The Performance Management Handbook for Emerging Markets by Unknown

Author:Unknown
Language: eng
Format: epub
Published: 2015-04-09T00:00:00+00:00

7.3.3 Narrative method

The narrative method mostly used for performance assessment is the critical-incidents method. The critical requirements of a job are those behaviours that make a crucial difference between performing effectively or not performing effectively. Critical incidents are reports by the employee and other knowledgeable observers of things an employee did that were particularly effective or ineffective in accomplishing his or her job. Typically, normal procedures or average work performance are not recorded. The critical incidents so recorded provide a behavioural-based starting point for the performance assessment.

This method is quite time-consuming and requires dedicated team members, managers, clients and colleagues to assist in writing up the critical incidents during the course of a year. In converting critical incidents to a final performance rating, the incidents are classified in terms of a check list of required behaviours. On the basis of all feedback received, the line manager then indicates, on a scale, the overall performance achievement in respect of the required behaviour, for example:

Behaviour: efficient customer service

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