問 我想問(wen)一(yi)下，作為主管在和員工進行績(ji)效溝通的(de)時候(hou)需要注意什么呢？

答(da) 1）評價(jia)結(jie)果(guo)應具體(ti)而(er)不(bu)(bu)籠統(tong)。評價(jia)結(jie)果(guo)過于(yu)籠統(tong)，會(hui)使(shi)(shi)員(yuan)(yuan)工(gong)(gong)(gong)(gong)懷疑主(zhu)管(guan)對(dui)他們(men)所從事(shi)的(de)工(gong)(gong)(gong)(gong)作缺(que)乏(fa)了解，將會(hui)降(jiang)低(di)評價(jia)結(jie)果(guo)的(de)可(ke)信(xin)性。 2）評價(jia)時(shi)既要(yao)(yao)指(zhi)出進(jin)步又要(yao)(yao)指(zhi)出不(bu)(bu)足。建議先對(dui)員(yuan)(yuan)工(gong)(gong)(gong)(gong)進(jin)行表揚，使(shi)(shi)員(yuan)(yuan)工(gong)(gong)(gong)(gong)不(bu)(bu)至過于(yu)緊張，接下來(lai)批(pi)評員(yuan)(yuan)工(gong)(gong)(gong)(gong)的(de)績(ji)效，最(zui)后再表揚員(yuan)(yuan)工(gong)(gong)(gong)(gong)，使(shi)(shi)他們(men)能(neng)帶著(zhu)愉快的(de)心(xin)情離開。 3）對(dui)評價(jia)結(jie)果(guo)進(jin)行描(miao)述而(er)不(bu)(bu)是判斷。例如，主(zhu)管(guan)在評價(jia)員(yuan)(yuan)工(gong)(gong)(gong)(gong)的(de)服務態度時(shi)，不(bu)(bu)應直(zhi)截了當地告(gao)之其結(jie)果(guo)（優、良、中、一般(ban)、差等(deng)），而(er)應描(miao)述關(guan)鍵性事(shi)件，如員(yuan)(yuan)工(gong)(gong)(gong)(gong)曾經與顧客爭吵，而(er)沒有向顧客道歉等(deng)。 4）評價(jia)時(shi)應避免使(shi)(shi)用極(ji)端(duan)化(hua)(hua)的(de)字眼。極(ji)端(duan)化(hua)(hua)字眼用于(yu)對(dui)否定結(jie)果(guo)的(de)描(miao)述中，一方(fang)(fang)面員(yuan)(yuan)工(gong)(gong)(gong)(gong)認為主(zhu)管(guan)進(jin)行的(de)績(ji)效評價(jia)缺(que)乏(fa)公(gong)平性與合理性，從而(er)增加不(bu)(bu)滿情緒；另一方(fang)(fang)面，員(yuan)(yuan)工(gong)(gong)(gong)(gong)會(hui)感到心(xin)灰(hui)意冷(leng)，并懷疑自己(ji)的(de)能(neng)力，對(dui)建立未來(lai)計劃(hua)缺(que)乏(fa)信(xin)心(xin)。 5）通(tong)過問題解決(jue)方(fang)(fang)式(shi)建立未來(lai)績(ji)效目標(biao)。在面談(tan)中要(yao)(yao)建立未來(lai)的(de)績(ji)效目標(biao)，采取(qu)單純(chun)勸說方(fang)(fang)式(shi)（主(zhu)管(guan)告(gao)訴員(yuan)(yuan)工(gong)(gong)(gong)(gong)應怎(zen)樣(yang)做）和說一聽方(fang)(fang)式(shi)（主(zhu)管(guan)告(gao)訴員(yuan)(yuan)工(gong)(gong)(gong)(gong)長處(chu)和弱點，讓(rang)員(yuan)(yuan)工(gong)(gong)(gong)(gong)自己(ji)說怎(zen)樣(yang)做）都不(bu)(bu)能(neng)取(qu)得良好(hao)的(de)效果(guo)。應當采用主(zhu)管(guan)與員(yuan)(yuan)工(gong)(gong)(gong)(gong)雙方(fang)(fang)共同討論的(de)模式(shi)，讓(rang)員(yuan)(yuan)工(gong)(gong)(gong)(gong)高度參與。