案例背景
Mr. F 是一位图书馆馆长，他长期以来秉持积极反馈和建设性评价的管理理念，以促进健康的工作环境。然而，Mr. F 在管理一名表现不佳的员工时，遇到了重大挑战。该员工连续未能按时完成图书馆安排的任务，缺席团队会议，并经常无故缺勤。该员工以健康问题和神经多样性为由解释其绩效差距，向学校的多样性与包容委员会提出了投诉，最终该投诉被驳回。该员工最后选择辞职，Mr. F 对此结果表示释然，认为该员工缺乏所需的技能和职业素养。
情境描述
绩效问题
任务延误：该员工多次未能按时完成安排的系统管理工作，这对图书馆日常运行至关重要。
缺勤问题：该员工经常未提前请假缺席，影响了团队的工作进展和协作。
同事反馈负面：同事们对该员工的职业素养表示失望，认为其缺席和延误任务增加了其他团队成员的工作负担。
Mr. F 的管理策略
提供支持和反馈
Mr. F 在一对一会谈中明确指出了具体的绩效问题，尤其是延误任务和缺席的影响。
制定了一个结构化的改进计划，包含明确的目标、每周进度审查和对健康问题的合理照顾。
强调了及时完成任务对图书馆运营效率的重要性，同时提供改进所需的资源支持。
处理敏感问题
员工提出了关于神经多样性和可能存在的偏见问题，并向学校多样性与包容委员会投诉但被驳回并转到HR处理。
Mr. F 强调，图书馆支持神经多样性的员工，但履行岗位职责对于团队合作至关重要。
保持团队士气和责任感
Mr. F 通过透明的沟通确保团队理解绩效标准和责任分配，强调公平与合作的重要性。
强调图书馆重视多样性与包容性，但也要求所有员工达到职业标准，为团队和图书馆的成功做出贡献。
最终结果
尽管 Mr. F 提供了充分支持，但该员工未能达成岗位要求，最终选择辞职。Mr. F 将此次经历作为反思管理实践的机会，并意识到招聘流程和团队文化契合度的重要性。
案例分析
面临的挑战
绩效差距：该员工在任务管理和团队协作方面存在不足，影响了图书馆的日常运营。
处理敏感问题：如何平衡履行岗位职责与尊重神经多样性及个人挑战的需求。
团队士气的影响：该员工的行为对团队士气产生了负面影响，导致同事们感到沮丧和不满。
Mr. F 管理策略的优点
以事实为依据：Mr. F 用具体实例讨论绩效问题，避免了主观评价。
支持与责任并重：他提供了资源支持的同时，明确了岗位的基本要求。
透明与公平：Mr. F 确保对投诉冷静对待不报复，并遵循图书馆的政策，同时也优先考虑团队效率和公平性。
可能的改进方向
改进招聘流程：图书馆应在招聘中更注重评估候选人的技能和团队文化契合度，以避免类似问题的发生。
明确的绩效评估标准：对关键岗位，如图书馆系统管理，设定清晰、可衡量的绩效期望，避免理解上的差异。
主动传达期望：确保所有员工了解自己的职责和标准，尤其是在图书馆这种需要高度协作的环境中。
讨论问题
图书馆领导如何平衡对员工的支持与对其履行工作职责的要求？
如何在确保神经多样性员工获得支持的同时，维持工作标准的公平性？
在面对员工提出偏见投诉时，领导应如何处理？
如何有效防止员工绩效问题对团队士气和图书馆运营产生负面影响？
学习目标
了解如何管理挑战性的员工情况，同时保持团队的积极氛围。
学习如何以公平和尊重的方式处理神经多样性等敏感问题，同时确保履行岗位职责。
探讨如何通过改进招聘和团队管理，提高图书馆的整体效能和士气。
通过这一案例，学员将深入了解学术图书馆管理中的领导挑战，特别是在绩效管理、多样性和团队动态方面。
The Art of Leadership: Managing Employee Performance and Team Dynamics in an Academic Library Setting - A Teaching Case
Case Background
Mr. F is a library director who has long adhered to a management philosophy focused on positive feedback and constructive evaluation to foster a healthy work environment. However, Mr. F faced significant challenges when managing an underperforming employee. The employee consistently failed to complete the tasks assigned by the library on time, missed team meetings, and was often absent without explanation. The employee attributed the performance gap to health issues and neurodiversity and filed a complaint with the university’s Diversity and Inclusion Committee, which was ultimately dismissed. The employee ultimately chose to resign, and Mr. F felt relieved, believing the employee lacked the necessary skills and professional qualities.
