After asking for more detailed feedback, Jane has finally received a revised appraisal. Here are Janes results:

Performance Rating Form: Jane
Supervisor: Sandra
Criteria	Employee Performance	Performance Standard	Supervisor Feedback
Average call time	1:48	2:00	Good Meets requirement
Transfer rate	22%	20%	Good Meets requirement
Listening skills (1 5)	4.8	Not Established	Seems good
De-escalation tactics (1 5)	3.2	Not Established	Try to improve
Customer ratings (1 5)	3.5	Not Established	Try to improve

Based on this review. Sandra suggests improving on de-escalation and customer service ratings. However, Jane wants to also focus on increasing her transfer rate, because she is concerned about how close she is to missing the transfer rate cutoff. After some discussion, Sandra and Jane agree that Jane should work on two aspects of her performance 1. Transfer rate, and 2. De-escalation tactics.

Set two SMART goals for Jane to work on over the next month. Remember, SMART goals include:

Specific The goal should identify a specific action or event that will take place.

Measurable The goal and its benefits should be quantifiable.

Aggressive/Actionable The goal should require you to stretch to at least some degree dont set goals that are too easy, and frame goals in action-oriented language not passive wants.

Realistic/Relevant The goal should require you to stretch some, but allow the likelihood of success. The person needs to have the necessary skill and motivation for the goal to be realistic. The goal should also be applicable to your overarching goal, in this case improving performance.

Timely The goal should state the time period in which it will be accomplished.

Bad Example: I want to improve my performance at work so I can get a raise.

Good Example: I want to improve my sales volume by 10% next quarter, so that I can reach an additional $15,000 in commission.

Response Questions Part 2:

1. Looking at the performance evaluation form, what could be improved with the rating form?
2. What could be improved with Sandras use of the rating form?
3. SMART Goal 1 (Transfer Rate):
4. SMART Goal 2 (De-escalation Tactics):