Workshop outcomes

1. Performance management conversations in context

• Be introduced to performance management conversations
• Identify what performance management conversations consist of
• Consider various assumptions about performance management conversations
• Drive performance management conversations towards satisfying customers
• Consider a performance management conversation model
• Follow the performance management conversation process

2. Customer satisfaction models and values

• Define customer satisfaction
• Consider various components of the customer satisfaction model
• Establish mutual expectations
• Plan towards delivering quality and implementing systems
• Deliver contracted output according to the customer’s expectations
• Evaluate delivery, identify and communicate gaps
• Describe customer satisfaction values

3. Explore creative problem solving and decision making whilst managing

• Define your customers
• Identify your value chain
• Set performance objectives

4. Effective performance management conversations

• Contract mutual ownership in performance management conversations
• Continue with ongoing performance management conversations
• Conduct a performance review
• Perform personal development planning for both good and under performers
• Give and receive feedback