As outlined earlier, the 6-Step Coaching Tool is a pretty sleek performance management tool (read more here, here and here)- until you stop talking, at which point all bets are off... Why the variability with such a world class tool? Simple - faced with feedback from you regarding an area for improvement, employees do what all humans do - point to someone/something else. With this in mind, your managers have to be ready for "Sidetracks" when using the tool - excuses/reasons/objections why the employee isn't accountable for what the manager has observed.
Here's the top two (of six) Sidetracks your managers will hear when using the coaching tool:
1. What About Them? If everyone else is doing it, I can't be held accountable, right? When given the chance to respond to your observations, many employees will grab the easy out - everyone else is doing the same thing. What's the manager do when this sidetrack is used? Focus on the individual accountability the employee has and bring the focus back to him/her. Related response - tell the employee you'll be on the lookout for similar issues with others and promise to hold them accountable - then bring it back to them.
2. What About You? Ouch! As your manager, I bring up a component of performance I would like you to do better in and you drag me into your response? That hurts - but it's a common response from employees when using the 6-Step coaching tool. Common angles with this sidetrack - you don't give me the support I need, or imagine this - you are a control freak who can't delegate fully, meaning the employee is waiting on you before they can do their task/job. Best response for the manager - offer support and remove the barriers/obstacles you create, then bring the focus back to what the employee can control on their own.
Why the sidetracks from employees? Remember, it's human nature. Additionally, honest feedback with a boss is rare - so rare, in fact, that the employee will think they are about to be counseled or fired. Having informal, no strings attached conversations about performance takes time to build within your culture, so be patient with the responses you receive - but work through all the steps in the tool.
Just for Fun - Coaching for Performance the Bull Durham Way (complete with "What About You?" sidetrack)
Nuke LaLoosh: Why's he calling me meat? I'm the one driving a Porsche.
Crash Davis: Relax, all right? Don't try to strike everybody out. Strikeouts are boring! Besides that, they're fascist. Throw some ground balls - it's more democratic.
Nuke LaLoosh: What's this guy know about pitching? If he's so good how come he's been in the minors for the last ten years? If he's so good how come Annie wants me instead of him?
Crash Davis: Oh, hey, and another thing, Meat. You don't know anything, all right? If you wanna make it to the bigs, you'll listen to me. Annie only wants you so she can boss you around, got it? So relax! Let's have some fun out here! This game's fun, OK? Fun! And don't hold the ball so hard, OK? It's an egg. Hold it like an egg.
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