Role-Based Assessment for Performance Management

I love to hear stories about how people use the same Role-Based Assessment that helps them hire to shape the performance they want.  Phil passed this on to me from Angie Singer of Reclamere (they are a professional IT asset management company – they do data destruction, an essential if you want to limit the risk of having your identity stolen) who is talking about their talent management efforts.  What’s great is her philosophy recognizes that people aren’t perfect and that if you hire them for what they can do for you, then treat them with Role respect – respect for who they actually are – that you’ll get the best outcomes.

“Thanks to the assistance she has given Nikki, our HR Manager, we are focused on QUALITY of candidates. In addition, the reports have helped us when challenges have arisen after people are hired. For example, we were having an issue with the receptionist making many mistakes. We know she is a very smart woman and more than capable of doing the work, but the mistakes persisted. In addition, her body language when the mistakes were pointed out was incredibly negative. This had a negative impact on the Office Manager, Heidi who thought that the negativity was aimed AT HER. I decided to go back and read the report on the receptionist and was reminded that the person is a perfectionist who is can be hard on herself and who doesn’t like criticism. I realized that the negative body language was an external manifestation of the anger she felt at HERSELF and had nothing to do with Heidi, who she adores. Heidi and I sat down and came up with a different approach to the receptionists training plan and had a meeting with her to discuss everything. We realized at the meeting that the receptionist was so nervous about making mistakes and trying to rush through everything trying to impress us with her speed that she was making many more mistakes than she normally would. She was literally wound tight as a drum, just terrified to lose her job. We got her calmed down, gave her permission to make mistakes and more importantly, gave her permission to SLOW DOWN, and now she is doing terrific!!! I believe that without the report, we might have given up on the receptionist too soon, or may have done harm to the forming portion of her work relationship that would have had lasting effects. I know that the report gave us the information we needed to help get this woman off to a great start with our company. On another occasion, we used the report to handle a minor disciplinary issue with one of the sales reps. It wasn’t anything major, but it did need to be addressed. We reviewed the report and made sure that the way that it was handled was complimentary to the way that he responded best in management style. So overall, I am extremely pleased with our work that we’ve done with The Gabriel Institute.”

Bravo Angie!  For every employee you help grow, you grow the value of your company!