問 我(wo)想問一(yi)下，作為(wei)主管(guan)在(zai)和員工進(jin)行績效溝通的時候(hou)需要注意什么呢？

答 1）評(ping)(ping)價(jia)結果應(ying)具體而不(bu)籠統。評(ping)(ping)價(jia)結果過(guo)于籠統，會(hui)使(shi)員(yuan)(yuan)(yuan)(yuan)(yuan)工(gong)(gong)(gong)懷(huai)疑(yi)主管(guan)(guan)對(dui)他們(men)所(suo)從事的(de)(de)(de)(de)工(gong)(gong)(gong)作缺(que)(que)乏(fa)了(le)解，將會(hui)降低評(ping)(ping)價(jia)結果的(de)(de)(de)(de)可(ke)信(xin)性(xing)。 2）評(ping)(ping)價(jia)時(shi)既要(yao)指出進步又(you)要(yao)指出不(bu)足。建議先對(dui)員(yuan)(yuan)(yuan)(yuan)(yuan)工(gong)(gong)(gong)進行表(biao)揚，使(shi)員(yuan)(yuan)(yuan)(yuan)(yuan)工(gong)(gong)(gong)不(bu)至(zhi)過(guo)于緊張，接下(xia)來批評(ping)(ping)員(yuan)(yuan)(yuan)(yuan)(yuan)工(gong)(gong)(gong)的(de)(de)(de)(de)績效(xiao)(xiao)(xiao)，最(zui)后再(zai)表(biao)揚員(yuan)(yuan)(yuan)(yuan)(yuan)工(gong)(gong)(gong)，使(shi)他們(men)能(neng)帶(dai)著愉快的(de)(de)(de)(de)心情離開。 3）對(dui)評(ping)(ping)價(jia)結果進行描(miao)(miao)述(shu)而不(bu)是判斷。例(li)如(ru)，主管(guan)(guan)在評(ping)(ping)價(jia)員(yuan)(yuan)(yuan)(yuan)(yuan)工(gong)(gong)(gong)的(de)(de)(de)(de)服務態度時(shi)，不(bu)應(ying)直截了(le)當(dang)地告之其結果（優(you)、良、中(zhong)、一(yi)(yi)般、差等），而應(ying)描(miao)(miao)述(shu)關鍵(jian)性(xing)事件，如(ru)員(yuan)(yuan)(yuan)(yuan)(yuan)工(gong)(gong)(gong)曾經與顧(gu)客爭吵，而沒有向顧(gu)客道(dao)歉等。 4）評(ping)(ping)價(jia)時(shi)應(ying)避免(mian)使(shi)用(yong)極端化的(de)(de)(de)(de)字(zi)眼。極端化字(zi)眼用(yong)于對(dui)否定結果的(de)(de)(de)(de)描(miao)(miao)述(shu)中(zhong)，一(yi)(yi)方(fang)面員(yuan)(yuan)(yuan)(yuan)(yuan)工(gong)(gong)(gong)認為主管(guan)(guan)進行的(de)(de)(de)(de)績效(xiao)(xiao)(xiao)評(ping)(ping)價(jia)缺(que)(que)乏(fa)公(gong)平性(xing)與合理性(xing)，從而增加不(bu)滿情緒；另一(yi)(yi)方(fang)面，員(yuan)(yuan)(yuan)(yuan)(yuan)工(gong)(gong)(gong)會(hui)感到心灰意冷，并(bing)懷(huai)疑(yi)自己的(de)(de)(de)(de)能(neng)力，對(dui)建立未(wei)來計劃(hua)缺(que)(que)乏(fa)信(xin)心。 5）通過(guo)問題解決方(fang)式建立未(wei)來績效(xiao)(xiao)(xiao)目(mu)標。在面談中(zhong)要(yao)建立未(wei)來的(de)(de)(de)(de)績效(xiao)(xiao)(xiao)目(mu)標，采取單純勸說(shuo)方(fang)式（主管(guan)(guan)告訴員(yuan)(yuan)(yuan)(yuan)(yuan)工(gong)(gong)(gong)應(ying)怎(zen)樣(yang)做）和說(shuo)一(yi)(yi)聽方(fang)式（主管(guan)(guan)告訴員(yuan)(yuan)(yuan)(yuan)(yuan)工(gong)(gong)(gong)長(chang)處和弱點(dian)，讓員(yuan)(yuan)(yuan)(yuan)(yuan)工(gong)(gong)(gong)自己說(shuo)怎(zen)樣(yang)做）都不(bu)能(neng)取得良好的(de)(de)(de)(de)效(xiao)(xiao)(xiao)果。應(ying)當(dang)采用(yong)主管(guan)(guan)與員(yuan)(yuan)(yuan)(yuan)(yuan)工(gong)(gong)(gong)雙方(fang)共同(tong)討論的(de)(de)(de)(de)模式，讓員(yuan)(yuan)(yuan)(yuan)(yuan)工(gong)(gong)(gong)高度參與。