Performance Management : Frame-of-reference Training Program

Performance
management

In the organization, the improvement is required to be planned, systematic initiatives are required
for increasing the profits and productivity in the business. In order to monitor and evaluate the
current performance system includes the approach for measuring the employees performance. It
requires to adopt the framework which helps in characterizing and conveying the duties, goals,
responsibilities between the managers and subordinates. It requires to adopt the correct rating
method for the accurate and consistent performance of employees. In the case, it is necessary to
address the issue of complaints regarding the inaccurate and inconsistency in the method from
the customer service employees. It requires to develop the new Rater training program for
evaluating the performance of customer service employees (Roch, et al., 2012).
Rater training is required to focus on the process of managing, motivating and evaluating the
performance of the employees. With the help of a comprehensive program, it helps in providing
feedback and communication skills for developing the goals as well as standards. A New Rater
program is required for decreasing the biases and increasing the accuracy for evaluating
customer service employees. Rater error training includes the same biases is there which
decreases the accuracy of the rating (Erlam, et al., 2013). The error in the accuracy in evaluating
customer service employees was because of the distributional errors which included the errors of
severity, leniency and central tendency errors. The leniency error was occurring as the
Supervisor was giving all the ratees the same or close score which is affecting the performance
appraisals also. There are various strategies that can be adopted by the management for
evaluating the performance of the employees and for controlling the errors.
For comparing the employee performance, the method which can be adopted can be rank order,
pairing comparison, and forced distribution. In the case of measuring the behavior, the
behavioral scales which include the BARS which is behaviourally anchored rating scales and
mixed-standard scale. It will help the supervisor in overcoming the rating errors which includes
the graphic rating scales. It helps in providing internal measurement. Sensitivity training is
required to be considered which will help in reducing the errors for reducing the possibilities in
which the Rater will commit errors (Gardner, et al., 2016).

Frame-of-reference training program
In order to improve the accuracy and reducing the errors, the goals of the organization and
employees can be aligned with the help of FOR training which is Frame-of-reference training
which helps to increase the performance ratings. RET training is considered as traditional form
as it only helped in comtrolling the errors like halo and central tendency which is considered as
not effective for accuracy and consistency (Gardner, et al., 2016).
In FOR training is considered as that rate which helps in maintaining the specific standards for
the performance in the various dimensions of jobs at the corresponding levels. It includes the
point of reference which helps in matching the performance in the true scores of ratees and
rater’s scores.
FOR training is effective which helps in making the focus for the more content-oriented
approach. In FOR training, Rater is provided with the training for maintaining the specific
standards of the performances (Gruman and Saks, 2011). FOR training helps the rater in altering
and thinking regarding the implicit theories of performances. FOR training will help the
supervisor in increasing the rater accuracy. It will include the steps which are required to be
followed by the supervisor in which participants are required to view the multiple dimensions
and then they are required to evaluate the performance of ratee separately and dimensions of
specific job performance and then the BARS are used for providing the rating to the trainers.
FOR training helps the supervisor in establishing the common references as well as its impacts
on establishing the rating standards. FOR training rate program is effective for providing
information that helps in improving the rate of retention for providing effective training for
accuracy.
The purpose of this training is to achieve reliability among high scorers, which reflects the
general performance theory taught by trainers. In fact, each study provided training in four main
areas: motivating employees, developing employees, building and maintaining rapport, and
conflict resolution. The “Resolve Conflict” dimension project is distracting and unresolved
during training. Rater errors are occurring while evaluating the performance of customer service
employees (Gruman and Saks, 2011).