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SAMPLE PERFORMANCE EXPECTATIONS

Performance planning and review training.

SAMPLE PERFORMANCE COMMENTS

The following samples were generated by supervisors during Performance Planning & Review training at Southeastern Louisiana University. Feel free to use these samples to gain inspiration in developing expectations for your own employees. Some of these expectations are designed to be job specific, others are more general in nature. Be sure to tailor these samples to meet the needs of the specific job positions that you supervise.

Adaptability

Communication

Cooperativeness

Daily Decision Making/Problem Solving

Dependability

Performance Planning and Review

Project Planning and Implementation

Service to Clients/Public

Use of Equipment and Materials

Work Group Management

Work Product

WORK PRODUCT – The quality and quantity of work produced by the employee.

• You will be expected to draft and proof written correspondence, such that few errors are evident and few corrections are needed.
• You will be expected to work toward professional certification in your field/discipline.
• You will be expected to participate in 40 hours of job related professional development classes offered by the Human Resource Office.
• When working with chemical products, you will be expected to always make safety the highest priority and read the instructions on the label for proper usage.
• You will be expected to perform work in a professional manner and complete assignments on time.
• You will be expected to accept job assignments willingly and perform them in a satisfactory manner.
• You are expected to familiarize yourself with the office procedures, rules and regulations and to be able to answer routine questions regarding the same.
• You will be expected to keep organized, neat, and accurate records.
• You will be expected to proofread all written or typed materials for errors and keep all publications for the office updated as needed.
• You will be expected to use your experience and training to complete your assignments in a satisfactory manner.
• You will be expected to pay attention to detail when completing assignments.
• You will be expected to keep up with current changes in laws related to your position.
• You will be expected to type most documents with no typos or formatting errors.
• You will be expected to check spelling on all documents before sending them out.
• You will be expected to complete tasks as assigned.
• You will be expected to work at a rate that is similar to teammates so teamwork goes smoothly.
• You will be expected to develop an organized filing system that enables others to access necessary files in case of your absence.
• You will be expected to prepare and process purchase requisitions and receiving reports timely.
• You will be expected to establish, organize, and maintain all departmental files.
• You will be expected to keep current balances of all budget accounts.
• You will be expected to maintain a to do list to help you stay on top of dead lines.
• You will be expected to observe time reporting rules and regulations.
• You will be expected to refrain from making unauthorized solicitations while on duty or on University premises.
• You will be expected to meet production standards for your position. (Be sure to list benchmarks related to the position).
• You will be expected to ensure that routine office procedures (i.e. folders pulled, calendars created and distributed, folders filed, mail delivered and picked up, supplies kept current, student workers supervised) are completed on a daily basis.
• You will be expected to observe University policies.
• You will be expected to account for all state funds and property which is assigned to you.

DEPENDABILITY – Being where he/she should be doing what he/she is supposed to do.

• You will be expected to complete all work assignments by their deadlines except under unusual circumstances.
• You will be expected to spend a little extra time preparing for the job and then to perform the assigned task satisfactorily.
• You will be expected to notify your supervisor [or the timekeeper] if you cannot come in to work in accordance with departmental leave policy.
• You will be expected to keep accurate records necessary for expense reports, such as mileage, meals, and lodging.
• You will be expected to report to work at 7:45 a.m. and observe scheduled work and meal breaks.
• You will be expected to attend scheduled meetings and arrive for these meetings on time.
• You will be expected to call the Director if you must be late or absent according to departmental leave policy.
• You will be expected to not leave your office without making sure your phone is covered.
• You will be expected to reduce tardiness and report to work on time.
• You will be expected to be at your duty station and perform your duties at all times except during official breaks.
• You must not leave your assigned work area without permission.
• You will be expected to use sick leave only for your own personal illness.
• You will be expected to have your employee I.D./time card when you report to work.
• You will be expected to report for duty wearing your assigned uniform.
• You must refrain from loafing, roaming, loitering, or leaving your workstation without proper notification.
• You will be expected to refrain from conducting personal business on University time.
• You will be expected to make sure your office/building is secure when you leave for the day.
• You will be expected to: Arrive at work at 7:45 a.m. and depart at 4:30p.m. Take a 45-minute lunch break from 11:45 a.m. to 12:30 p.m. And take one fifteen-minute work break in the morning and one fifteen-minute work break in the afternoon.
• You will be expected to notify the Director or Assistant Director when leaving your work station during regular work hours as well as sign in and out on the checkout board.
• You will be expected to request leave in advance at times that do not hinder office operation.
• You will be expected to perform office security procedures before leaving at the end of the day.
• You will be expected to reduce your absenteeism rate. *

(* Note: Absenteeism related to a serious illness could be protected by FMLA or ADA. Consult your HR Office).

