Dear Career Advisor:

I am almost at the end of my probationary period in an over-the-telephone customer care environment. Ever since I joined the staff, I have noticed that my supervisor gives me fewer instructions and less information than the other new members of the team. I often had to use curiosity to glean information while the others were told. In my recent performance appraisal, my ratings were on the low side, just barely above the minimum acceptance level. When I asked the supervisor for specific examples on the items with low ratings, all she said was that other people had made similar observations but she could not give anything specific.

I feel that I am being treated unfairly. It is very frustrating. What, if anything, can I do?

Respectfully,

Sara W

Dear Sara:

Getting a low rating on your performance appraisal can be difficult to accept, especially when it is not clear why you were rated poorly. Whatever you do, avoid courting feelings of anger or becoming defensive. Remind yourself that you are not perfect and that you will learn something positive from this experience.

I am guessing that you really like your new job and would like to stay at that organisation. So, let us address the matter by giving your supervisor the benefit of the doubt. First, do an honest self-assessment. Make a note of those areas in which you know you need to improve. Take another look at your job description and the performance standards of your appraisal instrument. Should any area be unclear, ask for clarification. Your aim going forward is not just to do well, but to be excellent.

Next, list the steps you will take to ensure that your performance is on target, and where possible, keep a record of each target met. For example, if your performance expectation is that you answer calls by the third ring; aim to answer calls on the first ring, but no later than the second.

Lastly, request another meeting with your supervisor to discuss your developmental plan. Assure your supervisor that you value your job and that you are committed to improving your performance. Outline your personal targets and steps for improving your performance. Next, request that your supervisor provide you with periodic feedback and, during the meeting, clarification on expected performance standards.

Remain positive and keep your focus on improving. Avoid being subsumed by unproductive debates over ratings.

Carolyn Marie Smith is Director of Career & Employment Services at Northern Caribbean University. Submit your questions to her at careeradvisor@ncu.edu.jm