Managing Performance Issues: A Modern Manager’s Playbook

Underperformance is one of the hardest parts of any manager’s job, and today’s workplace makes it harder. Teams are spread across offices, homes and time zones. Performance data is everywhere, but it doesn’t always tell the full story. AI tools are changing how work gets done and how it gets measured. And employees expect fairness, flexibility and support, not just criticism.

This practical playbook gives you a clear, modern approach to spotting, addressing and resolving performance issues with confidence. You’ll learn how to identify problems early, including in remote and hybrid teams where warning signs are easy to miss. You’ll find out how to uncover the real causes behind underperformance, set expectations people actually understand, and hold honest conversations that lead to change rather than conflict.

You’ll also learn how to build Performance Improvement Plans that work, use performance data and AI tools responsibly, document issues properly, and know when and how to escalate. Throughout, the focus is on fair, consistent and legally sound practice that protects your team, your organisation and the employee.

Packed with real-world scenarios, conversation frameworks and ready-to-use templates, this course helps you act early, act fairly and turn underperformance into improvement.

Who this course is for:

• New and experienced managers and team leaders

• Managers of hybrid, remote or distributed teams

• Supervisors stepping into people-management roles

• HR business partners and L&D professionals

• Anyone responsible for managing the performance of others

LEARNING OUTCOMES

By the end of this course, learners will be able to:

1. Recognise early signs of underperformance in office-based, hybrid and remote teams.

2. Distinguish between performance, conduct and capability issues and respond to each appropriately.

3. Diagnose root causes of underperformance, including skills gaps, unclear expectations, motivation, wellbeing and workload.

4. Set clear, measurable expectations that work regardless of where or when people work.

5. Prepare for and lead constructive performance conversations, in person or by video.

6. Give specific, behaviour-based feedback that people can act on.

7. Handle defensiveness, excuses and emotional reactions calmly and fairly.

8. Design and manage an effective Performance Improvement Plan (PIP).

9. Use performance data and AI tools responsibly, avoiding bias, over-monitoring and unfair conclusions.

10. Document performance issues objectively and consistently.

11. Know when and how to involve HR and move to formal procedures.

12. Build a feedback-rich team culture that prevents performance issues from developing.

COURSE OUTLINE

Module 1: Performance Management in the Modern Workplace

• Why underperformance needs early action

• The real cost of ignoring it

• How hybrid work, AI and changing expectations have reshaped the manager’s role

• Common mistakes managers still make

Module 2: Spotting Underperformance Early

• What counts as a performance issue

• Warning signs to watch for

• Performance vs. conduct vs. capability

• Gathering objective evidence before acting

Module 3: Spotting Problems in Hybrid and Remote Teams

• Why issues stay hidden in distributed teams

• Measuring outcomes, not presence or activity

• Avoiding proximity bias

• Building visibility without micromanaging

Module 4: Finding the Root Cause

• Skills and knowledge gaps, including new tools and AI skills

• Unclear expectations or poor role fit

• Motivation and engagement

• Wellbeing, workload and burnout

• Team and organisational factors

• A simple diagnostic framework

Module 5: Setting Clear Expectations

• Defining what good looks like

• Writing SMART, outcome-based goals

• Expectations for asynchronous and flexible working

• Confirming shared understanding

Module 6: Preparing for the Performance Conversation

• Choosing the right time, setting and format

• In-person vs. video conversations

• Planning your key messages

• Anticipating reactions

• Managing your own mindset

Module 7: Leading the Performance Conversation

• A step-by-step conversation framework

• Giving specific, behaviour-based feedback

• Listening and asking powerful questions

• Agreeing next steps and support

• Example conversations and practice scenarios

Module 8: Handling Difficult Reactions

• Defensiveness and denial

• Excuses and blame

• Emotional responses

• Staying calm, fair and in control

Module 9: Performance Improvement Plans That Work

• When to use a PIP and when not to

• Key components of an effective plan

• Setting goals, timelines and checkpoints

• Coaching, training and support

• Reviewing progress and closing out the plan

Module 10: Using Data and AI Responsibly in Performance Management

• What performance data can and can’t tell you

• Using AI tools to prepare reviews, feedback and documentation

• Risks of bias, inaccuracy and over-reliance on AI

• Employee monitoring: fairness, transparency and trust

• Keeping human judgement at the centre

Module 11: Documentation and Record-Keeping

• Why documentation matters

• What to record and how

• Writing objective, factual notes

• Data privacy and confidentiality

Module 12: Escalation, Formal Procedures and Legal Considerations

• When informal approaches aren’t enough

• Working with HR

• Capability and disciplinary procedures

• Fairness, consistency and avoiding discrimination

• Reasonable adjustments and wellbeing

• When to seek specialist advice

Module 13: Preventing Future Performance Issues

• Building a culture of continuous feedback

• Effective one-to-ones and check-ins

• Recognising good performance

• Coaching for growth

Module 14: Your Performance Management Playbook

• Key takeaways

• Personal action plan

• Downloadable toolkit: conversation planner, PIP template, documentation checklist, hybrid team check-in guide, AI prompts for managers