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Supervisor Foundations · Module 3

Module 3 Workplace Challenge

THE PERFORMANCE CONVERSATION

Nneka supervises a small customer-support team.

One employee, Ibrahim, has recently made several errors.

During the last week:

  • he gave one customer incorrect information
  • he failed to document another complaint
  • he submitted a follow-up report late

Nneka is frustrated.

She plans to say:

“You have become careless and unreliable. If you continue like this, I don’t know what will happen.”

Before the conversation, she reviews the incidents.

She discovers:

  • the incorrect customer information came from an outdated reference document
  • the undocumented complaint was Ibrahim’s error
  • the late report happened after he was reassigned to an urgent task, but he failed to communicate that the report would be delayed

Consider:

1. Which problems involve Ibrahim’s performance? 2. Which problem also involves a system failure? 3. What specific feedback should Nneka give? 4. What should she avoid saying? 5. What next steps should be agreed? 6. What should she follow up on later?

GUIDED RESPONSE

Nneka should avoid broad labels such as:

“careless”

or:

“unreliable”

without separating the incidents.

The outdated reference document is partly a system problem and should be corrected.

Ibrahim should still receive feedback about:

  • failing to document the complaint
  • failing to communicate the delayed report

A useful conversation could include:

“The complaint was not documented, which meant the next person did not have the information needed for follow-up. From now on, document each complaint before closing the interaction.”

And:

“I understand you were reassigned to an urgent task. The issue is that the report deadline was going to be missed and no update was given. Next time, tell me as soon as you know a deadline is at risk.”

Nneka should also ensure the outdated reference document is replaced.

Remember

Good supervisors do not force every problem into one explanation.

Sometimes the employee needs correction.

Sometimes the system needs correction.

Sometimes both do.