Observation Tool: Supporting Behaviors Job Aid Managers Guide
Need for observation Based on feedback around the importance of observing associate performance and providing feedback of how to implement behaviors that enhance both the Member experience and increase sales the Observation Tool was developed. This tool is designed to allow leaders to evaluate the associates level of proficiency in demonstrating the MFE process and develop key selling behaviors. It will be your primary way of documenting the observation and allowing both mangers and associates to have a consistent tracking of progress around key selling behaviors. You can see there is an observation tool for each phase of MFE and is linked to the key behaviors and rubrics that will allow the associate to deliver a WOW Member Experience. When coaching associates, it is important to follow a model so the message is consistent throughout the team. MFE is the foundation of our associate behaviors, and also the foundation of how we conduct an observations. While conducting feedback you should avoid coaching on every phase at the same time, as this can become overwhelming for the associate and reduce the effectiveness of your coaching. You should instead focus on improving the phase that you feel is most in need of improvement. Observations must be interactive, they are a process, they must be timely and focus on developing selling behaviors as wells as the associates responsibility to develop action plans to improve. By using this new Observation Tool regularly both managers and associates can establish a partnership to improve overall performance and also have a great reference point to conduct the monthly coaching sessions. This Observation Tool is a developmental tool that will provide an effective, consistent, and positive coaching experience for your associates.
Key Features One tool for observations using ACE format. Mobile friendly, ease of use on ipads, mini ipads, phones, desktops. Accessible outside SHC network for salaried and hourly when punched in. Accessible outside PMP for quick and easy access. Old observation tool in PMP retired, replaced with new format. Observations will count towards all metrics currently using observation as a data point.
Navigation Menu Bar Create new observation after clicking popup will appear to select associate to perform observation on. Return to associate list dashboard. Details for individual associates can be found on dashboard page. Dashboard detailing any observations completed on you. Associates view when they login. Link to helpticket system for an issues with tool.
Managers Dashboard Click any header to sort Quick Filter-start typing any word(s); grid will filter based on entry # of open action plans View associates past details of observations
Associate s Dashboard Associates will be able to view all entries in one dashboard location. Associate can view details and update action plans at any time from the dashboard. Associate has 2 options from this page. Create/Update an action plan or view the details of a previous observation. If no action plan has been created for an observation, an Add Action Plan button will be displayed. If action plan has been created and status not a completed status, an Update Action Plan button will be displayed. If action plan has a completed status, a Completed button will be displayed. Associates can update status of a completed action plan to reopen. When managers view associates detail page, if no action plan has been created no button will display. If an observation needs to be deleted, the manager that created can delete from the associates detail page by clicking the red trash can icon on the row for the observation to be deleted.
Creating A New Observation Click on Create New icon from menu bar on left side of screen. Select associates name from dropdown and click on Create Supporting Behaviors button. Cancel will return to current page.
Entering Observation Information For each statement you would like to respond to, select the corresponding response. Once selected the color will change to green. Your response is immediately saved no other action needed. High Contributor, Contributor, or Low Contributor You are not required to answer all statements, select only those that you are observe ring. Enter any free text information in the Strengths and Opportunity text areas as needed. Information is not required and should pertain to the observation you are currently conducting. Click Save button once all information is entered. Cancel button on top of page will cancel and delete any information entered. System is show observation is saved and redirect to Associate Dashboard page. If a response is accidently entered, use the broom icon to remove the selected response.
Click on? Icon to have rubric appear for each group. Create Observation
Rubric
Manager Text Free text area with rich formatting. Free text area with rich formatting.
Associates Action Plans After you have entered an observation, you should discuss with the associate as soon as possible. Discuss with the associates what you observed and behaviors that contributed to the rating given. Once discussion is complete, associates should be directed to create an action plan to address any behaviors observed that need action taken for improvement. Associate will login to the system, their main page will display all observations entered for them.
Associate Create Action Plan Each observation can create 1 action plan. If no action plan has been created, the button will state Add Action Plan. Associate clicks on Add Action Plan button to start process. Popup will appear for associate to input their action plan. Associate will enter details on their improvement action plan. Selecting a due date that is obtainable. Click OK to save.
Updating Status Once an action plan has been created the Add Action Plan button will change to Update Action Plan Associates should continually update the status as needed, once completed selecting Complete as the status. Managers are able to update status as needed and follow up with associates on progress. Change the status by choosing the new status from the dropdown and clicking OK button Action plan details and complete date are not able to be updated, only the status will update. Once associate or manager has updated an action plan to Completed or No Longer Applicable the open action plan count will change and status will show as Complete.