Address underperformance and conduct

This standard is about addressing underperformance and conduct issues in ways that maintain organisational standards, support wellbeing and promote fair, values-aligned practice. You assess concerns using evidence, explore underlying causes and take timely action aligned with organisational policies, procedures and legal requirements. You communicate clearly and objectively, agree on actions that support improvement or compliance, monitor progress and escalate concerns where necessary. You maintain psychological safety throughout and review outcomes to strengthen how issues are addressed. You recognise when conflict arises and take proportionate action to manage it constructively. 

This standard applies to managers and leaders at all levels across all sectors.

1. Identify early signs of underperformance and conduct issues to enable timely and proportionate action.
2. Gather and review accurate, relevant information to assess the nature, severity and impact of concerns to support fair decision-making. 
3. Assess potential causes of underperformance and conduct issues to inform proportionate and values-aligned action. 
4. Confirm role expectations, standards and required behaviours with colleagues to support clarity and consistent practice. 
5. Establish conditions for open, objective discussion about concerns to support psychological safety and constructive dialogue. 
6. Communicate concerns clearly and factually, using neutral, non-judgemental language to support understanding and reduce defensiveness. 
7. Explore colleagues’ perspectives to inform fair, proportionate and evidence-based action. 
8. Identify and address barriers affecting performance or behaviour to support safe, effective and values-aligned practice. 
9. Agree actions and outcomes that support improvement, resolution or compliance with standards to maintain organisational expectations. 
10. Provide guidance, coaching, mentoring or resources to support colleagues to meet agreed actions and improve performance. 
11. Monitor progress and impact to identify improvement, ongoing risk or further concerns requiring action. 
12. Take proportionate action when issues continue or escalate, in line with organisational policies, procedures and legal requirements, to maintain safety and accountability. 
13. Escalate concerns appropriately when required, following organisational procedures, to ensure timely and appropriate intervention. 
14. Record concerns, actions and decisions in line with organisational requirements to support accuracy, accountability and continuity. 
15. Evaluate the effectiveness of actions taken and identify opportunities to strengthen how underperformance and conduct issues are addressed. 
16. Recognise and respond to conflict proportionately to support constructive resolution and maintain safe, respectful working relationships.

1. The purpose of addressing underperformance and conduct issues in maintaining organisational standards. 
2. The different types of underperformance and conduct issues that may arise. 
3. How to identify early signs and assess the severity and impact of concerns. 
4. How to gather and use evidence to inform fair and proportionate decisions. 
5. How to explore the underlying causes of performance and behavioural issues. 
6. How to communicate concerns clearly, objectively and without judgment. 
7. How to confirm expectations, standards and acceptable behaviours. 
8. How to identify and address barriers to improvement or compliance. 
9. How to agree on actions that support improvement, resolution or compliance with standards. 
10. Methods for monitoring progress and recognising when further action is required. 
11. Organisational policies, procedures and legal or professional requirements relevant to performance and conduct. 
12. How and when to escalate concerns appropriately. 
13. Requirements for accurate and appropriate recording and documentation. 
14. How to support wellbeing and psychological safety during challenging situations. 
15. How underperformance and conduct issues affect team performance and organisational culture. 
16. How to recognise conflict and apply proportionate, constructive approaches to managing it.

The following values underpin this standard. They are integrated throughout the performance criteria and knowledge and understanding requirements and inform how individuals approach their work, make decisions and interact with others.

• Fairness – addressing issues consistently, transparently and without bias.
• Integrity – basing decisions on evidence and organisational values.
• Respect – treating colleagues with dignity during difficult situations.
• Inclusion – recognising diverse needs and reducing barriers to improvement.
• Responsibility – taking ownership of the impact of your actions and decisions.
• Courage – addressing issues promptly and constructively.

The following behaviours underpin this standard. They are integrated throughout the performance criteria and knowledge and understanding requirements and inform how individuals approach their work, make decisions and interact with others.

• Act with integrity, using evidence to inform decisions.
• Act with fairness, applying standards consistently.
• Act with objectivity, communicating concerns using factual, non-judgmental language.
• Be inclusive, recognising diverse needs and barriers.
• Take accountability for decisions and actions.
• Role-model professionalism, upholding organisational values in challenging situations.
• Practise self-care, maintaining habits that support balanced and effective leadership.