How do you handle poor performance and underperformance issues in a constructive way?

It is important to understand the employee's point of view and to identify any underlying causes of the performance issues. Then, offer the employee the support and coaching that they need to improve their performance through training, setting clear expectations, and providing regular feedback. Additionally, it is important to follow up with the employee regularly to monitor their progress and to provide support and encouragement.

Addressing poor performance with a sincere approach involves open communication, empathy, and a focus on improvement. You can begin by discussing expectations and understanding the employee's challenges. Collaboratively set clear goals, provide support, and regularly check in to offer guidance and encouragement. Emphasize a commitment to their development and learning sprints, fostering a positive and constructive environment for growth.

In my experience, having a performance management system in place does go a long way, but many managers do not know and/or understand how to use it effectively or consistently; the plan in place should include a 3-way feedback i.e. from employee (how they think they are doing), as well as feedback from a client the employee is servicing. Also, if an organization stipulates a formal performance review should be done every year and/or every second year, then "stick" to the plan and make sure all the points to be addressed are relevant to the work being performed by employee and aligns with the JD.

I would start by define the role and the expectations followed by specific KPI which will ensure clarity between the employee and the manager!

When providing feedback, schedule a convenient time, don't rush through it and always use examples as to what they did well or what needs improvement, outline clear expectations for the particular task/project worked on. I always found that the 'human touch' also goes along way, i.e. asking relevant questions, particularly if employee is struggling. Try to understand why employee is struggling, do they understand expectations, do they need more training or support? or is it workload/volume related etc? Having an understanding of what the struggle is, can go along way as well.

I believe transparency in feedback is of vital importance when having discussions around performance gaps. Secondly, it is essential that expectations set at the start are clearly communicated and there is mutual clarity and alignment. Regular check ins on performance preferably quarterly really help in overcoming performance gaps.

Continous feedback is a cruical component and it should be given in structured way which will allow employee to pause and reflect how they can improve !

Implenting PIP is very good excerise because its set clear expectations for both parties. Also it will give employee the clear path on how he can progress and improve his/her performance.