Use of an Independent Facilitator in Performance Improvement Processes
This article draws on Katy Russell’s first-hand experience facilitating performance improvement processes within several government organisations. The reflections below outline how the role of an independent facilitator works and the situations where it can add the most value.
In the past few years, I have been engaged as a facilitator for several performance improvement processes, mostly in state government departments and agencies. It’s not a service that receives a lot of attention, but I have become increasingly convinced that it can have a significant positive impact on performance improvement processes.
Role of the independent Facilitator
There is no specific set of rules or guidelines for this type of facilitation, and the intervention can be tailored to the circumstances. However, it is important to distinguish that a facilitator is different from a management advisor.
In most cases the role of the facilitator is to:
- Guide discussions neutrally and constructively
- Ensure both parties are heard
- Keep the focus on evidence, behaviours and outcomes
- Support clear documentation and agreed follow-up
Ideally the facilitator should have expertise in performance management, coaching and conflict resolution, with an understanding of the organisation’s values and policy framework.
Key benefits
1. Neutral Perspective
The facilitator is not directly involved in the employee’s reporting line, which reduces perceived bias and favouritism. They help balance the conversation, so both the manager and employee feel heard.
2. Clear Communication
The facilitator can ensure expectations, timelines, and performance measures are explained in plain, unambiguous terms. They can help to reframe feedback in a way that is constructive and solution focused.
3. Conflict Reduction
By mediating the discussions, they help prevent defensiveness or escalation. They can guide the conversation toward problem-solving rather than blame.
4. Building Capability for Difficult Conversations and Feedback
Many managers are avoidant of feedback and performance conversation. Managing a performance process can trigger high levels of anxiety. Often this is despite having participated in some form of management training which included giving feedback and difficult conversations. Training is an important and fundamental tool for learning a new skill, but it cannot compete with the experiential learning of being supported through a real feedback discussion.
The facilitator can help the parties express themselves clearly and constructively and in a way that reduces the likelihood of escalation. The experience is effectively real time coaching which builds the leader’s capability for future difficult conversations.
5. Reducing Psychosocial Risk
Having an independent third party in the room increases the safety of the conversation for both parties. Performance improvement processes have been recognised as a potential source of psychosocial risk that should be managed like any other safety hazard. Depending on the circumstances, using an independent facilitator could be a reasonable and practical control measure.
6. Better Documentation and Follow Up
Facilitators can help to clearly document agreements, progress, and next steps.
When This Approach Is Most Valuable
I would not suggest that every performance management process would benefit from an independent facilitator. However, there are some indicators of situations where a facilitator is likely to add the most value:
- Contested or sensitive performance matters
- Heightened grievance or IR risk
- Relationship breakdowns between manager and employee
- Complex roles or unclear performance expectations
Using an independent facilitator in a performance improvement process helps to build confidence and capability for both the manager and the employee. It reduces risk and supports better performance outcomes.
Connect with us
If you are interested in discussing how a facilitator could assist with your next performance improvement process, please feel free to connect with Katy or our team of Workplace Strategists below: