Effective Coaching Session To Improve Employee Performance

Case Study: A Star Employee Experiencing Performance Problems

You need to intervene effectively to solve this performance issue. You will need to plan and conduct a coaching session with Pat to get both Pat’s and the team’s performance back on track.

Australian Hardware is a growing and large hardware retailer business. It has almost 140 stores in Australia. The focus of the organization is to build a huge market share by enhancing the customer satisfaction. They also intend to control the indirect and direct costs by efficient internal function and also want to establish a reputation of environmentally and socially responsible organization in the market.

However, the problem is related to the Wollongong store that is located in New South Wales. The issue is one with one of the key employee of the store. Pat is the star employee of the organization who is allocated in the sales team. Pat has been a consistent performer for the team and has achieved the sales target regularly. Customer rating for Pat has also been quite well but recently Pat has been a setback for the team. Pat’s effectiveness has increased and for which the team cannot rely on Pat when it comes to serve the customers. It has been analysed that Pat is preoccupied with something that is hampering the performance of Pat. This has affected other employees to give full focus on handling the customers effectively, which in turn hampering the overall work climate of the organization. This also affected the new employee by giving them an impression that the senior employees of the organization cannot be trusted and this result in their ineffectiveness. The present situation will decrease the performance of the sales team. This is the reason why the coaching sessions are occurring to help Pat overcome the situation.

According to the interview where Pat was asked to describe his own performance, feelings, performance obstacle and job satisfaction he gave the following feedback:

• According to Pat, the work environment needs to be more employees friendly (Tsai 2013). Pat explained that the bonding between the employees is less although the coordination between the employees is at par.
• Pat said that the stress level in the organization is excessive in the peak seasons and it becomes very tough for her to handle the stress sometimes (Lopez-Patino et al. 2014). Pat also said that the company, need to give them proper break so that they can get refreshed and again work effectively.
• Pat also explained that the employee retention rate of the company is low, which is affecting Pat’s production by a huge margin.
• The equipment that are used in the store to lift or for any other function are not so effective and it often leads to accident or any other issue. Pat had discussed this issue with the management for a number of times but they have not received proper respond from the management.
• The deadlines that are given to them are not realistic and most of the employees often failed to meet the deadline within the time. Pat said that the job satisfaction is less and the work environment needs to be making for employee friendly.
• Pat has achieved the sales target consistently but he said in the interview that the work pressure affects his productivity and sometimes it leads to fatigue and other health issues.

GROW model is the method of objective or goal setting and solving the problems in executing those goals. The GROW model was developed in the United Kingdom and was used for coaching in the 1980s and 1990s. GROW is the acronym for Goal, Reality, Options and Will. The Goal explains the objectives that the individual wants to achieve from the coaching, the Reality explains the current position of the employee where he is standing, the Option describes what can be done to rectify and solve the issue and the Will describes what the individual is willing to do to bring the change.

Emotional intelligence is an important factor that influences the performance of the employee. A high emotional intelligence helps in managing the organization effectively. High rate of emotional intelligence helps in managing the employee, communicating effectively with others, motivating others, handling the employees and it helps in supporting other employees if they are facing any problems with the job satisfaction. The weakness and strengths of Pat’s emotional intelligence are:

• Pat’s strength is that he can manage his own emotions better than the others can. Though there is a lot of work pressure Pat never failed to achieve the target that is assigned to him. He has been a consistent performer and this proves that Pat can manage his emotions quite well.
• During any conflict in the working environment Pat is the one who approached in the scene first and managed to solve the issue. This managing capacity of Pat has helped in gaining the star performer’s position in the organization.
• Pat’s another unique quality is that he always try to understand the feelings of others without judging them. This has helped the other employees to be motivated and has increased their productivity.

• Recently Pat has been engaged into many verbal fights or arguments with the co-workers of the organization this has resulted into lack of trust and unhealthy working environment. This has occurred due to the lack of communication an untimely decision made by Pat.
• Employees have complained that Pat is not hearing the points of others. People with low emotional intelligence tends to ignore the point of others and do what they think is right. This has affected the organization as the employee thinks that their opinion does not matter in the organization anymore.
• Pat has been recently weak in focusing in the task that is given to him and often blame others for not executing the tasks in time.

