1、Chapter 17Performance appraisalTopic List Performance management and assessment The purpose of performance appraisal The process of performance appraisal Barriers to effective appraisal1. Performance managementu is a means of getting better results. a)It runs within a agreed framework of goals.b)It

2、needs to establish a shared understanding. c)It is a process. d)It is an approach to manage and develop people.e)It aims to help people with achievement.uAppraisal is part of the system of performance management.Process and principlesuIt is essential that people know exactly what their objectives ar

3、e !Analysis the business planDraw up a performance agreementDraw up a performance and development planManage performance continually throughout the year Performance reviewJob-related ControllableObjective & observableDataavailable2. The purpose of performance appraisal Remuneration Training need

4、s Promotion TasksReward Reward reviewreviewPerformance reviewPerformance reviewPotential Potential r revieweviewselection communicationaimed resultsMain purposeSpecific objectivesImproving HR planning Why have formal appraisal?uForm a coherent, complete and objective picture.uDevoted time and attent

5、ion to the matter of improvement and development. uJustify in detail, in writing, or to the subjects face.uApply the same set of criteria.uGive the subordinates adequate feedback3 The process of performance appraisal u Appraisal techniquesu Self-appraisalsuThe appraisal interviewOverall commentAppra

6、isal techniquesOverall Overall assessmentassessmentGradingGradingGuided Guided assessmentassessmentCould beCould bea)a) BehaviouralBehavioural incidentincidentb)b) Results-Results-orientatedorientatedExamples uWhat sort of appraisal systems are suggested by the following examples? u(a) The Head Teac

7、her of Dotheboys Hall sends a brief report at the end of each term to the parents of the schools pupils. Typical phrases include a satisfactory terms work, and could do better. Overall assessmentExamplesu(b) A firm of auditors assess the performance of their staff in four categories: technical abili

8、ty, relationships with clients, relationships with other members of the audit team, and professional attitude. On each of these criteria staff are marked from A (= excellent) to E (= poor). A grading system, based on a guided assessmentExamplesu(c) A firm of insurance brokers assesses the performanc

9、e of its staff by the number of clients they have visited and the number of policies sold. Results-orientated schemeSelf-appraisalsuAdvantagesIt saves the manager time.It offers increased responsibility.It reconciles the goals.It may offer more flexibility in timing & relevance.uDisadvantage Peo

10、ple may deliberately over- (or under-) estimate their performance. The appraisal interview uPrepare: Time, spot, document, report uInterview: Select an appropriate styleuAgree: Summarise, commit, planuReport: Complete appraisal reportuFollow up: Take action, monitor, keep informedStep 3Step 2Step 1S

11、tep 5Step 4The appraisal interview uThe tell and sell styleTell, and then tries to sell. uThe tell and listen styleTell, and then invites the appraisee to respond.uThe problem-solving stylecentred NOT on appraisal, but on the work problems.The employee is encouraged to think the solutions.And to com

12、mit to the recognised need for improvement.Three approaches: MaierMost preferredQuestion uIn an appraisal interview, the manager tells the subordinate how he has been assessed good and bad and then gives him a chance to put questions, suggest improvement targets, explain shortcomings and identify pr

13、oblems. uWhat is the name given to this approach to appraisal interviewing ? A. Tell and sell C. Problem solvingB. Tell and listen4 Barriers to effective appraisal uProblems in practiceuNew appraisal techniquesProblems in practiceuAppraisal as confrontation（對抗）uAppraisal as judgementuAppraisal as ch

14、atuAppraisal as bureaucracy （官僚主義）uAppraisal as unfinished businessuAppraisal as annual event u the appraisal system is related to the pay and reward system Not necessaryNew techniques Upward appraisaluEmployees are not rated by their superiors but by their subordinates.uAdvantagesSubordinates tend

15、to know their superior better than superiors.More reliable the more subordinates the better.uDisadvantages Fears of reprisals and vindictiveness.New techniques Customer appraisaluFeedback from customers (whether internal or external)uAdvantagesCustomers are the best judges of customer service, which