Reference no: EM132876468
1. You have just been hired as a customer service representative at a major retail chain store. The branch manager has asked that you work with a small task force to develop an appropriate set of performance standards and an appropriate review method. What would you recommend and why?
2. You've just started working at a high-end grocery store in a large city. The store man-ager wishes to develop a graphic rating scale for cashiering staff. Identify 3 critical areas of the job (e.g., "interactions with customers") that should be evaluated using this performance management method. Is this the best method to evaluate performance of cashiers? Why or why not?
3. Your friend works as a manager in a small credit union and has asked your advice on how to give feedback to a staff member who did not handle a customer request partic-ularly well. What suggestions would you give?
4. Working in groups of 4, review the following descriptions of 3 different employees. Describe the possible causes of poor performance in each case. Then pair off and create a role-playing scenario to practise giving performance feedback. (For assistance, review the role-playing information in Chapter 6.) Whereas one pair conducts the performance feedback session, the other pair is asked to observe and then provide feedback to the role-playing pair. A. Carl Spackler is the assistant greens keeper at Bushwood Country Club. Over the past few months, members have been complaining that gophers are destroying the course and digging holes in the greens. Although Carl has been working evenings and weekends to address the situation, the problem persists. Unfortunately, his boss is interested only in results. Because the gophers are still there, he contends that Carl is not doing his job. He has accused Carl of slacking off and threatened his job.
B. Sandeep Dhillon works in research and development for a chemical company that makes non-nutritive food additives. His most recent assignment was the develop-ment of a non-stick aerosol cooking spray, but the project is way behind schedule and seems to be going nowhere. CEO Frank Shirley is decidedly upset and has threatened that if things don't improve, he will suspend bonuses this year just like he did last year. Sandeep is dejected because without the bonus, he won't be able to take his family on vacation.
C. Soon Tan is the host of a local television talk show called Morning Winnipeg. Although she is a talented performer and comedian, Soon has an unacceptable record of tardiness. The show's producer, David Bellows, is frustrated because the problem has affected the quality of the show. On several occasions, Soon was unprepared when the show went on the air. Bellows has concluded that Soon is not a morning person and has thought about replacing her
A) Carl Spackler
1. Give at least three possible reasons for Carl's poor job performance including reasons why you think this could be the cause of the problem.
2. Create a Graphic Rating Scale feedback form for Carl that could be used to give him feedback. Include a minimum of three characteristics that would be relevant for Carl.
B) Sandeep Dhillon
1. Give at least three possible reasons for Sandeep's poor job performance including reasons why you think this could be the cause of the problem.
2. Create a Balanced Scorecard feedback form for Sandeep that could be used to give feedback and determine the amount of the bonus. Include a minimum of three results in your Balanced Scorecard for Sandeep.
C) Soon Tan
1. Give at least three possible reasons for Soon Tan's poor job performance including reasons why you think this could be the cause of the problem.
2. Create a Behaviorally Anchored Rating Scale (BARS) feedback form for Soon Tan that could be used to give feedback. Include a minimum of three critical incidents of on-the-job performance in your form