Interaction Essentials

The highlighted Interaction Guidelines and Key Principles are most helpful for setting goals discussions.

Click each Interaction Guideline (CLARIFY, DEVELOP, AGREE) on the graphic below for more information.

Ask for Help and Encourage Involvement.

• Seek the direct report's input on setting goals to build commitment.
• Reinforce shared responsibility for performance.

Provide Support without removing responsibility. (to build ownership)

• Offer support to help the direct report achieve success and provide feedback and coaching.
• Provide resources and remove barriers as needed.

SMART Goals

For well-written, effective performance goals, use the SMART criteria:

• Specific—defines specific results to be achieved.
• Measurable—defines quantity, cost, or quality metrics to determine progress.
• Attainable—allows the goal to be challenging, yet the person can still ensure results.
• Relevant—supports the achievement of team or organizational goals.
• Time bound—specifies a due date, time frame, or frequency rate.

Start with an action verb: Increase . . . , Attain . . . , Complete . . . , Reduce . . . , Achieve . . .

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Include a measurement: how much, how many, how much better, how much faster, costing how much less

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Include a due date, time frame, or frequency rate: phase 1 by end of second quarter, end of fiscal year, daily, weekly, as scheduled

Example: Achieve an average order accuracy rate of 96 percent per month.

Example: Conduct two feedback surveys per month to identify opportunities for improving quality.

Interaction Essentials

The highlighted Interaction Guidelines and Key Principles are most helpful for reviewing results discussions.

Click each Interaction Guideline (OPEN, CLARIFY, AGREE) on the graphic below for more information.

Maintain or Enhance Self-Esteem

• Enhance esteem by expressing confidence; recognize progress and results that meet or exceed expectations.
• Maintain esteem by encouraging a redirection in efforts to achieve success.

Listen and Respond with Empathy

• Acknowledge and celebrate progress and achieved goals.
• Pay close attention and respond to feelings of frustration or disappointment.

Ask for Help and Encourage Involvement

• Seek first the direct report's perspective on progress and results; ask for input on adjusting goals if necessary.
• Reinforce shared responsibility for performance.

Gathering Data/Tracking Progress

Collect two types of performance data:

• Behavioral data—Provides information on how the direct report is accomplishing goals. Gather STARs and STAR/ARs from others as well as from the direct report.
• Operational data—Provides information on the direct report's progress on what he or she is expected to achieve. Use tracking methods such as calendars, project timelines, reports, and feedback surveys.

Use STARs to track progress and to gather and provide feedback.