A few weeks ago I co-presented a webinar for HR.com entitled, "Performance Appraisals Your Managers Will Love." I made a statement that went something like this:
Remove the word ATTITUDE from your performance appraisal.Well, I got a lot of feedback from those 8 words. Most of the feedback was around, "We need employees that have a good attitude towards their jobs and customers." I don't disagree. However, you have to define attitude so that everyone understands it. Also, it is a very subjective term, because what I think is a good attitude is totally different from what my co-workers define as a good attitude.
I googled attitude and I read many definitions, but here is a good representation of what I found:
Attitude: a complex mental state involving beliefs and feelings and values and dispositions to act in certain ways; "he had the attitude that work was fun"
So, I don't know about you but I don't want to get into feelings and beliefs at work. What I want at work is behaviors that lead to desired outcomes. What we need to do is think of ATTITUDE in terms of behaviors. What are the desired behaviors that support a "good attitude?"
Think about these behaviors:
- Is responsive to clients needs
- Responds to requests in a timely manner
- Serves customers in a friendly manner
- Completes assignments and asks for extra assignments
- Shares best practices with co-workers
- Receives positive feedback from customers
- Goes above and beyond to satisfy customers