Applying Delphi Technique to Develop Job Aids of Workers’ Performance Feedback for Supervisors and Managers

• Main Authors: Ho, Shin-Ju, 何欣儒
• Other Authors: JIH, HUEY-CHING
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/sfh4pe

碩士 === 國立清華大學 === 人力資源與數位學習科技研究所 === 106 === Performance management is critical to the competitiveness of enterprises, thus, giving performance feedback from executives at all levels is the key to improve employees’ performance. However, the truth of the workplace is that executives are not implementing performance feedback ideally. Therefore, this research adopts the “Behavior Engineering Model” from Thomas Gilbert to explore the common reasons in performance feedback, then utilize Delphi method with a group of heterogeneous experts to construct details of "performance feedback (Job Aid)" that executives of enterprises would use. At first, this research was interviewed in-depth with senior workers about recent status of performance feedback in workplace by outlines, then integrated interview results and literature to develop a first semi-structural round questionnaire. Afterwards, conduct the first round questionnaire through interviews with 12 heterogeneous experts one by one. After first round questionnaire, summarized 12 experts’ opinions, and then drew up a second round questionnaire with scale. To continue the research, then analyzed the data of second and third round questionnaire until achieve the consensus. The research found that there were two major steps on how executives giving performance feedback to employees in ‘Interview Skills with Employees SOP’, including ‘Before the interview’ and ‘During the interview’: (1) Before the interview: Executives must fill out forms, including: Find out the performance “problems”, find out the performance “root causes”, list the priority of “root causes”, and fill out the blank of “praise the employee”. (2) During the interview: Including Express thanks, praises and recognitions to employee, discuss the “possible root causes of performance” with employee one by one, guide the employee to voice opinions, utilize 5W1H way to screen and confirm the possible solutions with employee, reach the agreement with employee, and be thankful for employee’s cooperation. At last, the ‘Interview Skills with Employees SOP’ developed in this research can be provided to executives in enterprises, how to give employees performance feedback during their daily performance management interviews.