Contents -- About This Course -- How to Take This Course -- Pre-Test -- 1 Getting Started with Performance Management -- Performance Management Defined -- Benefits -- Are You Ready for Performance Management? -- Making Performance Management Work -- Communicate Expectations -- Involve Employees in the Process -- Use a Systematic Approach -- Be Willing to Work Hard -- Make a Commitment to Success -- Performance Management Model -- Step 1: Planning Performance -- Step 2: Monitoring Performance -- Step 3: Analyzing Performance -- Step 4: Improving Performance -- Step 5: Maintaining Performance -- Recap -- Review Questions -- 2 Planning Performance: What is Expected? -- Providing Direction -- Why Is Direction Important? -- What Should Be Directed? -- How Much Direction Is Required? -- Using Job Descriptions -- Defining Specific Responsibilities -- Format and Content -- Using Job Descriptions in a Changing Environment -- Limits of Job Descriptions -- Linking to Organization Goals -- Involve Your Employees -- Developing Performance Plans -- Set Goals -- Follow-Up -- Maintain Accountability -- Provide Support -- Recap -- Review Questions -- 3 Monitoring Performance: How Are We Doing? -- Measuring Performance -- Why Performance Measurement Is Important -- Establishing Baseline Performance -- Comparing Results to Established Goals -- Reviewing Business Processes -- Using Charts and Graphs -- Gathering Performance Data -- What Data Should Be Gathered? -- How and When Will the Data Be Gathered? -- How Will the Data Be Documented? -- Observing Employee Performance -- Prepare to Observe -- Explain Why You Are Observing -- Prepare an Observation Checklist -- Observe More Than Once -- Evaluate the End Result -- Recognize the Effect of Your Observation -- Remain Neutral During Your Observation -- Recap -- Review Questions.

4 Analyzing Performance: What Performance Gaps Exist? -- Performance Gaps -- Is the Employee Doing Anything About the Performance Gap? -- Is the Performance Gap Important Enough to Fix? -- The Causes of Performance Gaps -- Does the Performer Know What Is Expected? -- Is the Performer Receiving Feedback About Performance? -- Does the Performer Have the Necessary Knowledge and Skill to Perform the Job? -- Is the Performer Willing to Do the Required Job? -- Is There a Task Interference That Prevents Doing the Job? -- Do Consequences Match the Performance? -- Does the Performer Have the Capacity to Do the Job? -- Potential for Improved Performance -- What's the Cost of Eliminating the Performance Gap? -- Benefits of Eliminating Performance Gaps -- Recap -- Review Questions -- 5 Improving Performance: How Can We Make It Better? -- System Strategies to Improve Performance -- Organization Strategies -- Environment Strategies -- Using Training and Development to Improve Performance -- What Is Training? -- Why Do We Train? -- Matching Training and Development with Performance Needs -- Sources for Training and Development -- Using Coaching and Mentoring to Improve Performance -- Coaching -- Mentoring -- Coaching and Mentoring Goals -- Performance Improvement Coaching -- Using Performance Action Plans to Improve Performance -- Developing a Performance Action Plan -- Some Practical Considerations -- Recap -- Review Questions -- 6 Maintaining Performance: How Do We Keep Performance On Track? -- Using Feedback to Maintain Performance -- Feedback Systems -- Positive Feedback -- Corrective Feedback -- Using Performance Appraisal to Maintain Performance -- What Makes the Process Work? -- What Should the Appraisal Cover? -- What Rating System Should Be Used? -- What Performance Categories Should Be Used? -- How Should the Appraisal Meeting Be Conducted?.

Pay for Performance System -- Pay and Organization Strategy -- Pay as a Reward for Performance -- Planning for Pay -- Nonmonetary Rewards for Performance -- Alignment -- Complement Base Pay -- Low Cost Nonmonetary Rewards -- Unique Approaches to Nonmonetary Rewards -- Recap -- Review Questions -- 7 Implementing Performance Management -- Organization Culture and Performance Management -- Strategies in a Nonsupportive Organization Culture -- Implement a "Local" Performance Management System -- Implement Parts of the System -- Build Support from Within -- Keys to a Successful Performance Management System -- Communicate Expectations -- Involve Employees in the Process -- Use a Systematic Approach -- Be Willing to Work Hard -- Make a Commitment to Success -- Reevaluate Your Readiness for Performance Management -- Develop an Implementation Action Plan -- Recap -- Review Questions -- Post-Test -- Bibliography -- Index -- A -- B -- C -- D -- E -- F -- G -- I -- J -- K -- L -- M -- N -- O -- P -- R -- S -- T -- W.