Category: Employee Relations

Importance of Instant Coaching

If you’re anything like me, you thrive on instant feedback. I find it refreshing when I get feedback or coaching right away because I know immediately if I did something wrong. How do I know unless you tell me, right? Right!

Time after time, I hear about an employee who was terminated and had no idea of their poor performance. It is no easy task to tell an employee, a peer or perhaps your boss that you disagree with their decisions or actions. It’s our job as professionals and leaders to ensure we give feedback right away.

Tips on how to give instant coaching

  1. Provide your expectations right up front
  2. Explain specifically what they are doing wrong and what you want changed
  3. Explain the why behind the expectation so they understand where you are coming from
  4. Determine why their performance is poor and how you can help improve the situation
  5. Write developmental goals and set expectations with milestones
  6. Explain what happens if the change isn’t made
  7. Follow up

Sometimes, we hear what we want to hear and no matter how many times you coach someone on poor performance, they simply do not change the behavior. If performance is not improving after multiple coaching sessions and you have done everything in your power to change the behavior, it might be time to part ways. You are only as strong as your weakest link.

What’s the Point of an Exit Survey?

First you ask, what is an exit survey?

An exit survey (aka exit interview) is often conducted when an employee leaves the company. Human resources can use exit surveys to better understand employee retention and satisfaction. The goal of an exit survey is to obtain knowledge as to why an employee is leaving and what they thought about the company during their employment so you can improve employee retention and reduce turnover.

Common question topics

  • Reasons for Leaving
  • Job Satisfaction, Performance and Responsibilities
  • Training or Mentoring Programs
  • Supervisors and Management
  • Peer Interactions and Communication
  • Benefits and Compensation
  • Company Policies and Procedures
  • Organizational Culture

An exit survey would only be given to an employee when they voluntarily leave and is recommended to be conducted by a neutral party such as a member of the human resource team or a third party vendor. The employee might be more sincere or honest if they dont have to worry about burning bridges or possibly retaliation even after they have left your employment.

If someone is involuntarily terminated, they would be less likely to provide a valid and thorough response without frustrations or bias from their recent termination. I wouldn’t recommend an exit survey from an involuntary termination. However, it’s not always a terrible idea either as long as your questions are consistant.

THE GOOD RESULTS

This information can be invaluable to a company no matter how big or small. For example, knowing an employee truly enjoyed working for the company, but had a family emergency could show you are doing everything right and they regret the need to end their employment. Just the same, knowing an employee left for a better paying job could show your pay might be low for the market.

THE BAD RESULTS

Not everyone is going to love the way you run the business or department. You will find positive feedback as well as negative but it is how you put this knowledge to use is what’s important. If the surveys are consistently advising your training program is missing vital information for the job, you know where to focus your efforts. Acknowledging the company can and will improve is an important step to growth and stability in your workforce.

THE UGLY RESULTS

Never retaliate!

You asked for the information, so expect some negative feedback. A disgruntled employee is more likely to escalate their frustrations or disagreements with the company. You are more than likely going to see a higher number of negative feedback than positive. Lets face it, most employees who leave are leaving for a reason and its important to value their feedback and implement any changes you can.

Many companies employ a neutral third party to complete surveys which can now be done via email, face-to-face, phone or online. My personal preference is online, as you can create an anonymous survey where a departing employee would not worry about giving their name or contact information. Also, a face-to-face exit survey can be uncomfortable for the employee and they may hesitate to be completely forthcoming with information. It is also good to use multiple choice answers to compare results.

Let the departing employee know their feedback will be evaluated by a human resource representative or management and that their comments and feedback is important. They need to know the survey they are completing will be looked at and not lost in the shuffle.

Do you obtain exit surveys? Are they valuable to your company?