Managing Human Resources Chapter 8

What should be done if an employee demonstrates desired behavior, but does not achieve results?

Change the context, job design, etc. as situational factors may be affecting performance.

*Why may employee ratings be problematic?

Employee ratings can be problematic, too, especially if managers take only recent performance into account. This can lead to inaccurate assessments of employee work.

What are motivational factors that affect an employee's performance?

Motivational factors that affect an employee's performance include: 1. career ambition 2. goals and expectations 3. job satisfaction 4. fairness perceptions 5. relations with coworkers. Other factors that affect employee performance involve their abilities and their environment.

Term that refers to performance standards linked to organizational goals and competencies.

Strategic relevance

Which method focuses more on traits rather than behaviors?

Graphic rating scales

Jackson works as a sales representative and is responsible for cold calling potential clients. Kendall, another rep, is responsible for selling to established clients. Both are evaluated based on unit sales per quarter. In terms of performance standard, this scenario exemplifies:

In terms of performance standard, this scenario exemplifies Criterion Contamination. With Criterion Contamination, elements that affect the appraisal measures are not part of the actual performance.

*Your young start-up has many inexperienced managers who must conduct their first performance appraisals for their subordinates. As HR Director, what is the best advice you can give them regarding how to conduct these meetings?

Ask your direct reports to conduct a self-evaluation of their performance. The correct answer is to ask your direct reports to conduct a self-evaluation so that they think about their performance and rate themselves on the same performance criteria that you will use. The other strategies are not appropriate as: you don't want to dwell on opportunities for improvement, you do want to provide positive feedback whenever possible, and you do want to set and document specific goals for improving performance during the next year.

Results Measures

Based on the performance diagnosis model, results measures are affected by ability, motivation, and the external environment. Results measures are affected by a variety of factors, including competencies, but not only competencies or behaviors.

Behavior Measures

Based on the performance diagnosis model, behavior measures are affected by ability and motivation.

Which of these terms describes a process whereby managers meet to discuss the performance of individual employees to ensure their employee reviews are in line with one another?

Calibration is a process in which managers meet to discuss the performance of individual employees to ensure their employee reviews are in line with one another.

What solution do you think HR should implement to prevent managers from asking inappropriate questions during interviews?

Conduct training for managers to explain the difference between appropriate and inappropriate interview questions.

Haiya is a nurse, being evaluated under a management by objectives (MBO) system. Which of these is a problem for using this system with Haiya's job?

MBO only looks at results, and in nursing, factors such as concern for patients are important, too.

Which 2 methods do not measure behaviors but rather outcomes?

Results-oriented Scales and Management By Objectives

Which term refers to performance standards linked to organizational goals and competencies?

Strategic Relevance

Which type of performance evaluation recognizes team accomplishments rather than individual performance?

Team evaluation is a performance evaluation that recognizes team accomplishments rather than individual performance.

According to the case, Google scientists watched managers do their jobs. In this way, they were involved in:

The behavioral method of evaluation. The behavioral method best describes the type of evaluation Google's scientists were engaging in when they watched managers doing their jobs.

Subjective appraisals are based on a manager's feelings about an employee's work. True or False

True, such as a manager might say that a waiter is "Meeting expectations" rather than saying that the waiter served 150 people in a week.

halo error

letting a rating in one area affect ratings in other areas.

Situation in which aspects of actual performance are not measured.

Criterion Deficiency

What should be done if an employee demonstrates low competency?

Provide them needed training and development.

Jim Johnson, an accountant at an insurance company, just received his performance appraisal from his boss, Latoya Jones. Although Jim has been an excellent performer for most of the year, he made some critical mistakes the week of his performance appraisal. As a result, Latoya gave Jim average and good ratings instead of excellent ratings. This is an example of what type of rating error?

Jim's boss, Laytoya, allowed her ratings to be changed by mistakes Jim made just before his performance review. This is an example of the recency error, where recent events have an undue influence on an overall performance rating.

Performance can be assessed by objective or subjective appraisal methods. True or False

True

Which type of performance evaluation is done by different people who interact with the employee, generally on forms compiled into a single document for use in the evaluation meeting conducted by the employee's manager?

A 360-degree evaluation is a performance evaluation done by different people who interact with the employee, generally on forms compiled into a single document for use in the evaluation meeting conducted by the employee's manager.

What are the 3 factors affecting performance?

Ability, Motivation, and Environment

Competency Measures

Based on the performance diagnosis model, competency measures only show "can do" factors such as knowledge, skill, or ability. Competency Measures are not measures of motivation or the work environment. Competencies are not affected by motivation or the work environment.

Why can companies ranking employees be difficult?

Because people excel in different areas. Ranking also doesn't always provide employees with useful feedback on how to improve.

Which term describes the situation when elements that affect the appraisal measures are not part of the actual performance?