COOPERATIVENESS – Working with people.

• You will be expected to be more friendly while performing your daily tasks.
• You will be expected to refrain from gossiping with other employees.
• You will be expected to assist other areas of the office/department when your work has been completed.
• You will be expected to accept the tasks you are assigned without complaining.
• You will be expected to observe the University smoking policy. Smoke only in approved areas and put your cigarette butts in ash trays/garbage. Do not throw them on the ground.
• You will be expected to work as a team member.
• You will be expected to contribute to the work group’s overall productivity as appropriate, helping coworkers when possible.
• You will be expected to show respect for others at all times.
• You will be expected to share your ideas with other employees.
• You will be expected to be courteous to fellow employees, students, and faculty.
• You will be expected to maintain a friendly, helpful, supportive and team-like atmosphere among coworkers.
• You will be expected to refrain from interfering with coworker’s productivity while at work.
• You will be expected to refrain from “casually visiting” with others while at work and to discourage others from “casually visiting” with you while at work. This reduces productivity.
• You will be expected to register your vehicle for parking on University property.
• You will be expected to follow instructions without complaining or arguing.
• You will be expected to demonstrate respect for coworkers and supervisors (i.e., is not abrupt or rude, does not engage in workplace gossip or conflict, is not demeaning of others, etc.).

ADAPTABILITY – Adjusting to change.

• You will be expected to look for ways to streamline office procedures without jeopardizing the accuracy of the overall procedure.
• You will be expected to work well with the public.
• You will be expected to look for ways to improve your own job and the jobs of your subordinates.
• You will be expected to work without complaining or hesitating when trying new methods or procedures.
• You will be expected to adapt work habits to new or unexpected circumstances. Notify and lead others as appropriate when circumstances change suddenly.
• You will be expected to accept and be responsive to constructive criticism without taking it personally.
• You will be expected to attend technology and computer workshops to improve computer literacy.
• You will be expected to be open to changes in office policy or personal goals.
• You will be expected to willingly accept the new performance appraisal system.
• You will be expected to be sure your actions are consistent with agency goals.
• You will be expected to present suggestions for changes in policy/procedures in writing to the director.
• You will be expected to accept and implement decisions regarding changes in policy/procedure without complaining or arguing.
• You will be expected to willingly accept input from others regarding ideas for improvement.

COMMUNICATION – Giving and receiving information.

• You will be expected to answer the phone using the standard greeting, “Southeastern,[Department name],[Employee Name], How may I help you?”
• You will be expected to answer the phone courteously within 3 rings.
• You will be expected to take accurate and detailed phone messages.
• You will be expected to communicate clearly when speaking or writing.
• You will be expected to keep your supervisor informed of problems as they develop.
• You will be expected to listen carefully and ask questions when needed to clarify requests.
• You will be expected to use appropriate communication tools for the situation.
• You will be expected to answer the telephone with a ‘smile in your voice,’ with energy, and a spirit of helpfulness.
• You will be expected to improve communication of office policies to all staff.
• You will be expected to open, sort and prioritize mail into three categories: urgent, routine, and junk mail.
• You will be expected to speak to people clearly and with an appropriate tone of voice, and listen to what they have to say to you.
• You will be expected to avoid overreacting when calm communication with another person can solve a problem.
• You will be expected to listen carefully to clients and coworkers. Do not ignore them.
• You will be expected to choose your words carefully, speak clearly and respectfully to clients so they can understand you the first time you say something.
• You will be expected to check voice mail regularly and return all messages the same day as received, if possible.
• You will be expected to report all accidents or incidents.
• You will be expected to maintain confidentiality of University, student or employee information.
• You will be expected to use University bulletin boards for official communications only.
• You will be expected to provide staff with messages, both verbal and written, in a clear and timely fashion.
• You will be expected to listen to and allow communicator to complete delivery of message prior to responding or asking questions.

