Managing performance with compassion

Holding someone accountable and caring about their wellbeing aren't opposites - the best managers do both at once.

What it is

Managing performance with compassion means addressing underperformance honestly and directly, while staying curious about what might be contributing to it. Sometimes a dip in performance is about skill or motivation - but it can also be a sign of burnout, illness, grief, or a mental health difficulty. Compassionate management holds both truths without excusing poor performance or ignoring the person behind it.

Signs to notice

• A previously reliable performer suddenly missing standards
• Performance issues appearing alongside personal life changes
• Increased mistakes, forgetfulness, or difficulty concentrating
• Defensiveness or emotional reactions to feedback that seem out of proportion
• A team member avoiding you or feedback conversations altogether

What helps

• Start performance conversations with curiosity: "I want to understand what's going on before we talk about next steps."
• Separate the person from the problem - focus feedback on specific, observable behaviour.
• Ask directly: "Is there anything affecting your ability to do your job right now that I should know about?"
• If personal difficulties are shared, acknowledge them and then gently return to what support or adjustments might help.
• Keep performance expectations clear and documented, even while being compassionate - clarity is kind.
• Offer a referral to Cleared Mind alongside any performance plan, not instead of one.
• Revisit timelines and goals together rather than imposing them unilaterally where possible.

When to reach out for help

If a performance conversation uncovers a serious health, safety, or personal crisis, pause the performance process and contact HR and Cleared Mind for guidance on how to proceed appropriately.

Getting help in South Africa

Cleared Mind counsellors can support both you and your team member through this process. The SADAG Mental Health Line (011 234 4837) offers further guidance, and your HR team can advise on formal performance procedures alongside compassionate support.