Criterion Contamination

*Malik just started working for a fast food restaurant that uses a critical incidents performance management system. What is an advantage of using a critical incidents performance management type of system?

Critical incident reviews can be more objective than other reviews because they force managers to justify their ratings with performance criteria. In a critical incident review, a manager records examples of both good and poor employee behaviors. This can make the review more objective than other reviews, because the behaviors are related to specific performance criteria. Critical incident reviews are not results based, and they are qualitative, not quantitative.

You are a newly hired HR Director and want to ensure that the company's performance reviews follow all legal guidelines. Which of these ensure this?

Performance reviews should meet the following legal guidelines: performance ratings must be job related; employees must be provided with clear, written standards prior to their reviews; managers conducting reviews must be able to observe the behaviors; managers must not allow performance problems to continue unchecked; HR should review evaluations for potential disparate impact on underrepresented groups; reviews should be discussed openly with employees; counseling should be offered to poor performance; and an appeals process should allow employees to express their disagreement with their evaluations.

Examples of Objective appraisal methods of assessing employee performance

Performance tests or measures such as output and volume to assess employees, Objective measures are easily quantified.

*What should be done if an employee has necessary competencies, but does not exhibit desired behaviors?

Provide them coaching and/or reward incentives as there may be a motivational problem.

Term that refers to measures that are consistent across raters and over time.

Reliability

Which term refers to measures that are consistent across raters and over time?

Reliability

What are the 3 Performance Metrics?

Results, Behavior, and Competency

Which of these terms refers to a trait approach to performance rating that requires the rater to write a statement describing an employee's behavior?

The essay method is a trait approach to performance rating that requires the rater to write a statement describing an employee's behavior.

Which of these terms refers to a trait approach to performance rating whereby each employee is rated according to a scale of characteristics?

The graphic rating scale method is a trait approach to performance rating whereby each employee is rated according to a scale of characteristics.

Which of these terms refers to a trait approach to performance rating similar to other scale methods but based on a comparison with (better than, equal to, or worse than) a standard?

The mixed-standard scale method is a trait approach to performance rating similar to other scale methods but based on a comparison with (better than, equal to, or worse than) a standard.

What is the object of any performance review?

The object of any review should be an accurate evaluation of and feedback on employees' performance to help them improve.

After completing a critical incident analysis, your company has identified seven behaviors important to job success. Now management wants to create a performance review method based on these behaviors and insists that the method has a high degree of content validity. As HR Director, what do you recommend?

A behaviorally anchored rating scale (BARS) A behaviorally anchored rating scale (BARS) is a behavioral approach to performance rating that consists of a series of vertical scales, one for each important dimension of job performance.

*With the institution of cross-functional work teams, your company wants to create a new performance review method that evaluates the extent to which an employee possesses dependability, initiative, and leadership. As HR Director, what do you recommend?

A graphic rating scale method A graphic rating scale method is a trait approach to performance rating whereby each employee is rated according to a scale of characteristics. A behaviorally anchored rating scale (BARS), a results-oriented system, and a behavior observation scale do not measure traits, but rather measure behavior or results.

*James Barrett, cofounder and co-owner of Metropolitan Bakery, discusses Will, who started in packing and now does maintenance for the organization as well. James says that because Will is successful, he will continue to add more things to his plate. In doing so, James is illustrating which of these approaches to performance management?

Administrative determination of transfers and assignments. When James discusses the responsibilities that Will has, and he determines from his successes what additional responsibilities he could have, James is showing administrative determination of transfers and assignments. Although this approach is administrative, James is not indicating performance problems. Developmental improvements in communication and being able to discuss concerns are not the issue here.

*Performance Management Process Model Steps

1. Goals set to align with higher level goals. 2. Behavioral expectations and standards set and then aligned with employee and organizational goals. 3. Ongoing performance feedback provided during cycle. 4. Performance appraised by manager. 5. Formal review session conducted. 6. HR Decision Making (e.g., pay, promotion, etc.)

Neetu is experiencing some performance issues related to meeting performance expectations. As HR Director, what do you recommend her supervisor do?

Follow up day to day with Neetu. Based on this situation, the most appropriate recommendation is to follow up day to day with Neetu. This means that the manager should hold informal check-in meetings with Neetu to assess her progress in addressing the manager's concerns. Sending Neetu to the workshop on empowerment and career success would not likely focus on the appropriate issues needed for Neetu to improve her job performance. Putting Neetu on probation and threatening to terminate her is too much punitive at this point especially since other less severe options have not been considered yet. Finally, offering a bonus that the employee has to wait a year to receive will not motivate the employee to make the immediate changes that are necessary.

*Manager Dennis has always found Elaine to be a good employee. Recently, one of Elaine's projects was delivered late and was significantly over budget. Dennis referred frequently to this project when appraising Elaine for the year. This situation exemplifies which of these reasons why performance appraisals can fail?