DAILY DECISION MAKING/ PROBLEM SOLVING -Thinking on the job.

• You will be expected to resolve daily problems independently.
• You will be expected to refer all questions you cannot answer to the appropriate person.
• When bringing a problem to your supervisor’s attention, be prepared to recommend a possible solution.
• You will be expected to work independently to solve problems or seek needed information.
• You will be expected to gather all facts before resolving a problem, even if you have to call the parties involved back.
• You will be expected to make decisions only after getting input from the people who will be affected and weighing all the different issues.
• You will be expected to think more openly about new possibilities. Try new ways of doing things using new technology.
• You will be expected to use good judgment in making decisions regarding routine operating procedures (i.e. assessing crisis situations, scheduling/rescheduling of appointments, handling late arrivals, handling phone messages, etc.).
• You will be expected to consult with your supervisor regarding situations outside the scope of your authority.
• You will be expected to recognize problems which need to be addressed and present them in writing to the Director (i.e. problems with procedure, scheduling, etc.).
• You will be expected to act promptly to resolve or report rule violations or threats to workplace safety and security.
• You will be expected to observe and enforce the Violence in the Workplace Policy: zero tolerance for violence of any kind.

SERVICE TO CLIENTS/PUBLIC

• You will be expected to be courteous to the public at all times.
• You will be expected to listen to the clients carefully in order to determine their needs.
• You will be expected to follow-up with clients to make sure their needs have been met.
• You will be expected to maintain confidentiality of all conversations, events, etc. that occur in your office.
• You will be expected to exhibit patience with students and faculty in solving their problems.
• You will be expected to greet people entering your office with poise, cheerfulness and a smile.
• You will be expected to demonstrate service to students, faculty, and staff through attitude and written or oral communication.
• You will be expected to train your staff on basic office procedures through cross training in order to provide better customer service.
• You will be expected to follow the established departmental dress code.
• You will be expected to follow-up customer complaints when needed.
• You will be expected to follow-up with the person originating the work order after it is complete to determine their level of satisfaction.
• If someone has a problem that falls outside of your job, send the person to the right place rather than spending excessive amounts of time trying to help them yourself.
• You will be expected to provide well maintained equipment for the state employees who use it.
• You will be expected to demonstrate politeness and respect in all interactions with clients/individuals both on the phone and in person (i.e., greet clients pleasantly, give accurate information, listen carefully to determine the person’s needs).
• You will be expected to demonstrate sensitivity to clients’ needs for confidentiality (i.e., not unnecessarily asking clients for personal information unless absolutely necessary).

USE OF EQUIPMENT AND MATERIALS

• You are expected to learn and follow proper use and operation of the equipment to which you are assigned.
• You are expected to replace broken or worn parts promptly and always keep an accurate maintenance log.
• You are expected to perform preventive maintenance on individual equipment per manufacturer’s specifications.
• You will be expected to observe proper safety rules when operating machinery or equipment.
• You will be expected to use the proper equipment or tools for completing assigned tasks.
• You will be expected to use proper equipment and tools for heavy lifting tasks.
• You will be expected to safely use equipment and materials for their intended purpose.
• You will be expected to report any damage to equipment, tools, or vehicles according to University policy.
• You will be expected to use computer, fax machine, and photocopy machine as instructed and without abusing the equipment.
• You will be expected to avoid getting food or drink around expensive pieces of equipment or machines or dropping small items like paper clips into them.
• You will be expected to use equipment, materials, and supplies for official use only.
• You will be expected to wear proper safety equipment (i.e. goggles, masks, etc.).
• You will be expected to properly use and maintain all equipment.
• You will be expected to receive and provide proper training in the use of all equipment.

PROJECT PLANNING AND IMPLEMENTATION

• You will be expected to set specific goals and priorities for completing assignments.
• You will be expected to design realistic work methods, procedures and time tables for achieving project goals.
• You will be expected to monitor progress toward achieving goals and make modifications if needed.
• You will be expected to continue to look for ways to streamline and automate processing procedures. Develop a Procedures Manual that outlines each procedure and the related forms to be used. Also, create flow charts for each of these procedures.

