast-food
service at places such as Tim Hortons as the basis for a mini field trip, or ask students
to complete this exercise after class and post their thoughts on the online discussion
board, or take it up in the following class.
Training Appraisers
Temporal Errors
Recency error is a performance rating error in which the evaluation is based largely on
the employee’s most recent behaviour rather than throughout the evaluation period.
Contrast error is a performance rating error in which an employee’s evaluation is biased
either upward or downward because of comparison to another employee’s performance,
evaluated just previously.
Similar-to-me error is a performance rating error in which an appraiser inflates the
evaluation of an employee because of a mutual personal connection.
Discuss how various stereotypes held toward visible minorities, the disabled, Aboriginal
people, and women may affect their performance review.
YouTube video clip: In this 2-minute video clip, the actor demonstrates how not to
run an effective performance evaluation. There are at least 20 different errors that are
made—tell the students this, and ask them: How many errors can you spot? The video
clip is here: https://www.youtube.com/watch?v=Jln-liAnN8Y
A. Trait Methods
1. Graphic Rating Scales
Use Highlights in HRM 8.2: Graphic Rating Scale with Provision for Comments on
page 303 to show an example of the graphic rating scale method.
2. Mixed-Standard Scales
See an example of the mixed-standard scale method in Highlights in HRM 8.3:
Example of a Mixed-Standard Scale on page 304.
3. Forced-Choice Method
Forced-choice pairs might include the following:
4. Essay Method
B. Behavioural Methods
1. Critical Incident Method
Connectivity Activity: Ask students to generate a list of favourable and unfavourable
critical incidents of students’ behaviour in their various classes (without names).
Explain that those incidents could be collated into one list, and then the rater (or
professor) could rate the frequency with which each student behaved in those ways to
inform the evaluation of performance.
C. Results Methods
1. Productivity Measures
Call-Out question: Refer students to the four criteria that are used to generate
performance standards (Figure 8.4, page 290). Ask them whether productivity measures
satisfy all of those criteria. There are a number of potential problems with output
measures, for example, criteria contamination and criteria deficiency, which fosters
the attitude that “what gets measured gets done.”
2. Management by Objectives
Figure 8.7: Performance Appraisal under an MBO Program on page 308 illustrates how
performance evaluation functions with an MBO program.
Small Group Discussion: Ask the class if anyone has worked or is currently working
under an MBO system. Have students explain the MBO process at their organizations.
Refer students to goal-setting theory, which is the basis for MBO, and then generate
the factors that make MBO successful (e.g., managers and employees must be
willing to establish goals and objectives together; the objectives should be
quantifiable and measurable for the long and short terms; the results that are
expected must be under the employee’s control; the goals and objectives must be
consistent for each employee level; managers and employees must establish specific
times when the goals are to be reviewed and evaluated).
4. Feedforward: Use Highlights in HRM 8.6: The Feed Forward Performance Evaluation
Interview on page 312 to explain the feedforward performance evaluation interview
technique.
Role-Play: Use Discussion Question 5 on page 321 as the basis of a role-play: Think
of a friend or a family member whose behaviour you wish to change (e.g., your friend
is usually late for events that you have organized). Using the problem-solving
interview and the suggestions for conducting an effective evaluation interview,
provide evaluation feedback to your friend. See the recommended responses in the
Answers to End-of-Chapter Discussion Questions.
Think-Pair-Share: Ask the students to get into pairs and answer the following
questions: (a) What different skills are required for each type of evaluation interview?
What reactions can one expect from using these different skills? (b) How can one
develop the skills needed for the problem-solving type of interview? (c) Which method
do you feel is the least desirable? Why? (a) The tell-and-sell method requires the
ability to persuade an individual to change in the prescribed manner. The tell-and-
listen method requires the ability to communicate the strong and weak points of a
subordinate’s performance, and to explore the subordinate’s feelings about the
evaluation. The problem-solving method requires the ability to stimulate growth and
development through discussion. Several reactions can be expected from using the
different methods. Tell-and-sell: defensive behaviour is suppressed and attempts are
made to cover hostility. Tell-and-listen: defensive behaviour is expressed and the
employee feels accepted. Problem solving: problem-solving behaviour. (b) The skills
for the problem-solving type of interview can be developed by first adopting the
attitude that through discussion, new ideas and mutual interests may be developed.
Training and practice in listening and reflecting feelings, reflecting ideas, using
exploratory questions, and summarizing are essential. (c) Probably most students will
agree that the tell-and-sell method is the least desirable because it leads to suppressed
defensive behaviour and feelings of hostility.
Individual Assignment: Require students to read and summarize an article published
in Human Resource Management by Budworth et al. (2015) on feedforward. Ask the
students to summarize, in their own words, the theory, methods, results, and practical
implications in the article. See the Recommended Reading section for a full reference.
