If these words are sincere, we have a management problem.  A well-managed team will always know what is expected, right down to each individual on the team.  That requires a team leader to be able to effectively and consistently communicate these expectations.

Gallup conducted an in-depth study on the most productive workplaces.  They refined the results of this down to twelve common denominators that separated the most productive from their peers.  One of these is “employees know what is expected.”

So how do you ensure that expectations are clear and being performed?  Communicate, Reiterate, Evaluate, Escalate and don’t Deviate.  It should be your CREED!

•  Communicate – This is a two way conversation about what needs to be accomplished, what behavior or attitude should be modeled and any relevant time tables that are critical. Confirm that all parties are clear on what you are expecting.  This is not a one-time conversation.

•  Reiterate – Consistency and repetition will reinforce the value that you have placed on team members meeting the expectations.  Finding opportunity to publicly praise behavior that is in line with expectations is a positive reinforcement for everyone.

• Evaluate – Establish metrics that can be used to measure the expected performance.  Communicate the methodology you’re using and get an agreement from those that are being evaluated that these are fair and productive measurements.

•  Escalate –When there has been clear communication, reiteration and evaluation and the current expectations are being regularly met, escalating expectations helps the team and the individual to be challenged, finding growth and development.  Follow the same process used to establish the original expectations.

• Deviate – Expectations are different than goals or objectives.  Goals are something you reach for, understanding that they will not always be obtained by everyone.  Expectations are just that – Expectations.  Staying on course, reinforcement, and consistent application of the measurements are critical.

In a recent conversation with a department manager, he said how shocked one of his employees was when he was terminated for poor job performance.  The manager’s comments were “This guy was clueless.  I couldn’t believe he didn’t see this coming.  He had to know that he was under-performing. He has been the lowest producer on the team for three straight years.  It’s no wonder I had to fire him.”

Should any employee be shocked that they are being terminated for job performance?