Have you ever left a business due to lousy service? Of course you have. How about afterward? Did the business, upon realizing you no longer wished to be a customer - magically seem have unlimited resources, processes and procedures available to regain your loyalty as a customer?
This past week such thoughts are on mind. A colleague who I’ve had the privilege to coach, on and off over the years, shared with me that he has been placed on a Performance Improvement Plan, yes a dreaded P-I-P. What happened? What’s really been going on? Has there really been good communication, especially feedback, occurring?
Recall the three types of feedback are: Appreciation, evaluation and coaching - from Douglas Stone and Sheila Sheen’s wonderful book Thanks for the Feedback. In our Academy Leadership Excellence Courses, we repeatedly observe that evaluation and coaching are often mixed up, and that, sadly, real coaching rarely occurs in the workplace.
We discussed the Performance Improvement Plan. It stated that necessary coaching and feedback - notice they are listed separately - will be offered. The plan also stated that my colleague is ultimately responsible for improving and meeting the objectives of the plan. How interesting. Lots of process. Lots of procedures. Lots of evaluation. I asked my colleague if he is coached by his supervisor with any regularity. What do you think the answer was?
You’re probably not surprised the answer was “no.” Perhaps coaching is only done within this organization when something is not working correctly. Imagine a sports team operating that way. The players compete with no coach. Only after it’s obvious the team is not winning, does the organization introduce what may even loosely be called coaching. Further discussions also indicate a good bit of turnover within this group, including people who quit rather than submit to a Performance Improvement Plan. Again, how interesting. Additional review seemed to indicate the supervisor really wants someone who will devote the majority of their time managing people and projects. Plenty of evaluation. Not so much leading. It’s unfortunate that my colleague appears to work for a manager/supervisor, and maybe not so much a leader. Unfortunate, but typical.
Leaders take responsibility for their individual team members. Leaders coach. Coaching is the Heart of Leadership.