WORK GROUP MANAGEMENT

• You will be expected to plan and assign the work of your subordinates effectively and fairly.
• You will be expected to set realistic but challenging goals.
• You will be expected to provide resources, guidance, and training for subordinates to do their jobs.
• You will be expected to recommend corrective action or discipline when appropriate.
• You will be expected to plan and account for the use of overtime.
• You will be expected to train, supervise, and review the work of student workers.
• You will be expected to delegate assignments to subordinates when appropriate.
• You will be expected to cross train subordinates to ensure services are provided when someone is absent.
• You will be expected to conduct monthly safety meetings.
• You will be expected to treat all subordinates equally.
• You will be expected to give equal access to training.
• You will be expected to make sure all employees have some challenging work to do.
• You will be expected to counsel employees when they are having difficulty doing their work correctly and to make a note of it.
• You will be expected to maintain a good working relationship with your subordinates and to act as a positive role model for your employees.
• You will be expected to do your work in an enthusiastic and effective manner.
• You will be expected to work in a way that inspires confidence and trust among your subordinates.
• You will be expected to counsel employees privately behind closed doors.
• You will be expected to maintain a smooth functioning work group committed to customer service.

PERFORMANCE PLANNING AND REVIEW

• You will be expected to communicate performance expectations clearly.
• You will be expected to conduct thorough and timely performance planning sessions with subordinates.
• You will be expected to document subordinates job performance and provide helpful feedback.
• You will be expected to complete fair performance appraisals when they are due.
• You will be expected to avoid rating biases.
• You will be expected to discuss all performance planning, documentation, and review materials with me as the reviewer (Budget Unit Head) prior to the meetings with your subordinates.
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Why setting clear expectations is important and how to do it

• Posted on February 21, 2022
• Read time 7 minutes

The vital role of setting clear expectations, at work, at home, forever

So when we talk about setting expectations, the first thing I need to do is to define ‘expectation’.  What I mean is an ‘outcome or goal that you are seeking to achieve’…the process of figuring out and communicating what is expected.

Sadly, for most of us, whether we’re in a project team, or we’re a line manager or whether we’re parenting or even in a relationship, we don’t define our expectations. Instead, we tend to talk more vaguely, perhaps because we expect the other person to ‘get where we’re coming from’ or ‘what we’re getting at’, hence phrases like ‘does that make sense?’, ‘y’know’ and ‘do you know what I mean?’ are so prolific in the English language.

Because deep down, we know that what we’re saying, that the expectation we’re setting, isn’t actually very clear at all. Possibly because it isn’t clear to us, and definitely because we haven’t explained ourselves clearly to the other person.

So this blog is all about the art of setting clear expectations and how to do it.

Be clear in what you expect the end goal to look like and how to measure it, and do it early

First of all, let me give you a somewhat shocking report finding that lays out the territory for you and shows you why setting clear expectations is important. A recent Towers Watson survey reported that half of managers don’t set effective employee expectations or goals.

And if, therefore, 50% of employees haven’t received a clear message on what is expected of them, they will figure out their own expectations, they won’t know how close or far away they are to what their manager had in mind and no one will know when or if the expectation has been achieved.

This needs to stop, right? That’s a lot of wasted human resource. And a lot of emotional energy too as people go through the anxiety and stress of uncertainty. People want clarity. They need a direction to follow and need something to work towards. This is the basis of how humans are motivated.  So let’s change things and start getting clear on expectations.

First things first: be clear on what you have in mind. Know what the end goal looks like. For most of us, this will take a bit of thinking power but without it, you’re in grey, vague territory. So if you want someone to ‘spend some time researching how to get a particular company accreditation’ and that’s what you ask them for, then depending on who you ask, their work preferences and their workload, you’re going to get wildly different responses.

Some people will spend most of the week on it, others an hour or two. Someone might give you a 20 page printed report with multiple appendices and someone else might send you back a single paragraph email. And no one will know why you asked for it!  That’s what not to do. And it’s how work is often (under)specified and (poorly) delegated.

So be clear on the what . And be clear on the why , too. How about, instead: ‘We want to enhance our brand with our corporate clients and so we’re considering getting an industry recognised accreditation. We believe it will drive up sales, so it’s an important piece of work. I’d like you to spend a maximum of half a day researching the steps we would need to take to gain the accreditation, the cost, the time involved, any barriers you can see, and your recommendation on how we take it forward. I’d like a max 2 page summary report by Friday please, in a format that I can take to the Management Team for a decision.’ 

