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Performance Management

Managing employee performance for success where goals are created, competencies are incorporated and constructive feedback is provided for continuous improvement.
Level 1 Demonstrates introductory understanding, directing people to the appropriate source for further information.

BEHAVIORS

  • Identifies key performance indicators (KPI’s).
  • Describes the official process for performance improvement in the company.
  • Assists managers in performance management and reporting activities (e.g., collects data, organizes training).
  • Guides employees as to where to find the appropriate forms for performance management.

QUESTIONS

  • Tell us about the last time you developed your own learning and development plan.

Probing Questions

* What did you base the plan on?

* What gaps did you identify?

* How did you go about selecting specific learning initiatives?

* Did you manage to carry out the activities?

* What was the result?

  • Describe a time when a manager requested your assistance in setting an employee's performance plan.

Probing Questions

* What advice did you give him/her?

* Upon what did you base this advice?

* What interactions with the manager did you have in this case?

* How did you determine if the advice was followed?

* What was the impact on the employee's performance?

Level 2 Applies the competency in common situations that present limited difficulties, working with a moderate level of guidance.

BEHAVIORS

  • Monitors performance management activities within set timelines.
  • Explains the performance improvement process to management and staff.
  • Identifies the tools needed to support the rollout of performance management initiatives.

QUESTIONS

  • Discuss a time when you were tasked with reviewing the organization’s employee performance data.

Probing Questions

* What action did you take to identify the pertinent data?

* How did you go about gathering the data?

* What analysis activities did you perform?

* What did your analysis show?

* How did you present your results to management?

  • Tell us about a situation where you were asked to present the organization's performance management process to an individual or small group.

Probing Questions

* How you create or adapt your presentation materials?

* What areas of performance management did you focus on?

* What did you do to put the material in front of your audience?

* How was your presentation received by the individual or group?

* What did you do to assess the uptake of the information you presented?

Level 3 Applies the competency in the full range of typical situations, requiring guidance in only the most complex or new situations.

BEHAVIORS

  • Facilitates the implementation of performance measuring processes and procedures.
  • Advises management on how to define specific, measurable, attainable, relevant and timely performance goals.
  • Guides managers on how to identify performance gaps (i.e. gaps between desired and actual performance), suggesting realistic and effective interventions.
  • Manages disputes related to performance appraisals.

QUESTIONS

  • Describe a time when you built the measurements and goals for your own staff members' performance management.

Probing Questions

* What research did you do to prepare for building these goals and measurements?

* What did you use as the key elements of the performance goals?

* How did you ensure that the goals appropriately reflected the organization's business objectives?

* What key performance indicators did you select as measurements for successful performance by your staff members?

* Did what you developed provide you with the appropriate information to manage performance in your group?

  • Tell us about a situation where a manager or management team requested your assistance in implementing performance management activities in their area.

Probing Questions

* What were the circumstances surrounding this situation?

* What implementation goals and success criteria did you identify?

* What assistance did you actually give them?

* How did you deal with any reluctance from the supervisors or staff?

* Was the implementation a success?

Level 4 Applies the competency in new or complex situations and advises others.

BEHAVIORS

  • Develops key outcomes and performance measures that align with overall business objectives.
  • Explains how the performance management process supports achieving the goals of the organization.
  • Recommends appropriate performance management measures (coaching, counseling, etc.) to line managers/team leaders.
  • Promotes best practices in the performance appraisal and performance management process.

QUESTIONS

  • Tell us about a situation where you needed to identify the necessary knowledge, skills and abilities (KSA's) necessary in the organization to achieve performance levels and business outcomes

Probing Questions

* What background information did you gather before proceeding with this task?

* How did you go about the alignment of specific KSA's to business activities?

* What consultation/validation did you include as part of the exercise?

* How did you gain support for the research and analysis activities from different stakeholders?

* What did the final product look like and how did you "sell" it to management?

  • Discuss a situation where you acted as a coach for a manager who was dealing with a particularly difficult performance management case.

Probing Questions

* What made this a difficult case?

* What did you do to investigate the background of the situation?

* What coaching techniques or processes did you employ?

* How did your coaching change the interactions between the manager and employee?

* What did you do to measure the success of your intervention?

Level 5 Develops new approaches and methods in the area. Is recognized as an expert within the organization.

BEHAVIORS

  • Discusses the need for prioritization of performance management initiatives from an organizational standpoint.
  • Evaluates current performance management measures against corporate objectives, making recommendations based on identified gaps.
  • Oversees performance management initiatives across the organization.

QUESTIONS

  • Tell us about an assignment where you were asked to review the organization's performance management system and recommend modifications.

Probing Questions

* What was the underlying purpose of the review?

* What did you do to prepare for the review?

* What steps did you follow in conducting the review?

* What were your findings or recommendations?

* How did you proceed to get approval for implementation?

  • Talk about a time where you developed or led a team that developed key performance indicators that related to the organization's specific business objectives.

Probing Questions

* What research activity did you undertake to identify potential key performance indicators?

* What consultation did you or your team do?

* What analysis was done and how was it completed?

* What performance indicator measurement gaps did you/the team identify?

* Were the recommendations accepted by senior management?