Managing Poor Performance with Impact

Some of my biggest wins as a leader have come from seeing struggling team members transform into top performers. I’ve had employees who started with inconsistent results but, after going through a structured performance improvement process, not only passed but thrived. They just needed extra coaching, hand-holding, and a clear path forward.

But let me be honest—managing poor performance isn’t easy. I’ve personally struggled with letting go of people because I believe in the power of coaching. Yet over time, I’ve learned a tough truth: skill is one thing, but will is another.

If someone doesn’t have the drive to succeed, even the best coaching won’t make a difference.

For leaders, the way we handle performance issues says a lot about our leadership style. Yes, it’s about driving results. But it’s also about reinforcing a culture of accountability, support, and growth. Here’s the framework I rely on to turn performance challenges into opportunities.

1. Diagnose the Root Cause

Before addressing performance issues, take the time to understand the “why.” This step helps ensure you’re solving the right problem.

• Ask Probing Questions: Sit down with the employee and ask, “What’s been challenging for you?” This often reveals gaps in understanding, skills, or external factors.
• Gather Data: Look at metrics, feedback, and trends. Was their performance consistent before? Have circumstances changed?
• Be Empathetic: Sometimes, personal struggles or a lack of role clarity are the real culprits. Creating a safe space for honest discussion is key.

Why It’s Crucial:​
Diagnosing the root cause prevents you from wasting time on surface-level solutions. It builds trust and ensures you’re addressing the actual issue.

2. Set Clear Expectations

Ambiguity often leads to underperformance. Employees need to know exactly what success looks like.

• Define Success: Be specific about goals. Instead of saying “improve communication,” say, “Respond to customer inquiries within 24 hours.”
• Document Responsibilities: Use a written guide that includes clear metrics, deadlines, and ownership.
• Collaborate: Engage the employee in setting these expectations to ensure buy-in and clarity.

Why It’s Crucial:​
When expectations are clear, accountability becomes easier, and employees have a roadmap to follow.

3. Provide Support and Coaching

Support is often the missing link between poor performance and success. Some employees just need extra guidance to thrive.

• Tailor Your Approach: Identify what kind of support is needed—additional training, access to resources, or mentorship.
• Be Hands-On: Regularly check in to address challenges and celebrate progress. Role-playing and shadowing sessions can boost confidence.
• Focus on Strengths: Highlight areas where they’re doing well. This builds morale and helps them feel motivated.

Anecdote:​
I’ve seen firsthand how structured coaching can make a difference. For one struggling team member, we added weekly 1:1 sessions and focused on building their confidence in customer interactions. The transformation was incredible—they not only passed their PIP but became a key contributor to the team.

4. Implement a Structured PIP

When coaching and informal feedback aren’t enough, a Performance Improvement Plan (PIP) provides a formalized path forward.

• Frame It Positively: Emphasize that the PIP is a tool for growth, not punishment.
• Set Measurable Goals: Outline specific improvements needed, with clear timelines.
• Monitor Progress: Hold regular check-ins to review progress and adjust as needed.

Why It’s Crucial:​
A PIP ensures fairness and transparency. It gives the employee a clear understanding of what’s required while providing the structure to succeed.

5. Make the Tough Decisions

Despite best efforts, not everyone will rise to the occasion. Knowing when to let go is one of the hardest yet most necessary aspects of leadership.

• Evaluate Objectively: Did they meet the goals outlined in the PIP? Is the performance gap still impacting the team?
• Communicate with Empathy: Be clear but compassionate when delivering difficult news.
• Protect Team Morale: Be transparent about your decisions while maintaining confidentiality.

Anecdote:​
Letting go of an underperforming team member is never easy, but it’s sometimes necessary for the greater good. I’ve learned that keeping someone who lacks the will to succeed can hurt the rest of the team and their ability to thrive.

Why This Matters

Managing poor performance is a leadership challenge that defines how you build trust, foster growth, and maintain team morale. Whether your efforts lead to a turnaround or a parting of ways, handling these moments with empathy and clarity ensures your team feels supported and valued.

Remember, even the best leaders encounter performance challenges—it’s how you address them that sets you apart.