Nothing drains more energy or time from an association/nonprofit executive than when there are indications of a problem with staff. It may be phone calls about poor customer service from members or leaders, missed deadlines or failure to respond appropriately, or any other number of signs that something is amiss.
Many times I hear execs say that they waited too long to intervene. Other times I hear from staff that there is a sudden confrontation with no ability to explore the problem in a collaborative manner. How can executives proceed in a fashion that will address the problem directly yet leave the most opportunity and ground for growth and ultimate success in dealing with a problematic staff issue?
I’ve found a three step process allows for an exploration, understanding, and creating a sound strategy for moving forward in these circumstances. At times, there may not be a personnel issue at all. Here are the questions to ask—and the order in which to move through the assessment:
Is there a systemic/process breakdown that is creating or exacerbating the problem?
There are times when what appears to be a problematic staff performance issue isn’t that at all. There is, rather a systemic problem that is leading to breakdowns in staff capability to perform. If the systemic problems are addressed, the performance problem may disappear. Systemic problems may be problems of coordination/communication between people, processes, or departments, hardware or software malfunction, or any other number of structure/process/program issues. If someone hasn’t been responsive, it is not productive to confront them only to discover that because of some communication breakdown they never received instructions, directions, etc. Unfortunately, in human designed systems, whether management systems or computer, etc., there are sometimes built in glitches that create problems. Before presuming you have a staff performance issue, make sure that there are not impediments that have been “cooked in” to the system. That’s your first job as a manager in assessing performance and creating a context for excellence.
Is there a resource problem that is preventing the performance that is expected?
If you are sure that the management and communications systems are working properly and are coordinated well, the next level of question is whether or not there is a resource issue that is keeping the staff person from performing appropriately. Do they have the equipment they need to perform well? Do they have the training to function with excellence? Do they have the information/direction needed to complete the task in line with expectations? Do they have the time to do the work? Is there so much work assigned that it is unreasonable to expect a well trained, appropriately oriented and equipped staff person to perform the work well. Until these two basic questions can be answered in the affirmative, there is no way to tell whether you have a true staff performance problem, or a system/resource problem.
After answering the first two questions, then there is the third: Is this problem chronic or random?
Humans are human. Even superstars make mistakes, and sometimes they make fairly big ones. But these mistakes are outliers, and not the norm for a good staffer who is trained, equipped, and placed in a working system.
On the other hand, there are people who are either not suited for certain work, not compatible with an organizational culture, or not interested in performing to the standards of the organization (although I believe this is rare if the first two conditions are addressed appropriately). In such instances, after having completed the assessments in the questions above, it is time for legitimate intervention.
The Bottom Line
Most people want to do well in their work. For associations and nonprofits, it is much better to tap into that desire to do well, and to ensure that staff are embedded in a functional management system, with appropriate resources, direction, etc., and a clear sense of expectation. You’ll save yourself a lot of grief, grow your staff toward excellence, and potentially even avoid employment related litigation (a large and growing concern in our sector) if you can demonstrate that you’ve done everything you need to do in terms of providing systems, training, and opportunity for staff to succeed.
Executive Director's Toolkit 