Last updated on Mar 4, 2024

What are the best ways to ensure staff performance evaluations are fair and objective?

Performance evaluations are crucial for any organization, but especially for airlines, where staff performance can affect customer satisfaction, safety, and profitability. However, evaluating staff performance can also be challenging, as it involves subjective judgments, human biases, and diverse criteria. How can airline managers ensure that their performance evaluations are fair and objective? Here are some best practices to follow.

1 Define clear goals and standards

The first step to ensure fair and objective performance evaluations is to define clear goals and standards for each staff role and function. These should be aligned with the airline's vision, mission, and values, as well as the specific requirements and expectations of each job. For example, a pilot's goal might be to fly safely and efficiently, while a flight attendant's goal might be to provide excellent customer service and handle emergencies. The standards should be measurable, achievable, and relevant, and communicated to the staff regularly.

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Abdulla Al Harthy

* Light upon Light * Al Harthy Enterprises. Owner.
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Absolutely, a well defined goal and objectives must clear, no gray areas when it comes to terms of reference and the scope of services. When perception matches reality services are smooth, and the cabin crew can be proactive, flight crew with airmanship can deliver more efficient and safer flights. This is going an extra mile.

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Shadrach Kambai, MBA

Flight Operations Consulting || Aviation Data Analyst || Airline Management
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I recall the process of evaluating my team's performance, which proved to be rather smooth due to the management approach I embraced from the outset. This approach enabled me to grasp the unique attributes of each team member, both as individuals and as contributors to the collective effort. I prioritized clear communication of goals and (SOPs) to ensure alignment among all staff members. Knowing that every team member possesses distinct strengths, weaknesses, opportunities, and threats, I ensured equitable support by tailoring it to their individual SWOT analyses. This approach aimed to prevent any member from gaining an unfair advantage over others. Consequently, I evaluated them based on the SWOT analysis results, ensuring fairness.

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Jaishankar Babu
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- Define clear and specific performance criteria for each role within the airline. Make sure employees are aware of these criteria and how they will be evaluated.

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Simon Kutibiwa

Director Flight Safety and Standards at Eswatini Civil Aviation Authority
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I have always insisted on having performance contracts before any appraisal can be made. The performance contracts are mutually agreed to ensure transparency and objective evaluations. Performance evaluations are not about the individual, but about the business/organization performing/serving better its customers. Performance evaluations are more about myself as the boss/team leader being able to facilitate for and capacitate the team in order to do better.

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2 Use multiple sources and methods

The second step to ensure fair and objective performance evaluations is to use multiple sources and methods to collect and analyze data on staff performance. This can help to reduce the risk of relying on a single perspective, which might be influenced by personal preferences, stereotypes, or emotions. For example, airline managers can use self-assessments, peer reviews, customer feedback, supervisor ratings, and objective indicators, such as flight hours, punctuality, or complaints. They can also use different methods, such as interviews, surveys, tests, or observations, to gather qualitative and quantitative information.

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Jaishankar Babu
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- Gather input from various sources, such as supervisors, peers, subordinates (if applicable), and self-assessment. Multiple perspectives can provide a more comprehensive and unbiased view of an employee's performance.

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3 Provide feedback and coaching

The third step to ensure fair and objective performance evaluations is to provide feedback and coaching to the staff throughout the evaluation period. This can help to reinforce positive behaviors, address performance gaps, and support staff development. Feedback should be timely, specific, constructive, and balanced, and focus on the staff's strengths and areas for improvement. Coaching should be tailored to the staff's needs, goals, and learning styles, and involve setting action plans, providing resources, and monitoring progress.

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Jaishankar Babu
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- Encourage regular feedback throughout the year. Performance evaluations should not be a surprise; employees should have a clear understanding of their performance through ongoing communication.

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4 Involve staff in the evaluation process

The fourth step to ensure fair and objective performance evaluations is to involve staff in the evaluation process. This can help to increase staff engagement, motivation, and ownership of their performance. For example, airline managers can ask staff to set their own goals, self-evaluate their performance, provide input on the evaluation criteria and methods, and participate in the feedback and coaching sessions. This can also help to create a culture of trust, respect, and collaboration between managers and staff.

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5 Review and calibrate the evaluation results

The fifth step to ensure fair and objective performance evaluations is to review and calibrate the evaluation results before making any decisions or actions based on them. This can help to ensure that the results are consistent, accurate, and fair across different staff groups and levels. For example, airline managers can compare the results with the predefined goals and standards, check for any errors or discrepancies, adjust for any external factors or biases, and consult with other managers or experts if needed.

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Jaishankar Babu
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- Periodically review and calibrate the evaluation process to ensure its effectiveness. This can involve comparing evaluations across different departments or teams to identify and address potential biases.

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6 Recognize and reward performance

The sixth and final step to ensure fair and objective performance evaluations is to recognize and reward performance based on the evaluation results. This can help to acknowledge staff achievements, encourage staff retention, and foster a culture of excellence and accountability. Recognition and rewards should be meaningful, timely, and proportional to the performance level and impact. For example, airline managers can use verbal or written praise, certificates, bonuses, promotions, or career opportunities to recognize and reward staff performance.

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Jaishankar Babu
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- Recognize employees in various ways, including verbal praise, written commendations, public announcements, and tangible rewards. This caters to different preferences and motivators. - Offer opportunities for professional development and career advancement as a form of recognition. This not only rewards high performers but also invests in their future contributions.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to ensure staff performance evaluations are fair and objective?

1

2

3

4

5

6

7

1 Define clear goals and standards

2 Use multiple sources and methods

3 Provide feedback and coaching

4 Involve staff in the evaluation process

5 Review and calibrate the evaluation results

6 Recognize and reward performance

7 Here’s what else to consider

Airline Management

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What are the best ways to ensure staff performance evaluations are fair and objective?

1

2

3

4

5

6

7

1 Define clear goals and standards

2 Use multiple sources and methods

3 Provide feedback and coaching

4 Involve staff in the evaluation process

5 Review and calibrate the evaluation results

6 Recognize and reward performance

7 Here’s what else to consider

Airline Management

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