Managing performance is an important—yet delicate—process for managers to undertake. They need to make tough calls at times regarding who is performing well or not. Also, they need to play the role of coach to help each employee improve his or her performance. One of the toughest aspects of performance management is assessing why someone is not performing well. Although it may be easy to spot who is not performing well, it is not always easy to diagnose the underlying causes of poor performance (such as motivation, ability, and external constraints). But without a correct diagnosis, it is nearly impossible to cure the problem.

Assignment
Following are descriptions of three different employees. Describe the potential causes of poor performance in each case. For each potential cause, identify appropriate solutions to enhance performance.
1. Carl Spackler is the assistant greenskeeper at Bushwood Country Club. Over the past few months, members have been complaining that gophers are destroying the course and digging holes in the greens. Although Carl has been working evenings and weekends to address the situation, the problem persists. Unfortunately, his boss is interested only in results, and because the gophers are still there, he contends that Carl is not doing his job. He has accused Carl of “slacking off” and threatened his job.
2. Clark Griswold works in research and development for a chemical company that makes nonnutritive food additives. His most recent assignment has been the development of a nonstick aerosol cooking spray, but the project is way behind schedule and seems to be going nowhere. CEO Frank Shirley is decidedly upset and has threatened that if things don’t improve, he will suspend bonuses again this year as he did last year. Clark feels dejected, because without the bonus he won’t be able to take his family on vacation.
3. Bonnie Molloy is the host of a local television talk show called Morning Chicago. Although she is a talented performer and comedienne, Bonnie has an unacceptable record of tardiness. The show’s producer, David Bellows, is frustrated, because the problem has affected the quality of the show. On several occasions, Bonnie was unprepared when the show went on the air. Bellows has concluded that Bonnie is not a morning person and has thought about replacing her with a different host.