Transforming Low Performers with the CARES Framework
As a manager, one of the most challenging tasks is motivating and developing low-performing team members. It’s crucial to recognize their potential and the value they can bring with the right support. To aid managers in this effort, I introduce the CARES framework — a five-step process designed to transform low performers into key contributors.
CARES Framework
The CARES framework stands for Communicate, Accountability, Roadmap, Execution, and Support. It’s not just another HR performance improvement program, but a managerial tool to enhance team performance without the threat of job loss.
Step 1: Communicate
Effective communication is the foundation of improving performance. Address performance issues early and clearly rather than waiting for annual reviews.
Document Performance Issues: Gather evidence of multiple instances over at least six months. Document expected vs. actual results and how they relate to performance issues.
Engage in Dialogue: Listen to the team member’s perspective. Have a two-way conversation.
Summarize and Share: Send a summary email or document outlining issues, agreements, and next steps.
Example Communication: “Hi [Team Member], I wanted to discuss your recent performance. Over the past few months, there have been several instances where your work hasn’t met expectations, such as [specific examples]. I’d like to understand your perspective on these issues and work together on a plan to improve.”
Step 2: Accountability
Once performance issues are acknowledged, establish clear accountabilities.
Define Responsibilities: Outline specific tasks, such as requirement clarification, timely task completion, and regular updates.
Agree on Accountability: Ensure the team member understands and agrees to these responsibilities.
Document Accountability: Share a written record of the agreed-upon responsibilities.
Example Accountability Discussion: “Let’s clarify your responsibilities. You’ll need to provide requirement clarifications before starting any coding, ensure timely completion of tasks, and regularly update me on any dependencies or issues. Do you agree with these expectations?”
Step 3: Roadmap
Create a detailed roadmap to guide the team member’s improvement journey.
Detail Tasks and Milestones: Break down tasks into manageable steps with clear milestones.
Set a Timeline: The roadmap should span at least three months to allow for meaningful progress.
Consider Role Adjustments: Discuss potential role changes within the organization for a better fit if needed.
Example Roadmap Discussion: “To help you improve, we’ll create a roadmap with specific tasks and milestones. For the next three months, your milestones will include completing project documentation and attending relevant training sessions. We’ll review your progress regularly to ensure you’re on track.”
Step 4: Execution
With the roadmap in place, the next step is execution.
Track Progress: Monitor the completion of tasks and milestones.
Evaluate Regularly: Conduct evaluations at each milestone based on predefined criteria.
Adjust as Needed: Make necessary adjustments based on progress and feedback.
Example Execution Support: “Now that we have our roadmap, let’s start working on these tasks. We’ll review each milestone together to ensure you’re progressing as expected. If you encounter any issues, let me know immediately so we can address them.”
Step 5: Support
Provide ongoing support throughout the execution phase.
Offer Regular Feedback: Give constructive feedback and course-correct as necessary.
Provide Training: Arrange small training sessions if needed.
Maintain Open Communication: Conduct regular one-on-ones to discuss progress and challenges.
Example Support Discussion: “I’ll be here to support you every step of the way. We’ll have regular check-ins to discuss your progress and any challenges you might face. Remember, this is a collaborative effort, and your improvement is my priority.”
Understanding Situational Leadership
As a new manager, it’s essential to realize that each team member has different skill levels and varying degrees of motivation. The situational leadership framework allows managers to adapt their approach accordingly. Typically, the framework uses skill and motivation as key dimensions:
High Skill, High Motivation: These team members need minimal guidance and should be given challenging tasks.
High Skill, Low Motivation: These individuals may need more encouragement and incentives.
Low Skill, High Motivation: Provide training and development opportunities.
Low Skill, Low Motivation: Require the most support, with clear instructions and consistent motivation.
By understanding and applying these dimensions, you can tailor your management style to each team member’s needs, fostering a more productive and harmonious team environment.
Managing low performers can be challenging, but with the CARES framework, you can provide structured support to help them improve. By following these steps — Communicate, Accountability, Roadmap, Execution, and Support — you can turn performance issues into growth opportunities, fostering a more motivated and skilled team.
