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Communications

Performance Appraisals
In an article for HR Magazine in August 2005, Kathryn Tyler
states: “The performance appraisal is the most powerful and mis-
used tool for improving the performance of employees.” Per-
formance appraisal systems were prevalent throughout
McDonald’s in one form or another over the years. Being on both
sides of that equation, I can fully understand the value or, in some
cases, the downside or perception of these reviews. The point is,
whether it was an employee, an operator, or even a vendor (in
the case of an annual review of their organization), it is a won-
derful opportunity to have open, honest dialogue. This avenue
of communication is a great occasion not only to improve com-
munications but also to review how well performance goals are
being met. The employee who is totally shocked and surprised
by his or her review, or the operator who hears comments for the
first time, clearly indicates that there is a void in clear commu-
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nications. People are not communicating their expectations,
observations, or thoughts effectively. When that’s the case, how
can we expect improvement? We need to be communicating per-
formance issues all the time. Perhaps Tom Peters, in his book
Thriving on Chaos, says it best: “A person who is genuinely and
legitimately surprised by his or her annual performance appraisal
provides grounds for dismissal of the person’s boss.” While that
may be extreme, the point is made: Good communications
should be indicative of a no-surprises process. If that is not the
case, one needs to dig deeper. All of us should take the time to
evaluate how well we really are communicating with our staff.
Jack Welch, in his book Straight from the Gut, states, “If I
learned anything about making this easier [about removing
people], it’s seeing to it that no one should ever be surprised
when they are asked to leave. By the time I met with managers
I was about to replace, I would have had at least two or three
conversations to express my disappointment and to give them
the chance to turn things around.”