Why Do Organizations Face KPI Resistance?

All organizations face the same trouble—KPI resistance. Employees think that Key Performance Indicators are not effective in measuring their performance. How else can you evaluate them? Probably listening to their viewpoints can help. In her blog article, Stacey Barr shares tips to mellow down KPI resistance.

Reasons for KPI Resistance

Barr advocates Bob Dick’s LACE model to understand the reasons behind KPI resistance. LACE means listen, acknowledge, check, and enquire.

Listen to Get to the Root

As Oscar Trimboli says in his book “Deep Listening”, there are five ways to listen to things— ‘yourself, content, context, unsaid, and meaning’. What do you assume about the employees? What is their dominant choice of words while talking about KPI resistance? Understand how managers or leaders use those KPIs and what happens when they fail to measure up. Why are they so against the KPIs? Do they feel that managers can use those results to stop their promotion?

Acknowledge Their Concerns

Do not be that person that ignores employee concerns and goes straight to the point. You must genuinely lend an ear and make them feel heard. That is important to gradually lower employees’ KPI resistance. Furthermore, do not listen to reply but try to understand where they are coming from. When you finally answer, make it a point not to sound judgmental or threatening.

Check to Be on the Same Page

Even if you have heard intently, you might still be missing some crucial points. Confirm with them if you have understood what they meant. The earlier you seek to be on the same page, the better. They will contribute further to the issue and help you clarify their problems.

Enquire Deeper

When they talk about KPI resistance, a new set of questions will arise. For instance, if the KPIs justify their performance. Are the KPIs set to figure out where they can improve? If so, are those improvements realistic? Discover if their KPIs receive regular updates, or if they are being measured against obsolete ones.

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