ACCA Applied Knowledge · Business and Technology · Review and appraisal of individual performance
During an appraisal interview, an employee becomes defensive when told her sales conversion rate is below target. Which response by the manager is most appropriate?
The manager should acknowledge her view, ask open questions to explore the causes and use the objective data to agree improvement actions jointly. Closing down discussion, penalising unrelated areas or hiding the shortfall would be unfair or would defeat the purpose of appraisal.
- AAcknowledge her view, ask open questions about the causes, and refer to the data to agree actions togetherCorrect
- BInsist that the figures are correct and end the discussion of the topic
- CReduce the rating of her other areas to show the seriousness of the issue
- DAvoid recording the shortfall to prevent further conflict
Explanation
Defensiveness is best handled by listening, using open questions and objective evidence, and moving to joint problem solving. Shutting down discussion or ignoring the shortfall fails the purpose of appraisal, and lowering unrelated ratings would be unfair and subject to bias.
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