I know you probably hate performance evaluations — writing them, receiving them, thinking about them, procrastinating on them — but what I hate is how many managers mess them up. Over at the Intuit QuickBase blog today, I talk about the various ways in which managers can do evaluations badly (and how to do them well).
You can read it here. And if you have comments, I’d love it if you’d comment over there so they know people are reading!
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A reader writes:
I’ve been with my current employer for just over 5 years and have a really great relationship with my boss. While I used to love my job, over the past year or so, I’ve started to lose interest and have started looking for another job. An opportunity presented itself in another city which I’m currently interviewing for. They head-hunted me and so far the job is looking promising – after a phone interview with HR and an interview with my potential boss, they’re flying me out to meet the team (paying for my hotel, car and flights).
My problem is I have a performance review with my current employer a few days before I fly out for my interview. My boss has hinted at the fact that she knows I’m unhappy at the moment and has asked where I see myself going in the company, which she said we could discuss in my review.
My question is – what do I say in my review? Should I be honest and say I’m interviewing for another job? I don’t want to shoot myself in the foot and give her a reason to fire me off or treat me unfairly if I don’t get the job (though I do expect she would reply reasonably). I would feel bad about misleading her in any way (and am a horrible liar), so if she asks me straight up where I see myself going with the company, I’m not sure how I should respond, especially given that I don’t see myself staying there too far in the future.
Don’t say that you’re interviewing for another job. You may not get it or you may decide it’s not for you. There’s no reason to be that specific, until you get an offer that you’re going to accept.
However, you should talk to her honestly about why you’re not as content as you used to be. Think about the factors that pushed you to start looking, and talk to her about those (without mentioning that you have a job search in progress). You never know — if you talk to her honestly about that, she might be able to address those things. You might get offered a different job with your current company that would make you happier. Or you might not — but you’ll have been honest with her about your thinking, and if you do end up leaving sometime soon, she’ll appreciate that you didn’t let her think that everything was fine. Good luck!
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Performance evaluations often get a bad rap by people who see them as a bureaucratic waste of time.
Over at U.S. News & World Report today, I talk about why performance evaluations deserve a better rap. Please check it out.
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A reader writes:
Some background: I am in my mid-twenties and I work as an assistant for a small, nationally renowned non-profit. I love a lot about my job: I get to research topics I love, and I get to apply skills that satisfy me. I have a heavy workload that has increased substantially over the past few months. I often work straight through the day without a lunch break, stay late when I need to, bring work home when I need to, and check my work email from home constantly.
I had my first ever annual performance review last month. Before this formal meeting, my boss and I had met sporadically, and our discussions tended to focus on particular projects she had planned for me. The only explicit feedback I received about my work was in November, and it was that I was “doing excellent work.” Since that comment, I had not received any pointed feedback about my performance, negative or positive. Instead she would casually ask, “How’s it going?” and I would say something like “I’m working on a lot right now, but I feel good about everything.” As my review crept closer, I was naturally somewhat anxious, but felt I had reason to believe that I was going to receive generally good feedback.
Boy, was I in for a surprise: my boss told me that there was an issue with follow through, citing a few examples of minor tasks I had failed to execute, and said she was worried a pattern was emerging. She said I needed to participate more at staff meetings, and that I’m not a team player. My grade was “needs improvement.” I felt completely blindsided, and was so shocked and hurt by the feedback that I burst into tears. She also asked me if I’m really serious about working in this field. In my emotionally vulnerable and unstable state, I admitted that, while I do value a lot about my job, I sometimes think about other paths. My boss told me we would meet again in a month to reevaluate my standing.
I took the review really badly: I was on the verge of tears for the remainder of the workweek and couldn’t sleep at night due to anxiety. I felt like I had been working quite hard, that for each of her examples of my failures, there were dozens of things that I had executed well and promptly. My job can be very stressful, I put a lot of pressure on myself to perform well. I thought I was succeeding; to be told the opposite was demoralizing and mortifying. Looking back on my tears makes me cringe; I fear that I came off unstable and incapable of hearing criticism.
