Your employee mark is a star performer of your sales team. He consistently achieves targets and has excellent customer service rating. He has been looked as a model employee in recent times. You have noticed that Mark is preoccupied with something, which has resulted in downward line in overall team performance. Team has stopped relying on his expertise when it comes to help serving customers. This in turn is negatively affecting work climate. New employees are feeling disliked and disrespected. They also feel that the company does not possess teamwork values. Newer employees feel hesitant on relying on seniors, skilled staff and even doubt their own capabilities. This situation can have adverse impact not only on team sales performance, but also on other metrics. You have not been pro-active enough in understanding marks motivation and strength and in providing leadership development opportunities. When you had other problems (personal and professional), you overlooked mark. You discussed with mark about his commitment and goal-driven approach and told him that he has the potential of becoming a future leader. You have recent received performance and appraisal card for mark, which stated below. You have underlined the underperformance. You want to conduct a session with mark to enhance his performance and get the team performance back on track. Performance and appraisal card MARK SMITH Key performance indicator Good on revenue generated- personal sales Under performance on revenue generated other sales Good on manager evaluation Good on customer evaluation Under performance on peer evaluation Good on report sales and expenses Under performance on training and other social sessions Underperformance on personal and professional development Underperformance on manager evaluation on overall performance. TASK: Make a report by asking mark to describe his own performances, personal situation, and obstacles to performance. – Ask mark about what he feels related to team cohesiveness feelings, job satisfaction and job security – Display your model emotional intelligence through empathy and learning skills. – Make a table of marks strength and weaknesses related to emotional intelligence. You should focus on his strength and try to make his weakness as future opportunity for professional and personal development – Make a report on marks goals and performance gaps. You should use fuel model (Hint: frame the situation, understand current state: explore opportunities, layout success plan). – ENSURE YOU FOCUS MORE ON FUTURE OPTIONS AND STRATEGIES TO OBTAIN DESIRED OUTCOME.
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