The tough ones; employee evaluations and terminations are never easy.

The tough ones

You tiredly replace the phone in its cradle after taking 10 minutes of customer complaints about your employee's performance. As the phone disconnects, your secretary brings in a quality control report that reinforces what you just heard on the phone. Then you look back

Sound familiar? The straw has broken the camel's back, and it is time to address that employee's performance. Chances are, it is past time, but those tasks are easily put off. They are not much fun; maybe you are even uncomfortable in such a confrontation. Besides, there are many more issues that are more important to you and your clients than one employee's performance. Well ... until that last phone call anyway.

Now something must be done about the situation. Generally speaking, few personnel matters are tougher for a supervisor or manager than holding performance appraisals, addressing the employee who needs to strengthen his or her performance or terminating an employee. These are often areas for which we have received little training, and yet we are expected to handle -- in fact, must handle -- in order to keep our staff's performance up to expected standards.

In any remedial performance situation, it is necessary to first look at all the facts available. All facets of the problem -- the customer's viewpoint, the employee's circumstances and your own experiences with the subject in question. Do not use this as a place to hide, however. It can easily be an unpleasant subject and one that spawns procrastination. Contact all involved parties, confront the involved employee and bring the situation to a head.

Contact the customer or other staff members who have complained about the employee's performance. If you do not have specific details about their complaint, then this provides an opportunity to do so. Even an upset customer understands that you want to be fair and that you have a right to concise data. Most will provide what details they can. But if the dissatisfaction stems from a personality difference, potential sexual harassment problems or related issues, your contacts may not be so free with their information.

Investigation