Small Group Discussion: Ask students whether setting goals can be detrimental to
performance. Use Ethics in HRM: Stretch Goals on page 315 to form the basis of a
discussion on the political games in establishing goals.
C. Improving Performance
Identifying Sources of Ineffective Performance
Use Figure 8.9: Factors That Influence Performance on page 316 to talk about the
major causes of ineffective job performance, broken into three categories: (1)
ability, (2) motivation, and (3) environment.
Performance Diagnosis
See Figure 8.10: Performance Diagnosis on page 317.
Connectivity Activity: Ask students to imagine that a member of your study team
usually misses the deadline for submitting his part of the assignment. Ask students to
think about reasons why. Use Figure 8.10 to take it up.
Managing Ineffective Performance
Think-Pair-Share: Use HRM Experience: Performance Diagnosis on page 321 to
discuss potential causes and solutions for poor performance. See the sample solutions
in the HRM Experience section.
FINISHING CLASS
Use Case Study 2: Wow Productions on page 323 for a good review of major content
areas of the chapter. See the suggested responses in the Notes for End-of-Chapter Case
Studies.
Review the learning objectives.
Recommended Reading
Paglis, L.L. (2008). The “It’s Not My Fault!” exercise: Exploring the causes and
consequences of managers’ explanations for poor performance. Journal of Management
Education, 32(5), 613–628.
Budworth, M. H., Latham, G.P. & Manroop, L. (2015). Looking forward to performance
improvement: a field test of the feedforward interview for performance management.
Human Resources Management, 54(1), 45‒54.
2. Develop a list of the characteristics of effective service for fast-food servers at places
such as Tim Hortons. Over your next five visits, rate the servers against the criteria that
you have developed. Did your criteria meet the performance standards of relevant and
reliable, or were they subject to criterion deficiency or contamination? Students should
visit a Tim Hortons and observe what the fast-food servers’ job functions are. Based on
observation, students should develop a list of characteristics of effective service
(approximately 8 criteria). Discussion should take place in groups of three to four in class.
3. Develop a 10-item checklist to be used to rate student behaviour (e.g., Always submits
assignments on time). Rate your own behaviour against this list. Then ask friends and
4. Take two of the items from question 3 and develop a BARS for each of these items. Then
rate yourself and ask others to rate you using the BARS. Did the ratings change? If so,
why? Research examples of different behaviourally anchored rating scales for further
discussion in class.
5. Think of a friend or a family member whose behaviour you wish to change (e.g., your
friend is usually late for events that you have organized). Using the problem-solving
interview and the suggestions for conducting an effective evaluation interview, provide
evaluation feedback to your friend. Demonstrate this question through a role-play in class.
Some additional benign examples that can be used are nail-biting, sleeping in, lack of
exercise, and so on. Students will see how difficult it is to change behaviours that lead to
potentially improved performance.
2. Clark may be having external problems at home (e.g., it appears that he may be facing
financial difficulties since he is counting on the bonus to put a down payment on a home).
Although we cannot be sure of the problems Clark is facing, finding out why he feels so
dejected about the bonus may offer clues to his poor performance. If the problems are
external, maybe offering some training in personal finances may help, so that he can
accomplish his goals both at home and at work. Alternatively, it may be a time
management issue at play. Clark may need training on how to manage his time better, or
he could sit with this manager one-on-one to discuss how to manage the project so that
deadlines are met. It may also behoove his manager to show how the completion of the
project will lead to success for the business, aligning Clark’s goals with those of the
company. Although the bonus is clearly a valued personal reward for Clark, he should
also be motivated to perform for the purpose of the organization.
3. It appears that there are two different issues at play for Tommy. First, he needs to
improve his confidence and focus. This requires training—both on and off the job.
Tommy should be mentored, receive personalized feedback on his performance, and be
trained, perhaps using a simulation in sales, in order to improve his sales technique. This
takes time and lots of encouragement and support. The second issue is external—
customers are reluctant to purchase the brake pads because of the limited warranty. The
organization should listen to its customers and extend the warranty in order to meet their
needs and to increase sales.
2. Does Google’s research on the performance of its managers surprise you? Why or
why not? Depending on the maturity/experience of the students, it may or may not
surprise them. Perhaps an extension question here is how students can prepare
themselves now to become both a technical expert and an effective manager.
1. Identify four probable causes for the lack of uniformity in the application of performance
management practices. (a) tremendous growth in the last three years; HR cannot keep up
with growth; (b) dispersed across Canada; (c) no corporate oversight from the president;
(d) directors have different philosophies as to the purpose of the performance
management system.