Dealing with under-performance

Dealing with under-performance – overview

Coaching, counselling and setting objectives are important area manager activities but, ultimately, if improvement is not achieved, disciplinary procedures will have to be considered. Many area managers are reluctant to ‘go down the disciplinary route’. It is stressful, fraught with pitfalls and potentially exposes the area manager to criticism. But it is one of the few tools all managers have to help them address unsatisfactory performance. It is vital that area managers know what to do, when to do it and how to conduct a disciplinary interview professionally and objectively.

This practical and participative workshop demonstrates how to use the non-achievement of objectives as the opportunity for moving into more formal discussions. It also gives area managers ‘hands on’ role play experience of conducting a formal disciplinary interview and appeal hearing.

Full details below or download course outline.

Learning objectives

During this workshop, participants will learn how to:

  • Move from informal to formal discussions
  • Conduct a formal disciplinary correctly, professionally and objectively
  • Confidently control and manage a disciplinary interview
  • Demonstrate confidence when using the procedures
  • Use formal disciplinary procedures to improve performance or behaviour rather than to penalise or punish
  • Conduct an appeal in a structured and professional way
  • Re-build and re-motivate individuals following a disciplinary interview
Who should attend?

Soon-to-be-appointed area managers, newly appointed managers, experienced area managers and Training or HR professionals responsible for the development of area managers.

Course format

A thoroughly practical, highly participative, one-day workshop, using case studies and role-play.

Special features

This workshop can be tailored to your organisation’s policies, processes and procedures. It can also be run as a continuation of workshop 3 (‘Managing branch manager development – skills and situations’).

Expert trainer

Tony has been running his very successful consultancy and training organization for more than fifteen years, specialising in retail performance management and management development. Before that he spent fifteen years in various retail operations in senior management roles, including board level. He has a particular expertise in area and branch manager performance. His work focuses on:

  • Succession planning – assessment workshops and support
  • Induction workshops for newly-appointed area managers
  • New area manager development programmes
  • Area manager performance management workshops
  • Refresher workshops for more experienced area managers
  • One-to-one coaching and support on specific objectives / challenges
  • Conference and meeting presentations
  • Supporting Operations Managers / Directors in the management of area manager performance

His client list includes, amongst many others:

Austin Reed • Blackwell’s Bookshops • British Telecom Retail • Burton Group • Cancer Research • Edinburgh Woollen Mills • Vision Express • Alexon • Alliance Unichem International • Barnardo’s • Barratts • DFS Furniture • Gamestation • Holland and Barratt • Matches Fashion • Moss Pharmacy • National/Alamo Car Rentals • One-stop Convenience Stores • Paperchase • Pavers Shoes • PriceLess Shoes • Rayner Opticians • Regis International • Royal Doulton • Southern Co-operatives • Speciality Retail Group • The Entertainer • Waterfields Bakers • Country Casuals • Kookai Fashion • Clarks Shoes • Aptus Personnel • Lyndale Foods • Dunelm Mills • Furniture Village • Moss Bros • Hugo Boss • Clinton Cards •

Tony’s workshops get consistently excellent feedback from his clients / participants, eg:

‘Exceeded our expectations.’

Sales Director, Country Casuals

‘The best start they could possibly have.’

Operations Director, Blackwell’s Bookshops

‘At last, a trainer that has earned the right to train in this crucial area.’

Sales Director, Beatties Toys

Dealing with under-performance– workshop outline

1 Moving from informal to formal discussions

  • Presenting the facts
  • Saying the correct things
  • Controlling emotions

2 The formal procedures

  • Adhering to company procedures
  • Challenges
  • Key influences

3 Case study

  • Gathering the facts
  • Identifying the problem
  • Role-play session
  • Feedback and coaching on the role play

4 Preparing for the interview

  • Gathering facts
  • Seeking advice
  • Calling witnesses

5 Conducting a disciplinary interview

  • Stating the facts
  • Addressing the behaviour and not the person
  • Taking mitigating circumstances into consideration
  • Summarising / adjourning
  • Making decisions

6 Re-motivating and re-building

  • Morale and motivation
  • Setting objectives
  • Support and guidance

7 Personal development planning

  • Workshop review
  • Action planning