I’ve reflected on my feedback and concluded that some of it was valid. The next week I requested a follow-up meeting with my boss: I told her that I had let some things slip due my increased workload, and that I was going to make an extra effort to make sure nothing falls through the cracks in the future. I asked her for more regular feedback, suggesting that she call to check in with me like she does with my colleague (my boss works three-day weeks). This plan seems to be helping, and I’ve gotten some good feedback related to my areas in need of improvement.
But my despair persists: my department is very small, and I’m now concerned that everyone perceives me in the way my boss described me. I feel sheepish and embarrassed around my colleagues. I’m also worried that my boss shared my emotional response to her criticism with them, which compounds my paranoia. Finally, I’m concerned that my admission to considering other lines of work set off an alarm in my boss’s head. Is there anything I can do, besides doing my job well, to improve my standing? I’m worried about being blindsided again.
It sounds like you’re doing all the right things here, aside from being really, really stressed out about it. Being open-minded about the feedback, asking for a follow-up meeting, and requesting more feedback were all exactly the right ways to respond to this.
Based on your boss’ feedback, it sounds like you were doing the big things well, but forgetting about some of the little things. If you were letting smaller tasks slip through the cracks, she was right to point out that it was becoming a pattern — but this is exactly the kind of performance issue that’s really easy to fix, and she probably knows that. I cannot tell you how many people I’ve had to have that conversation with — it’s probably the most common issue I have to address with people. The vast majority of people are able to fix it once they’re focused on it — and you sound like someone who’s fixing it.
Now, I’m not sure what she meant by “not a team player,” and if you’re not sure either, get details from her about that one so that you know specifically what she’d like to see you do differently.
But remember — this is what bosses do: they give feedback and tell you about ways you could do better. It’s normal.
It can also be a shock if you’re not used to it. I think many smart people go through this right around your age: If you’re like a lot of smart people, up until now you’ve been used to hearing exclusively positive feedback. You were smart, school and peers affirmed that, and it’s part of your self-identity. And then when you start working and come across a boss who sees areas where she wants you to improve, it can be really jarring. It can make you doubt yourself or think you’re in the wrong job. Don’t think that way. Instead, take the feedback for what is it: matter of fact information about areas where you need to focus your attention more. Take that feedback and use it, and you’ll find that stretching yourself to grow in that way can be pretty gratifying.
Seriously. Don’t freak out. You’re on the case here, and it sounds like it’s going to work out fine.
About your two other concerns –
It’s unlikely that the rest of your department has even noticed or thought much about the points your boss made. Your boss’ job is to pay attention to your work and think about these things; theirs is not, and I promise you they’re not scrutinizing you like that. Most of the time when I talk to an employee about performance issues, the issues are ones that their coworkers wouldn’t have much way of knowing about. It sounds the same here. And unless your boss is hugely unprofessional and a jerk, she didn’t tell them that you had an emotional response originally — I can’t tell you how inappropriate it would have been to do that, and unless you have some specific reason to believe she did, err on the side of assuming she conducted herself normally in that regard (meaning that her conversation with you is none of your coworkers’ business).
And last, regarding whether your boss is alarmed that you acknowledged that you sometimes consider other lines of work — unless you’re working in the mafia or something, this is not a big deal. If it’s bothering you, go back to her and tell her that your conversation made you realize how much you want to stay in this field and ask her for her continued help via feedback and advice.
But really, I think what’s going on here is that you’re smart and conscientious and horrified by what I suspect is the sort of feedback you’ve never encountered before. Keep telling yourself that this is normal, bosses have these kinds of conversations with people all the time, and generally the issues raised get fixed and people just roll forward. Not a disaster, not even close to a disaster. You’re doing all the right things, and now you just need to stop beating yourself up.
Good luck!
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Performance evaluations inspire a special sort of dread — not just among employees but also for the managers who have to write them. Over at U.S. News & World Report yesterday, I wrote about six mistakes managers commonly make in the process. Please check it out here!
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A reader writes:
I have worked in HR for seven and a half years, working my way up from an HR Assistant to a Senior HR Assistant and 3 years ago to a Recruiter. I hire employees for about 30 departmental managers.
