Why Unwritten Standards Cause Issues and How to Address Them
Unwritten standards in performance management are a common pitfall in many organisations. Although they may seem benign, failing to document and communicate clear performance expectations can lead to significant challenges. Here’s a deeper look into why unwritten standards can cause issues, how they affect management and team dynamics and how you can best communicate clear expectations to your team.
The Problems with Unwritten Standards
Subjectivity
Reliance on Personal Judgments: When performance standards are not explicitly defined, managers may subconsciously rely on their personal judgments, perceptions, or assumptions when evaluating team members. This subjectivity can lead to inconsistent and biased feedback. Research from the Harvard Business Review indicates that subjective evaluations are often influenced by a manager’s personal biases and can result in unfair assessments. Without written standards, it’s difficult to ensure that feedback is based on objective criteria, which can undermine employee trust and morale.
Impact on Employee Perception: Employees may perceive feedback as unfair or biased if it’s based on personal opinions rather than standardised criteria. This perception can damage the manager-employee relationship and reduce employee engagement and motivation. The Journal of Applied Psychology suggests that clear, objective standards help mitigate the risk of perceived unfairness and enhance overall job satisfaction.
Inconsistency
Variable Feedback Quality: Without clear standards, feedback can fluctuate based on the manager’s mood, the context of the situation, or personal relationships. For example, a manager may provide more lenient feedback on a good day and more critical feedback on a bad day, leading to inconsistency in performance evaluations. The Center for Creative Leadership highlights that such variability can create confusion among employees and result in inconsistent performance levels.
Uneven Treatment: Inconsistent feedback can lead to uneven treatment of employees, where some receive more positive feedback while others are unfairly criticised. This inconsistency can create feelings of resentment and inequality among team members. Gallup research underscores that consistent and fair feedback is crucial for maintaining a motivated and engaged workforce.
Miscommunication
Lack of Clarity: When expectations are not clearly articulated, team members might not fully understand what is required of them. This lack of clarity can result in employees working towards goals that are misaligned with organisational objectives. According to the Corporate Leadership Council, clear communication of performance expectations is essential for minimising misunderstandings and aligning employee efforts with organisational goals.
Frustration and Confusion: When feedback seems out of sync with employees’ efforts or goals, it can lead to frustration and decreased motivation. Employees may feel that their hard work is not recognised or that they are not meeting expectations, which can affect their overall performance and job satisfaction.
Best Practices for Communicating Standards and Expectations
Document Performance Criteria
- Create Clear Guidelines: Write down specific, objective performance criteria for all roles. This should include goals, behavioural expectations, and measurable outcomes. Ensure these criteria align with organisational goals and are consistent across similar roles.
- Update Regularly: Regularly review and update these documents to reflect any changes in goals or responsibilities. This helps keep expectations relevant and aligned with the evolving needs of the organisation.
Communicate Expectations Regularly
- Consistent Communication: Don’t wait for formal feedback sessions to discuss expectations. Share them during onboarding, in one-on-ones, and team meetings. Use job descriptions, performance reviews, and project briefs as opportunities to restate these expectations.
- Leverage Multiple Channels: Ensure that expectations are communicated through various channels to reach everyone effectively. This can include written documents, verbal discussions, and visual aids.
Make Expectations Measurable
- Set SMART Goals: Develop specific, measurable, achievable, relevant, and time-bound (SMART) goals for each team member. For instance, rather than saying, “Improve communication,” set a goal like, “Present project updates in weekly team meetings and respond to emails within 24 hours.”
- Align with Objectives: Ensure that these goals align with broader team and organisational objectives, providing a clear path for individual contributions.
Provide Ongoing Clarity
- Regular Check-Ins: Use regular check-ins to confirm understanding and adjust expectations as needed. This helps prevent misunderstandings and ensures that team members remain on track.
- Encourage Questions: Foster an environment where employees feel comfortable asking for clarification on expectations. This openness can lead to better alignment and performance.
Create a Feedback Culture
- Two-Way Communication: Build a culture where feedback is not just top-down. Encourage team members to seek clarity on expectations and request more direction when needed. This approach fosters an open environment and helps ensure that feedback is well-received.
- Feedback Mechanisms: Implement mechanisms for employees to provide feedback on the clarity and consistency of expectations. This can help identify and address any gaps in communication.
Evaluate Using Objective Criteria
- Ground Feedback in Criteria: During feedback sessions, reference the documented criteria to ensure that evaluations are based on objective measures rather than subjective impressions. This practice helps maintain fairness and transparency.
- Consistency Across the Team: Ensure that all team members are evaluated using the same performance standards, promoting a fair and consistent approach.
Ensure Equity in Expectations
- Role-Specific Standards: Tailor expectations to fit individual roles and levels of experience. Avoid a one-size-fits-all approach; different team members may require different expectations based on their role and development stage.
- Balanced Development: Ensure that expectations are challenging yet achievable, and that they provide equal opportunities for growth and development.
Overcoming Bias and Ensuring Fairness
Even with documented criteria, biases can still affect feedback. Here’s how to address them:
- Unconscious Bias Training: Provide managers with training to recognise and mitigate biases. Understanding how biases impact feedback can lead to more objective evaluations.
- Peer Review: Encourage managers to review performance evaluations with colleagues to ensure consistency and fairness. This practice can help balance perspectives and reduce individual biases.
- Employee Feedback: Solicit feedback from team members about the clarity and fairness of expectations. This feedback can provide valuable insights into how well expectations are communicated and perceived.
By implementing these practices, managers can create a fair and transparent feedback system that supports each team member’s growth and development. Documenting and clearly communicating performance standards not only fosters trust but also helps employees feel valued and supported in their roles.
