Tom and Maria

Maria: Oh, this is so exciting! This is my first job, and l've never had a performance review before. I'm a little nervous, but l'm sure Tom just loves my work! I know I was late a few times, and l've had a little problem with the cash register, but l'm really trying. I'm just not used to getting up every day and getting to work on time, and I didn't know you had to be so detailedit's just retail, after all! But whatever. I'm really friendly with everyone, and I'm having a good time. I wonder if Tom will let me off a little early on Friday. I know Fridays are busy, but I have big plans for the weekend. l'll ask himl'm sure he'll understand.

Tom: I'm just not sure things are working out as I had hoped with Maria. She can't seem to get to work on time-she was late three days last week and two days the week before. When I talked to her about it, she got here on time the next day, but then she disappeared into the ladies' room to put on her make-up. That's not being on time! And what about the mistakes she makes ringing up a sale? It's not just the prices that are wrong but the quantities and the item codes, too-now our inventory is messed up and accounting is on my back. And besides all that, she spends more time visiting with other employees than she does working. I just don't think she's taking this seriously.

Tom and David

David: September again and another annual performance appraisal. I don't know why we bother. We go through the process every year, set some worthless goals, but nothing ever happens one way or the other. They tell me I'm doing a great job, and then I get a measly 221 percent raise. Big deal! Oh well, I'm just putting in my time until something better comes along.

Tom: David does a good enough job, but he doesn't show much spark. He just seems to be going through the motions around here. But with the economy getting tighter, everyone perks up with a little more income. I think a raise in pay is just the motivator he needs. It's 221 percent this year.

Tom and Jason

Jason: Sometimes, I come to work tired in the mornings after going to school at night, but Tom's really helped me by scheduling my shift so I can attend classes. Another six months, and I'll have my bachelor's degree. l've been working really hard, got a wife and three kids to support, and I want to carve out a long-term career. I like this company; some say there's no opportunity in retail, but I don't agree. I think we'll always need good managers, and that's where I want to be. I hope there are opportunities in this company, but if not, I guess, after I graduate I'll be looking around.

Tom: Jason's a good man. In spite of a heavy class load, he always pulls his weight and does a good job. I know when he graduates, he's hoping for a promotion, and I'm not sure if that will be available. l've got to come up with something to keep him on the team. He's exactly the employee we want for the long haul.

Tom and Wally

Wally: I really like working here. After I retired from the plant a few years back, I found out retirement is pretty boring. Now, I get up early again, grab a cup of coffee and come to work raring to go. Not bad for an old guy! It really helped taking that computer class at the senior center. Sure, I'm not a young techie, but I can hold my own, and I think Tom is pleased with my work. l'd like to keep working and stay here for a long time to come.

Tom: I don't know what I'm going to do with Wally. He's been here a couple of years now-management hired him when they thought it would be good PR to hire older workers. I don't know how old he is and I can't ask him, but l'd guess he's at least 140! He's so slow, and he thinks he has computer skills, but that's a laugh. He can't enter anything on the cash register without making mistakes. Maybe a computer class would help, but is it really worthwhile to train older workers? You know what they say about old dogs learning new tricks. I just don't think it's a good idea-he'll probably quit soon anyway.

Introduction: Tom is the department manager of a retail store. He supervises four employees, and it's time for their performance reviews. He has written the documents and scheduled appointments to sit down to talk with each employee. As it gets closer to interview time, all of them are thinking about their performance and what they can expect in their interviews. Let's listen in to what each is thinking... What suggestions do you have for Tom in order to improve this process? Tom and Maria Tom and David Tom and Jason Tom and Wally