I have always had excellent yearly performance reviews, most years being ranked 4 (very effective) and last year 5 (exceptionally effective). Imagine my surprise when in this year’s review, I was rated as 2 (minimally effective). When I asked how my ranking could have plunged so much without me being made aware of it over the course of the year, I received no response. I then asked what determined such a poor ranking and I was told that one manager thought that I lacked confidence in hiring nurse practitioners (which was absolutely true as I am not a nurse recruiter and was never adequately trained to be one). I then asked my boss if she spoke to any of the other 30 managers for whom I work and she said no.
I feel as though my being ranked a 2 is totally inconsistent with the positive feedback/comments I receive from those managers for whom I recruit. I feel as though in order for me to understand and accept my boss’s review of me, she should provide me with concrete examples of comments and instances that made her determination accurate. In addition, if I truly plunged as she claims I did, should she not have had me on a work plan to improve my performance?
Your boss is a bad manager, at least when it comes to feedback.
Nothing in a performance review should be a surprise. Your manager should have been giving you ongoing feedback throughout the year, and the performance review should be a summary of that feedback.
So she screwed up and didn’t give you adequate feedback throughout the year. Which makes it even more important that the feedback in your evaluation be specific and include examples and that you not be stonewalled when you ask for them.
I don’t know how much of your job centers around hiring nurse practitioners. If it’s a small part, and you’re doing the rest of it well, a rating of “minimally effective” seems out of whack. If that’s the case, then either your boss has other concerns she’s not sharing with you, she doesn’t know how to do an evaluation well, or she has a personal issue with you. Any of those three options is an indictment of her.
On the other hand, if hiring nurse practitioners is a key component of your job, then her rating may be reasonable and her fault lies in not having spoken to you about this until now. In that case, the problem is not the evaluation itself, but the fact that this information wasn’t conveyed to you earlier. This is also an indictment of her.
Either way, go back to her and tell her what you plan to do to work on the nurse practitioner issue, and tell her that you were mortified to learn that this has been a problem and that you hadn’t known until now. Ask if you can get more regular feedback throughout the year, and ask that she bring any concerns to your attention earlier on.
And if the rating is indeed off base, then you do also have the option of trying to get it changed, especially if it will impact your next raise. But if you go that route, proceed delicately. You don’t want to turn it into a fight between you and your manager; instead, you should approach it more as a question of whether this is something that should be revisited in the context of the rest of the excellent work you’re doing. Weigh this option carefully though: You might succeed in getting it changed, or at least demonstrate to your manager that you aren’t one to be messed with in this way. But on the other hand, you might poison the relationship permanently. So use your own knowledge of her, your company, etc. in figuring out whether that route makes sense.
I don’t like this manager though.
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A reader writes:
I have a question on how to challenge a denial of work performance reviews on behalf of a co-worker. The position is an administrative assistant position which this person has been in 7 years. She has never had a yearly performance review and accordingly no raises! Her job duties have increased. She has spoken the matter to the HR and HR nicely told her that it was up to her boss, who is a director of a major department of our company. She has started to request yearly performance reviews in writing. The last one was 7 months ago and it was addressed to the director/boss. Nothing has happened.
This looks like the company is basically telling this person to leave. However, she is a single mother in her late 40s and she believes she cannot go elsewhere. She has asked me to help her write another letter and I need guidance on how to approach this letter.
So far this is the action plan I have:
1) address it to her boss but “cc” the HR. This formally brings in the HR who may do something.
2) bring up the employee handbook on yearly performance reviews and how it is provided to every employee
3) if this letter does not work, wait 3 months and then write another letter to the Executive Director/Chief Operating Officer since all avenues have been exhausted (boss and HR). The director/boss is under high scrutiny by the executive management so this may indirectly help.
Hmmm. Is the issue that she wants a performance review or that she wants a raise? Either way, I’m not sure this is the best plan.
