Module 6

When it is not working: persistent problems, appraisals, bias and difficult people

Most feedback works: the person hears it, tries something different and improves. Sometimes it does not. The same errors recur, the work stays below standard, a manner causes friction or something has plainly gone wrong and nobody knows what. This is the point at which many supervisors either avoid the matter, hoping that it will pass, or jump to a conclusion about the person’s ability or attitude. Neither helps. A persistent problem has a cause, and finding it is the first step: it may be a misunderstanding about the standard, a skill gap, overload, a poor fit with the work, a lack of support or a difficulty in the person’s life. This module describes how to find the cause, have the harder conversation, agree a plan with support and dates, document fairly and judge when the situation has gone beyond what supervision can fix. It also covers appraisals and the fairness of assessment, bias, difficult or unacceptable behaviour and the care needed with mental health and disability. Employment law differs widely between countries, so the module refers you to your organisation’s procedures and to the people who know them. All the people are invented.

General education on supervising legal work and giving feedback, using invented people, firms and matters. It is not legal or employment advice, and it does not state the professional or employment rules of any country. Those differ and change: check the rules that apply to you and take advice.