Performance Turnaround
A high-friction performance issue reset with clear standards, manager-ready scripts, and evidence discipline—improving accountability without unnecessary escalation.
At-a-glance
Service area: Conduct & Performance
Client type: SME / operational team
Industry: Operations / front-line workforce
Engagement outcome: Clear expectations set, performance plan implemented, documentation standardised
Confidentiality: Details anonymised and may be representative to protect privacy.
The situation
A key role had become a consistent source of tension—missed expectations, inconsistent follow-through, and mounting frustration for both the manager and the employee. Previous conversations had not shifted behaviour, and documentation was light, informal, or inconsistent.
The business wanted improvement, but also needed to protect morale and avoid a process that felt punitive or unclear.
Risks we needed to manage
Clarity risk: unclear standards leading to “moving goalposts” or mixed messages
Documentation gaps: limited evidence of expectations, feedback, and reasonable support
Inconsistent leadership: multiple managers or stakeholders creating conflicting direction
Escalation risk: frustration tipping into reactive decisions or unmanaged conflict
Fairness and reasonableness: ensuring expectations were realistic, measurable, and supported
Operational impact: keeping the role functional while improvement occurred
Our approach
Role clarity and standards reset
Defined what “good” looks like in the role: outputs, behaviours, timeframes, and operating rhythms.Evidence discipline and baseline
Established a practical method to capture performance observations and outcomes consistently.Manager scripts and conversation design
Built a structured conversation pathway—so the manager could lead confidently without improvising.Improvement plan implementation
Implemented a performance improvement plan with measurable actions, check-ins, and support commitments.Decision-ready close-out
Ensured the plan concluded with a clear outcome pathway: sustained improvement, extension with reasons, or escalation if required.
What we delivered
Role expectations and performance standards (plain-English, job-relevant)
Performance conversation script (opening, expectations, support, consequences, close)
Improvement plan framework (actions, measures, check-in schedule, responsibilities)
Documentation pack (templates for notes, check-ins, evidence capture)
Manager coaching guidance (how to deliver feedback consistently and calmly)
End-of-plan assessment approach to support a decision-ready outcome
The outcome
The manager moved from ad hoc feedback to a structured, evidence-based process. Expectations were made explicit, follow-through improved, and the business regained control of the situation.
Regardless of the final result (sustained improvement or escalation), the process became defensible and repeatable—reducing the risk of protracted disputes and improving leadership confidence for future performance matters.
Key takeaway for SME leaders
Most performance problems become “messy” because expectations are vague and documentation is inconsistent. A short, structured plan—with clear standards and manager scripts—often resolves issues faster and leaves you decision-ready if it doesn’t.
Need a performance process that protects your business and is practical for managers to run?
Book a Free Intro Call and we’ll map the cleanest, least disruptive pathway.