Formal reviews can fail for many reasons. In this scenario, they likely failed due to Dennis's focus/overemphasis on Elaine's uncharacteristically poor performance on a recent project.

Ivan works as a customer service representative in a call center. He is evaluated based on the number of calls he completes each day, but not on how well he satisfied the callers. In terms of performance standard, this scenario exemplifies:

In terms of performance standard, this scenario exemplifies Criterion Deficiency With Criterion Deficiency, aspects of actual performance are not measured.

Senior executives want all managers to work with their employees to develop mutually acceptable goals and to monitor goal achievement. As HR Director, what do you recommend?

Management By Objectives (MBO) Management by objectives (MBO) is a philosophy of management that rates the performance of employees based on their achievement of goals set mutually by them and their managers. MBO monitors goal progress. BARS, graphic rating scales, and behavioral observation scales do not have such a process for monitoring progress, unlike MBO.

Which is a philosophy of management that rates the performance of employees based on their achievement of goals set mutually by them and their managers?

Management by objectives (MBO) is a philosophy of management that rates the performance of employees based on their achievement of goals set mutually by them and their managers. MBO involves the managers laying out specific milestones and expectations for employees to reach them within a specific timeframe and then they assess performance by how well employees reached those objectives. Employees participate in MBO by setting clearly defined, attainable, and measurable goals and plans to pursue them.

Which of these accurately describes a reason that performance appraisals sometimes fail?

Many people fault the performance review process for focusing on individual achievements over teamwork, focusing on short-term achievements over long-term goals, and for being useful only for highly effective or ineffective employees.

Pedro is experiencing some performance issues related to meeting performance expectations. As HR Director, what do you recommend his supervisor do?

Minimize criticism of Pedro, while focusing on constructive and encouraging feedback Based on this situation, the most appropriate recommendation is to minimize criticism of Pedro. This means that the manager should try to be constructive and focus on building from a positive approach using encouragement and support. Sending Pedro to the workshop on empowerment and career success would not likely focus on the appropriate issues needed for the direct report to improve his job performance. Putting Pedro on probation and threatening to terminate him is too much punitive at this point especially since other less severe options have not been considered yet. Finally, offering a bonus that Pedro has to wait a year to receive will not motivate Pedro to make the immediate changes that are necessary.

You must have a performance meeting with two of your direct reports who are having performance issues. Your goal is to mutually agree on answers to these issues, so that there is greater employee commitment. Which type of review meeting BEST accomplishes your goal?

Problem-solving The correct answer is to use a problem-solving performance review session since it is the most collaborative and constructive in terms of developing an action plan for improving an employee's job performance and getting their buy-in for implementing the plan.

Which of these terms refers to a trait approach to performance rating that requires the rater to choose from statements designed to distinguish between successful and unsuccessful performance.

The forced-choice method is a trait approach to performance rating that requires the rater to choose from statements designed to distinguish between successful and unsuccessful performance.

What is the correct way to ask interview questions?

To focus on job related questions and avoid questions that relate to the protected classes covered in Title VII of the Civil Rights Act of 1964. In this instance, asking a candidate his/her age is not appropriate. Asking about a candidate's experience with a job or skill is a better question and is job-related. However, there may be some instances where an interview question that is BFOQ (Bona Fide Occupational Qualification) related is appropriate. Providing training on interviewing techniques relative to appropriate and inappropriate questions can help interviewers better understand the questions they can ask. The training can be conducted in-house through Human Resources or contracted out via a consulting firm. Training should also assess trainees' comprehension of the material, so as to identify additional training needs for the future. Having a Human Resources employee conduct the interviews is not the best option. Managers need to understand the laws and how to ask appropriate interview questions.

Why do managers assess employees' performance?

To measure effectiveness of training methods, to provide them with feedback and goals to strive for, and to make pay change and promotion determinations.

*Wendy, co-owner of Metropolitan Bakery, says that the trained employees should be autonomous and engage customers with their knowledge. Although you don't hear it in this video, Wendy also says the employees should understand what it's like to "change the dynamic" and manage a lot of information. This kind of expectation indicates that Metropolitan Bakery:

This kind of expectation indicates that Metropolitan Bakery uses a developmental approach to improve employee future competencies. The developmental approach to performance management is designed to improve future employee competencies as, in this case, associating training with the behavioral outcome. This is a developmental approach rather than administrative. Managing performance-appraisal information is more administrative.

*LaToya is an office manager at an engineering company that recently started using graphic rating scales to evaluate employees on their traits. Which of these is the biggest advantage of using this type of scale?

Trait-based performance reviews are easy to develop. The biggest advantage of trait-based performance review systems is that they are easy to develop. Unfortunately, if a great deal of care isn't put into developing the system, it can also be subjective and biased, because it is not easy to measure traits objectively. Behavioral systems are typically more specific than Trait-based performance reviews and do a better job describing what behaviors are expected on the job.