If she genuinely wants the performance review for its own sake, she can’t “make” her boss give her one. Cc’ing HR doesn’t sound like it will do any good, since HR already told her that it’s up to her boss. And I definitely don’t recommend cc’ing the executive director or COO, since that’s inappropriately going over her boss’ head and likely to backfire — at a minimum, creating tension with her boss and possibly even irritating the higher-up. A better approach would be to explain to her boss that she wants to step back and have a conversation about her performance to get his feedback on where she’s doing well and where she could improve. At this point, since she has made this request previously and been ignored, she needs to be more direct and ask point-blank if this is possible or not. There’s no point in beating her head against the wall trying to make this happen if the boss simply isn’t going to do it. (Refusing to give your employees feedback on their performance is absurd, obviously, but there are plenty of bosses behaving absurdly out there.)
However, I suspect it’s more likely that what she wants is a raise, and she sees a performance evaluation as the route to get there. But why not just go directly after what she wants and ask for a raise? Skip the performance evaluation drama, since it’s clearly become an obstacle, and simply make the case for a raise. In other words, put together a case for how her value to the company has earned her more money and ask to be compensated accordingly.
Of course, she can’t make her boss give her a raise either. But she can make the case for it, and if it becomes clear it’s not going to happen, she can plan future decisions accordingly. You said she doesn’t believe she can go elsewhere, but there’s no harm in exploring her options — she may discover she has more options outside this company than she thinks.
One last thing: Make sure your involvement is behind the scenes. You shouldn’t be writing letters on her behalf, etc.; she should handle this herself.
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I’m embarrassed to admit that this is the first year I’m giving our managers detailed training on how to conduct good performance reviews. In the past, I’ve sent them forms to use and a few words of encouragement, and not much else. In retrospect, this was a crazy plan, since most people haven’t done many of these in their careers and people have different ideas about how to go about them.
So this year I’m doing a group training for managers. In addition to talking about the specifics of our forms, especially the nuances of our rating categories, I’m also going to cover the following:
1. Why do we do performance appraisals when our goal is to be giving feedback on a regular, ongoing basis through the year? Answer: To provide a substantive, overall assessment of employees’ performance and ensure the manager and employee are on the same page; to provide suggestions for growth and improvement, helping fair performers become good and good performers become great; to provide an opportunity to delegate more responsibility to the employee; to find out how the employee is doing internally — happy, thinking of leaving in the next year, wanting more responsibility, etc.; and in the case of poor performers, to send (additional) clear messages about needed improvements and to supplement documentation in the event termination becomes necessary.
2. How long should a manager expect to spend on the process? Answer: Plan to allow at least an hour to write each appraisal, if not more, and allow another hour to meet with each employee individually. And no matter how tempting procrastination may be, don’t put it off, since it sends a terrible message to the employee when their evaluation is delayed and delayed.
3. Be specific and use examples to illustrate your points, both when praising and when identifying areas for improvement. For instance, you could say “you did a great job with the new inventory system,” but it’s more effective to say “your revamping of the inventory system has saved the company money and I’ve heard several people comment about how much easier you’ve made it to find the supplies they need.”
4. Be honest and direct about problem areas. If you have any complaints/concerns, they must be included. Potentially uncomfortable, yes, but it’s also your obligation as a manager. (And if you ever find yourself needing to defend a firing in court, you’ll be in real trouble if the plaintiff’s performance reviews were misleadingly positive.)
5. Be specific about what can be done to improve. Note that that says “can be done,” not “needs to be done.” That’s because even if someone is doing a good job, you should still take the opportunity to tell them how they could to move from good to great.
And be sure to be specific here too. Don’t just say “work faster” when you could say “process all checks within three days and respond to customer emails within two days.”
6. Pay attention to the overall picture you’re painting. I’ve seen managers write bizarrely lukewarm evaluations for employees I know they love and would devastated to lose. Likewise, if the employee is a mess and needs to make major improvements, make sure that comes through in the overall message. Make sure that the sum of the parts adds up to the correct whole.
7. What if the employee has struggled with something all year but recently improved? What if he or she has done well all year but recently had a major error? Answer: Resist the temptation to be overly influenced by recent events; the evaluation is (in most cases) for the whole year, not just the last few months. That said, if someone has struggled all year but improved recently, be sure to note that so the person doesn’t feel his or her efforts are unnoticed.
8. Consider getting feedback (in confidence) from others who work closely with the employee. You may find out aspects of the person’s performance, both good and bad, that you didn’t know about.
Anyone want to add to this list? I’d welcome more ideas.
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