Goal:

• Being a star performer of the organization the management has decided to assign Pat for managing the new employee.
• Pat has been given a target to increase the sales of the store by 12% comparing to the sales that the store have achieved in the previous year.
• Pat has also been instructed to keep track of the employee’s progress of meeting the target within the time and to guide them if they fail to manage time and work accordingly.

Reality:

• Due to frequent arguments in which Pat is involved, the working environment has been unhealthy. The new employees cannot fully rely on Pat due to his recent behaviour. The employees are often seems to be less motivated and are getting unnecessary pressure in achieving the target.
• The sales target that the organization has aimed to achieve is nowhere close to 12%. The sales have not increased by 1% rather its less than the previous year target. This happened due to the loss in the working hour and proper direction from Pat.
• The employees are facing many problem regarding handling the customer and providing them with the correct product that they want. In short, they are finding problem in managing the customer. Pat has been ineffective in guiding the employee to provide full customer satisfaction which resulted
• Pat has not been effective in handling the tasks and the responsibility that is aligned to him and it may affect the organization in the upcoming years. To avoid this unwanted issue Pat needs to be given proper coaching so that this issues can be minimized.

Options:

This point describes what options are available to solve the problem.

• The problem can be solved if Pat tries to understand the situation and then respond according to that instead of reacting. He should understand and hear the opinion of others and then work according to that. This will create a feeling among other individuals that their opinions also matters in the organization.
• Handling the customer is a very difficult task as each individual has his or her own requirements. Pat needs to guide the employee and teach them to be patient with the customer. Understanding the customer needs a high level of emotional intelligence is required. Emotional intelligence will help Pat to understand how the employee can be managed so that they can get a proper idea about how to handle the employees and provide them full satisfaction.
• By developing the emotional intelligence, Pat will be more focused on achieving the target and at the same time, he will handle the stress more effectively.
• The sales target that the organization aims is to increase by 12%. Due to the frequent argument the working hours is affected and this resulted in the lower sales.
• The communication between the employees needs to be increased so that the lack of trust in the ability of other members reduces. Pat needs to organize more meetings so that the issue that the cop-workers are facing can be solved.
• There should be proper analysis of the task of every member in the organization so that the progress of the tasks can be monitored. The monitoring of the tasks will help the employees to finish the work in time and will help Pat to reduce arguments. This will also help in performance appraisal of the team.

Team building is an important factor that leads to the success of the organization. A good team helps in effective operation of the environment and also help in achieving the task within the deadline.

To build a good team climate the following things are necessary:

• Establish leadership: The trust of the employees should be mostly on Pat. The employee should trust on the judgement of the leader. The employee works effectively only when they judge the decision of their employees (Northouse 2018).
• Establishing relationship: Building relationship with the employees, understanding the team’s potential, skill sets and their likes and dislikes help in understanding the employee in a better way. This will help the employee in increasing the emotional intelligence (Osman-Gani, Hashim and Ismail 2013).
• Foster teamwork: After building the relationship with the employee its necessary to check whether they are compatible with each other and if they are not compatible the leader should under the differences between them and then work accordingly. The communication should be made more effective so that no problem arises between them.
• Understanding the problem: A team is motivated and effective only when the leader tries to understand the problem of their employees and take steps towards solving the issue. Pat should understand the problem of his co-workers and provide necessary solution to resolve the issues.
• Setting ground rules: Setting some rules for the employees will help them in guiding them to work within some rules and regulations. This will help them in maintain the ethics of the organization. Setting some rules will help in improving the working environment and will also reduce conflicts in the organization.
• Building communication: Communication is necessary steps to build trust and Pat should work on increasing and building effective communication. Communication will reduce wastage and will also help in improving the work environment.

References:

López-Patiño, M.A., Hernández-Pérez, J., Gesto, M., Librán-Pérez, M., Míguez, J.M. and Soengas, J.L., 2014. Short-term time course of liver metabolic response to acute handling stress in rainbow trout, Oncorhynchus mykiss. Comparative Biochemistry and Physiology Part A: Molecular & Integrative Physiology, 168, pp.40-49.

Northouse, P.G., 2018. Leadership: Theory and practice. Sage publications.

Osman-Gani, A.M., Hashim, J. and Ismail, Y., 2013. Establishing linkages between religiosity and spirituality on employee performance. Employee relations, 35(4), pp.360-376.

Tsai, S.Y., 2013. Impact of a breastfeeding-friendly workplace on an employed mother’s intention to continue breastfeeding after returning to work. Breastfeeding Medicine, 8(2), pp.210-216.

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