Course Description

A single employee with chronic performance problems can dominate a leader's time and drag down the productivity and morale of an entire workgroup.

Course Outline

This course builds leaders' skills in handling chronic performance problems. They learn how to document and present a solid case for needed improvement and use useful interaction skills. Leaders identify the steps to take after the performance problem discussion to provide ongoing feedback and support and determine if it is necessary to impose formal consequences. 

  • The Challenge of Poor Performance: Learners watch a two-part video depicting a leader who mishandles a chronic performance problem. The facilitator then leads a discussion focusing on where the leader missed opportunities. Pairs of learners discuss the impact that poor performance can have on people, productivity, and the team’s/organization’s profitability.
  • Seek and Leverage Data: The facilitator introduces three coaching techniques. Teams discuss the benefits of seeking and leveraging data, methods to gather data, and the importance of documenting performance problems. The facilitator introduces a case study in which a leader must collect data to prepare for a discussion of poor performance. Learners discuss using the STAR technique to document operational and behavioral performance data and then practice writing their STARs.
  • Addressing the Problem with Interaction Essentials: The facilitator introduces the Interaction Essentials and highlights the behaviors that are most important for conversations addressing performance issues. Learners describe how they’ll use the Interaction Essentials to acknowledge the team member’s emotions and keep the discussion on track.
  • Putting the Skills into Action: Learners watch a video of the case study’s leader effectively discussing poor performance with her team member. In groups, learners track the leader’s use of Key Principles and coaching techniques. Learners describe what they will do to provide ongoing feedback and support to their team member after the discussion.
  • Skill Practice: Learners prepare for and engage in two rounds of skill practice using prepared situations.
  • My Plan and Close: The facilitator leads a discussion about addressing poor performance with remote team members. In pairs, learners discuss and coach one another around their concerns about conducting a poor performance discussion back on the job.

Learner Outcomes

At the end of this program, learners will be able to:  

  • Effectively address poor performance in a firm, fair, and consistent manner
  • Minimize the impact of chronic performance problems on people, productivity, and profitability
  • Provide problem performers with a clear understanding of what they must do to improve and the consequences of failing to do so
  • Encourage people to take ownership of, and be accountable for, improving their work performance


It is suggested that participants complete Communicating for Leadership Success prior to taking this course. 

Accrediting Associations

  • HRCI 3.5 PDC
  • SHRM 3.5 PDC

Applies Towards the Following Certificates


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Classroom: Instructor Led
8:30AM to 12:30PM
Oct 17, 2019
Schedule and Location
Contact Hours
Delivery Options
Course Fee(s)
MGT642 non-credit $565.00
Section Notes

Parking and refreshments are provided.

Enrollment Deadline is Thursday, October 10, 2019 at 5 PM.  Beyond this date, please call 314-935-4444 to register.


A full refund will be given when a registrant cancels more than five business days prior to the start of the class.  Cancellations received within 5 business days of the start of the class and no-shows will be billed in full.  Another person may be substituted at any time at no additional charge. 

Accrediting Associations
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