Chapter 11Learn From Competency-Based Performance Review Case Studies

Judgment comes from experience—and experience comes from bad judgment.

—Walter Wriston

Walter Wriston, the former chairman of Citicorp, has a point with his quote. Most of us do learn the most from our mistakes. But, if we work on developing our interpersonal and customer skills, we can also learn from the mistakes other people make.

Important lessons can be learned from other people’s experience with performance reviews, performance discussions, and coaching sessions. Read through the case studies included in this chapter and look for examples that remind you of some of your own issues or concerns.

This chapter covers some real performance review experiences from real people. ...

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