In leadership class, I learned that in performance management, there are two major types of issues--conduct and performance.
In conduct issues--people willfully do not follow the rules of the workplace. Conduct issues are those of "won't."
However, with performance problems--people cannot meet the expectations for quantity and/or quality. Performance problems are issues of "can't."
On Rosh Hashanah, the Jewish New Year, I wonder whether these same types of performance management issues apply to our lives as human beings and as children of G-d.
- Some people just won't do the right thing, instead willfully choosing to lie, cheat, steal, and mistreat others. They prefer the monetary or egotistical rewards of doing the wrong thing over the spiritual and relationship hardships and challenges to do the right thing.
- Other people can't do the right thing--they are too scarred by hurt, abandonment, loneliness, being told they are not good enough and can't compete, and so on. For these people, sometimes, no matter how hard they try, they feel that they cannot meet expectations.
Of course, willfully doing something wrong is worse than not being able to do something right.
That is why for the first type of people--those with conduct problems--there is disciplinary action.
For the second type of people--those who have performance issues--we recognize their commitment and try to help them through things like coaching, mentoring, training, and counseling.
Performance issues may be linked to change resistance to change--and there are 3 dimensions of this:
1) Cognitive--"I don't get it"--the person doesn't fully understand and therefore agree with the rules.
2) Emotional--"I don't like it"--a person emotionally rejects the rules of change, because they are afraid of the loss it will cause to them, personally and/or professionally.
3) Interpersonal--"I don't like you"--when people are not resisting an idea, but rather they are resisting you, personally.
Great leadership is the ability to sense when any of these dimensions are off and help to course-correct them:
- When people don't get it--we can inform, create awareness, and educate.
- When they don't like it--we can listen to them and show empathy, get them involved in the process, and maybe show them the "what's in it for me" (WIIFM).
- And when they don't like you (the most difficult one)--we can try to win people over by taking responsibility for the things we have done wrong, demonstrating over time that we are trustworthy, spending time together to better get to know each other and build the relationship, and maybe even give in on some issues, where appropriate.
Like on Rosh Hashanah, where we seek G-d's mercy on us and ask that he work with us, so too, we can learn to work with others to try and help them, where possible.
(Source Photo: Minna Blumenthal)