Performance management is often perceived as a rigid process: setting goals, checking boxes, and moving on. But the reality is far more dynamic.

At its core, performance management is about fostering alignment, driving growth, and unlocking potential—not just for the individual but for the entire team.

However, one of the most common challenges leaders face in this process is addressing underperformance.

Too often, the gap between what leaders expect and what their team members deliver isn’t due to lack of effort or capability—it’s a lack of clarity.

In this article, I’ll outline the three foundational pillars of effective performance management: clarity, feedback, and support.

By mastering these, leaders can bridge expectation gaps, tackle underperformance constructively, and empower their teams to thrive.

1. Clarity: Setting Clear Expectations

Imagine starting a journey without knowing the destination. That’s how many team members feel when expectations aren’t explicitly communicated.

While leaders often assume their team understands what’s required, the reality can be quite different.

Take the case of a mid-level manager I recently worked with. Let’s call him Erik. Erik was frustrated with his team’s repeated failure to deliver projects on time. When I asked him how he communicated deadlines, he said, “I told them to deliver quickly.”

Erik’s idea of “quickly” was within three days; his team assumed it meant within a week. This misalignment wasn’t a question of competence—it was a clarity gap.

To help Erik see this gap, I asked, “If I were to ask your team what you mean by ‘quickly,’ what would they say? Would their answer match yours?”

The lesson? Be precise.

• Set specific, measurable goals.
• Define not just the “what” but also the “why” and “how.”
• Involve team members in clarifying priorities to ensure mutual understanding.

Leaders who paint a clear picture of success eliminate guesswork and give their teams a roadmap to excel.

2. Feedback: Creating a Culture of Alignment

Feedback is the bridge that connects performance to progress. Without it, team members are left navigating in the dark, unsure if they’re on the right track. Yet many leaders avoid giving regular feedback, either because they’re unsure how to approach it or fear damaging relationships.

One tool I recommend is the SBI Model (Situation, Behavior, Impact):

• Situation: Describe the context.
• Behavior: Highlight the specific action or inaction.
• Impact: Explain the outcome or effect.

For example, instead of saying, “You need to communicate better,” you could say, “In last week’s team meeting (situation), you didn’t update us on the project’s progress (behavior), which left the team unprepared for the client presentation (impact).”

This approach keeps the conversation factual, constructive, and actionable.

Feedback should also be balanced. Acknowledge successes, not just shortcomings.

Regular, meaningful feedback fosters trust and ensures that team members feel guided, not judged.

3. Support: Coaching and Empowering Growth

Even with clear expectations and constructive feedback, team members can’t thrive without the right support. This could mean providing resources, offering additional training, or simply being available to coach them through challenges.

I once coached a leader, Anna, who was grappling with an underperforming team member, Lisa.

Anna’s first instinct was to issue warnings and escalate the issue. Instead, we explored what support Lisa might need. Anna discovered that Lisa was struggling with a new software tool—a challenge she hadn’t voiced because she didn’t want to appear incompetent.

By investing time in coaching Lisa and providing additional training, Anna not only improved Lisa’s performance but also strengthened their working relationship.

Support isn’t just about solving problems; it’s about empowering people to solve problems themselves. When leaders prioritize growth, they create teams that are resilient, capable, and motivated to excel.

The Leadership Opportunity

Performance management doesn’t have to be complicated. When leaders focus on clarity, feedback, and support, they address the root causes of underperformance and unlock their team’s potential.

Reflect on your own leadership:

• Do your team members clearly understand what’s expected of them?
• Are you providing actionable, timely feedback?
• Have you created a culture of support that fosters growth and accountability?

The gap between expectations and outcomes isn’t a reflection of your team’s capabilities; it’s an opportunity for you, as a leader, to guide them more effectively.

What’s one change you’ll make today to strengthen your performance management approach?

Kindly,

Florin

Bridging Leadership Gaps