Big difference right? More thinking time required on your side, but rather than a ‘hit and miss’ approach which could give you all sorts of different responses, now you’ve been really clear on your vision and you’ve communicated your expectations by explaining the why. You’ve also been clear on what success looks like and how you’ll measure success. They need to deliver a report, as specified by you, by Friday COB in a format that can be tabled with the management team. Bingo!

Being clear on the end goal is the essential first step and ideally, you need to do this before any work has started. As they say, a stitch in time saves nine. Or moving past sewing analogies, set clear expectations at the start and you’ll save a tonne of confusion and rework.

Be clear on who is responsible and who is accountable

The second step in how to set clear expectations with employees is to specify who is responsible and who is accountable. At Strengthscope, we use the project management approach, RACI (Responsible, Accountable, Consulted and Informed) when setting up a project team. This makes it clear who is responsible and who is accountable.

Someone who is ‘responsible’ is the one doing the actual work and there can be more than one person.  The ‘accountable’ person (there should only ever be one accountable person) is answerable for the delivery of the task. Someone whose opinions are requested, typically someone who is an expert in the area would be ‘consulted’ and finally, there may be people who are ‘informed’ (that is, normally they’d get updates on the progress in a one-way kind of way).

So for our example of the report on company certification, the responsible person is the person receiving the brief who is going to do the research and create the report. The accountable person is the one who gave the instruction – their manager. We don’t know, but the company may have a subject matter expert who would be consulted , otherwise there’d be no one in this category. And you could argue that the management team would be informed , but actually that’ll happen when the manager delivers their report. So in this case, to keep it simple, you’re really only using the R and the A of RACI. Super useful though as a good discipline for project work and for setting clear expectations. Aaaaand this approach avoids having 10 million people on email copy too!

Utilise the power of strengths in delivering the objectives

A great add when setting expectations with employees, or when you receive a request to deliver something, is to consider which of your strength or strengths you can draw on to get the job done and to stay energised and motivated during the process.

With our example project, you might approach the task differently if you have Collaboration or Relationship building strengths, because you might get others involved somehow. If you have a Critical thinking strength, you’ll probably find it easy to break down the task, and your report, into manageable chunks. If you have a Courage strength, you’ll probably delight in the section you’ve been asked to write on recommendations, particularly if you have a strong opinion on what the management team should do. So use your strengths, and the strengths of everyone else involved, to get the job done.

Let people know where they’re at at each stage

Feedback feedback feedback. Humans need feedback. So when you’ve delegated a chunky project, even if you’ve specified really well your ‘why’, your vision of the outcome and how you’re going to measure success, my advice is to check in early to avoid people unwittingly going off at a tangent.  The best-intentioned employee may just not have fully listened to, or understood, your brief, so check in at the appropriate time depending on the scope of the task. But whatever you do, do it earlier rather than later, or there might be a load of unexpected rework, just because you assumed that all would be well. Optimism is not welcome here. Check in instead.

Lessons learned and showing your gratitude

If you’ve followed all the steps for setting clear expectations, then you should be on course for a positive outcome. So when you get your final report, or when the project is delivered, don’t just move on to the next task. Instead, take the time to communicate that you appreciate everyone’s efforts, that you’re grateful for the effort that they put in and communicate the result that you got.

And as appropriate, run a ‘lessons learned’ debrief so that you can continuously improve your processes. That’s not just a post mortem of stuff that’s gone wrong. It’s equally important to talk through what’s gone right, so that you can learn for next time…what to do more of, what not to do, how to do things more efficiently next time, and so on. It’s a great way of closing off a project before you move on to the next task. And it doesn’t have to take long.

In closing – setting clear expectations is worth the effort

So those are the steps. To be clear on setting expectations, you need to be clear on your picture of success, how that will be measured, and why the work is needed. Be clear on who is responsible, who is accountable and who is bringing which strengths to the party. Give feedback early to avoid derailment or stuckness or confusion and be sure to take a breath at the end of a project to thank those involved and extract any lessons learned for next time. Speaking of next time, until next time, stay strong.

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