Global Contact Center

Performance Management – Managing Employee Performance Course



Corporate trainers can offer inspiration and solid tools for individuals responsible for measuring Performance Management: Managing Employee Performance.

In this one-day workshop, you’ll help leaders learn how to manage for optimum performance, contribute to motivating work environments, to understand the role of goal setting in performance management, use ideal tools to help employees set and achieve goals, apply a three-phase model that will help prepare employees for peak performance, activate their inner motivation, and evaluate their skills.

This training courseincludes a comprehensive set of materials, all of which are customizable. The training materials include a detailed learner/instructor guide, student workbook, pre-assignment, assessments, pre-formatted slides, recommended reading, related courses for additional professional development, a personal action plan, and more.

Course outline-

How to Use This Guide

Session One: Course Overview

Session Two: The Shared Management Model

Session Three: Setting Goals

Setting Goals with SPIRIT

Getting Into It

Session Four: Phase I (Preparation)


Choosing the Right Person for the Job

Setting Standards

Effective Training

Coaching 101

Session Five: Phase II (Activation)



Session Six: Phase III, Part A (Ongoing Evaluation)


Characteristics of Effective Feedback

Individual Exercise

Accepting Criticism

Session Seven: Phase III, Part B (Formal Evaluation)


Case Study: What Upset John?

About Performance Reviews

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan

Learner/Instructor Guide

Our Learner/Instructor Guides are the core of each training course. They lay out the training in simple, easy-to-follow instructions. You can also customize the Learner/Instructor Guides in order to personalize your training.

Student Manual

Each Instructor Guide – for each course – is paired with a Student Manual that you can present to your participants. This customizable Student Manual gives each participant the student version of the course you will be learning/teaching.

Exercise Workbook

Whether or not you choose to introduce exercises into your learning/training is up to you as the learner/facilitator. In case you want to do this we offer you an Exercise Workbook (also customizable) that is specific to the course you are offering.

Sample Files

Each course title comes with a Lab Workbook loaded with activities and exercises to practice and reinforce the learners’ understanding of the course objectives. Pre-made Sample Exercise Files are provided for use with the Lab Workbook so that you, as the learner/trainer, do not have to prepare activity working files.

Powerpoint Deck

The course is designed to give you everything you need for use in the classroom or workshop. This includes the PowerPoint versions of all the courses, prepared for you in advanced.


Quick Reference Guide

Quick Reference Guides are a favourite tool for learners/trainers to provide to their learners. Each Quest Reference Guide summarizes the most important elements in each course title down to two pages.