Performance Facilitator
 

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Resources for Coaches/Managers


Performance Facilitator System

How Does This Site Work?


Performance Facilitator (PF) provides a guide, or roadmap, that managers can use to assess employee performance. Because PF is competency-based, it can also be used to set performance expectations for new employees, target areas for improvement through learning, and set performance goals for the future.

Here is a sample scenario illustrating how PF can be used:

The Manager of Call Center Operations needs to complete an annual performance review for a member of her team: Sally Service. Manager prepares for Sally's review using Performance Facilitator (PF).

Manager logs into PF and selects the Performance Coaching Guide for Customer Service Representative (CSR).

The Performance Coaching Guide describes the CSR job, including several core competencies:

    Competency:

    Service Orientation
    Communication Skills
    Empathy with People
    Interpersonal Skills
    Listening

Under each competency, several target behaviors and paired coaching questions appear.

Manager reviews the PF Coaching Guide for the competency, SERVICE ORIENTATION.

SAMPLE SET OF TARGET BEHAVIORS/COACHING QUESTIONS:

Target Behavior Coaching Question
Handles difficult service requests with a positive, helpful attitude; shows resourcefulness in solving challenging customer issues. Describe one of the more challenging customer requests you have handled recently. What did you end up doing?

Manager can use this question to gather detailed, behavioral information from Sally that relates to Sally's recent job performance. More questions like this will give Manager the information she needs to make an accurate assessment of Sally's skills, and target development opportunities for the coming year.

She could decide to give the coaching questions to Sally in advance of their performance review discussion so that Sally knows what to expect in the upcoming meeting, or she may prefer to simply ask these questions once at the review discussion.

Sample Performance Coaching Guide (PDF)

How do I purchase Performance Facilitator Credits?

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