Situation Description
Performance Issues
Task Delays: The employee repeatedly failed to complete essential system management tasks on time, which were crucial to the library's daily operations.
Attendance Issues: The employee often failed to notify in advance of absences, affecting the team's progress and collaboration.
Negative Feedback from Colleagues: Colleagues expressed disappointment with the employee’s professionalism, believing that their absences and delays increased the workload for other team members.
Mr. F's Management Strategy
Providing Support and Feedback
Mr. F addressed specific performance issues, particularly the impact of task delays and absences, during one-on-one meetings.
A structured improvement plan was developed, including clear goals, weekly progress reviews, and reasonable accommodation for health issues.
Mr. F emphasized the importance of timely task completion for library operations and offered the necessary resources to support improvement.
Handling Sensitive Issues
The employee raised concerns about neurodiversity and potential bias, filing a complaint with the university’s Diversity and Inclusion Committee, which was dismissed and forwarded to HR for further action.
Mr. F emphasized that the library supports neurodiverse employees but that fulfilling job responsibilities is crucial for team collaboration.
Maintaining Team Morale and Accountability
Mr. F ensured transparent communication within the team, making sure they understood performance standards and responsibility allocations, and highlighted the importance of fairness and collaboration.
While stressing the library’s commitment to diversity and inclusion, Mr. F made it clear that all employees must meet professional standards to contribute to the success of the team and the library.
Final Outcome
Despite Mr. F providing adequate support, the employee failed to meet job expectations and ultimately chose to resign. Mr. F viewed this as an opportunity to reflect on management practices and realized the importance of the hiring process and team culture alignment.
Case Analysis
Challenges Faced
Performance Gap: The employee’s lack of task management and teamwork negatively impacted the library’s daily operations.
Handling Sensitive Issues: Balancing job performance requirements with respect for neurodiversity and personal challenges.
Impact on Team Morale: The employee’s behavior negatively affected team morale, leading to frustration and dissatisfaction among colleagues.
Strengths of Mr. F's Management Strategy
Fact-Based Approach: Mr. F addressed performance issues with specific examples, avoiding subjective evaluations.
Balancing Support and Accountability: He provided resources and support while clearly outlining the fundamental job requirements.
Transparency and Fairness: Mr. F handled complaints calmly, ensuring no retaliation and following library policies, while prioritizing team efficiency and fairness.
Possible Areas for Improvement
Improving the Recruitment Process: The library should place more emphasis on evaluating candidates’ skills and cultural fit with the team during recruitment to prevent similar issues in the future.
Clear Performance Evaluation Standards: Clear, measurable performance expectations should be set for key positions, such as library system management, to avoid misunderstandings.
Proactively Communicating Expectations: Ensure that all employees understand their responsibilities and standards, especially in a library environment that requires high collaboration.
Discussion Questions
How can library leadership balance providing support for employees while ensuring they meet their job responsibilities?
How can the library maintain fairness in work standards while supporting neurodiverse employees?
How should leadership handle complaints regarding bias from employees?
How can the library effectively prevent performance issues from negatively impacting team morale and library operations?
Learning Objectives
Understand how to manage challenging employee situations while maintaining a positive team atmosphere.
Learn how to handle sensitive issues like neurodiversity fairly and respectfully while ensuring job responsibilities are met.
Explore how improving recruitment and team management can enhance the overall effectiveness and morale of the library.
Through this case, learners will gain insight into leadership challenges in academic library management, particularly in performance management, diversity, and team dynamics.
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