Handbook of Improving Performance in the Workplace, Volume Two: Selecting and Implementing Performance Interventions

915 Pages·2010·23.804 MB·English

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Handbook of Improving
Performance in the Workplace
Volume Two
Selecting and Implementing Performance Interventions
Handbook of Improving Performance in the Workplace, Volume Two: Selecting and Implementing Performance Interventions
Edited by Ryan Watkins and Doug Leigh
Copyright © 2010 by International Society for Performance Improvement. All rights reserved. ISBN: 978-0-470-19069-2
E1FFIRS_1 10/14/2009 2
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ABOUT ISPI
T
heInternationalSocietyforPerformanceImprovement(ISPI)isdedicated
to improving individual, organizational, and societal performance.
Founded in 1962, ISPI is the leading international association dedicated
toimprovingproductivityandperformanceintheworkplace.ISPIreachesoutto
morethan20,000performanceimprovementprofessionalsinover40countries
through publications and educational programs.
ISPI’s mission is to develop and recognize the proficiency of our members
and advocate the use of Human Performance Technology. This systematic
approach to improving productivity and competence uses a set of methods
andproceduresandastrategyforsolvingproblemsforrealizingopportunities
relatedtotheperformanceofpeople.Itisasystematiccombinationofperform-
anceanalysis,causeanalysis,interventiondesignanddevelopment,implemen-
tation,andevaluationthatcanbeappliedtoindividuals,smallgroups,andlarge
organizations.
E1FFIRS_1 10/14/2009 3
Website: www.ispi.org
Mail: International Society for Performance Improvement
1400 Spring Street, Suite 400
Silver Spring, Maryland 20910 USA
Phone: [phone]
Fax: [phone]
E-mail: [email protected]
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| {
Handbook of Improving
Performance in the Workplace
Volume Two
Selecting and Implementing Performance
Interventions
Edited by
Ryan Watkins and Doug Leigh
Co-Published by the International Society for
Performance Improvement
E1FFIRS_1 10/14/2009 6
Copyright#2010byInternationalSocietyforPerformanceImprovement.
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LibraryofCongressCataloging-in-PublicationData
Handbookofimprovingperformanceintheworkplace.
p.cm.
‘‘Co-PublishedbytheInternationalSocietyforPerformanceImprovement.’’
Includesbibliographicalreferencesandindex.
ISBN978-0-470-19068-5(v.1:cloth)–ISBN978-0-470-19069-2(v.2:cloth)–ISBN978-0-470-19067-8
(v.3:cloth)
1.Performancetechnology. 2.Employees–Trainingof. I. InternationalSocietyforPerformance
Improvement.
HF5549.5.P37H3642010
658.3014–dc22
2009026946
AcquiringEditor:MatthewDavis Editor:RebeccaTaff
MarketingManager:BrianGrimm Indexer:SylviaCoates
ProductionEditor:MichaelKay EditorialAssistant:LindsayMorton
ManufacturingSupervisor:BeckyMorgan
PrintedintheUnitedStatesofAmerica
Printing 10 9 8 7 6 5 4 3 2 1
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CONTENTS
List of Exhibits, Figures, and Tables xiii
Introduction to Volume Two xix
Acknowledgements xxxvii
PARTONE:INTRODUCTION 1
1 HPT Models: An Overview of the Major Models in the Field 5
Frank S.Wilmoth, Christine Prigmore, Marty Bray
2 Linking Practice and Theory 27
Seung YounChyung, Shelley A.Berg
3 The Performance Pyramid 51
John Wedman
PARTONE:EDITORS’DISCUSSION 81
PARTTWO:VISION,MISSION,ANDOBJECTIVES 85
4 Future Search 91
Marvin Weisbord, SandraJanoff
vii
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viii CONTENTS
5 SWOT Analysis 115
Doug Leigh
6 Appreciative Inquiry 141
Marvin Faure,Jennifer Rosenzweig, Darlene VanTiem
PARTTWO:EDITORS’DISCUSSION 167
PARTTHREE:RESOURCES 171
7 Organizational Restructuring 177
SallyLollie, Hillary Leigh
PARTTHREE:EDITORS’DISCUSSION 197
PARTFOUR:EXPECTATIONSANDFEEDBACK 201
8 Realistic Job Previews 203
Jim Breaugh
9 360-Degree Feedback 221
Eugene Kutcher, John Donovan,Steven J.Lorenzet
10 Performance Measurement and Management Systems 251
IngridGuerra-Lo´pez
11 Achieving Improved Performance Through Managerial Coaching 275
Andrea D.Ellinger, Alexander E.Ellinger, Robert G. Hamlin,RonaS.Beattie
12 Performance Management Systems 299
David G. Gliddon
PARTFOUR:EDITORS’DISCUSSION 319
PARTFIVE:TOOLS,ENVIRONMENT,ANDPROCESSES 323
13 Electronic Performance Support Systems 325
FrankNguyen
14 Performance Aids 344
Miki Lane
15 Knowledge Management 366
Debra Haney, JamesT.Driggers
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CONTENTS ix
16 The Change Readiness Rubric 392
Bea Griffith-Cooper, KarylKing
17 Process Improvement 418
Marcey Uday-Riley, IngridGuerra-Lo´pez
PARTFIVE:EDITORS’DISCUSSION 439
PARTSIX:INCENTIVES,REWARDS,ANDRECOGNITION 441
18 Incentive Systems 445
Steven J. Condly
19 Rewards, Positive Reinforcement, and Incentive Systems 465
Jessica Jean Frumkin
20 Employee and Executive Compensation 482
Tahir M.Nisar
PARTSIX:EDITORS’DISCUSSION 507
PARTSEVEN:MOTIVATIONANDSELF-CONCEPT 511
21 Motivational Communication 515
Lya Visser
22 Career Mentoring 536
Christine D.Hegstad
23 Job Crafting 555
Michelle French
PARTSEVEN:EDITORS’DISCUSSION 569
PARTEIGHT:KNOWLEDGEANDSKILLS 573
24 e-Learning 577
Ryan Watkins
25 Cross-Disciplinary Team Learning 598
Scott P. Schaffer
26 Mentoring 613
Stella Louise Cowan
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x CONTENTS
27 Executive Leadership Coaching 646
Daniel White
PARTEIGHT:EDITORS’DISCUSSION 673
PARTNINE:PERFORMANCECAPABILITY 677
28 Outsourcing 681
JudithA. Hale
29 Succession Planning and Management 697
Hillary Leigh
PARTNINE:EDITORS’DISCUSSION 717
PARTTEN:ORGANIZATIONALCULTURE 721
30 Organizational Culture 725
AnthonyMarker
31 Diversity and Cultural Competence 745
Tyrone A.Holmes
PARTTEN:EDITORS’DISCUSSION 763
PARTELEVEN:CONTINUOUSMONITORING 767
32 Needs Assessment 771
James W.Altschuld, TraciL.Lepicki
33 Data Collection 792
Anne F.Marrelli
PARTELEVEN:EDITORS’DISCUSSION 817
PARTTWELVE:SIGNIFICANTACCOMPLISHMENTS 821
34 Return on Investment 823
Patti P. Phillips,Jack J.Phillips
PARTTWELVE:EDITORS’DISCUSSION 847