How can you use behavioral observation scales to evaluate employee performance?

1 Step 1: Define the behaviors

The first step is to define the behaviors that you want to observe and measure in your employees. These behaviors should be observable, measurable, and related to the job tasks and goals. For example, if you are evaluating a customer service representative, you might include behaviors such as greeting customers, listening actively, resolving issues, and following up. You can use job descriptions, competency models, performance standards, or input from employees and managers to identify the relevant behaviors.

2 Step 2: Develop the scale

The next step is to develop the scale that you will use to rate the behaviors. The scale should have a clear and consistent format, such as a numerical or a descriptive scale. For example, you might use a five-point scale that ranges from 1 (never) to 5 (always), or a scale that uses labels such as poor, fair, good, very good, and excellent. The scale should also have clear and specific criteria for each level, such as examples or indicators of the behavior. For example, for the behavior of greeting customers, you might define level 5 as "greets customers warmly, introduces self, and uses customer's name", and level 1 as "does not greet customers or acknowledge their presence".

3 Step 3: Conduct the observation

The third step is to conduct the observation of the employees' behaviors. You can use different sources of information, such as direct observation, self-assessment, peer review, customer feedback, or records and reports. You should observe the employees over a period of time and in different situations, to get a comprehensive and accurate picture of their performance. You should also document the observations and provide examples or evidence of the behaviors.

4 Step 4: Provide the feedback

The final step is to provide the feedback to the employees based on the BOS ratings. You should schedule a meeting with each employee and discuss their performance in a constructive and respectful way. You should highlight their strengths and achievements, as well as their areas for improvement and development. You should also explain the rationale behind the ratings, provide specific examples of the behaviors, and ask for their input and feedback. You should also set goals and action plans for the future, and monitor and support their progress.

BOS can be a useful tool to evaluate employee performance in a fair and effective way. By using BOS, you can focus on the behaviors that matter for the job, provide consistent and objective feedback, and help your employees improve and grow.

5 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?