Addressing underperformance

Addressing underperformance is a key responsibility of a line manager. It involves recognising when an employee is not meeting the expected standards of their role and taking proactive steps to help them improve. Handling underperformance promptly and effectively ensures both the employee and the team can succeed, while maintaining professional standards and service delivery.

Note

Always keep clear records of performance conversations, especially if underperformance is involved.

Why it's important

  • Maintains team performance – prevents one employee’s underperformance from affecting the wider team

  • Supports employee development – gives staff the guidance and resources they need to improve

  • Protects organisational standards – ensures expectations, policies, and quality of service are upheld

  • Reduces escalation risks – early intervention prevents more serious issues later

  • Builds credibility and trust – shows fairness and accountability in management practices.

Planning your conversation

Building a strong working relationship through regular performance conversations encourages open dialogue, uncovers the reasons behind underperformance, and creates opportunities to find practical solutions together.

Note

Approach underperformance conversations constructively—focus on clarity, support, and accountability rather than blame.

Select the dropdowns to find out more.

  • Gather specific examples and evidence of underperformance

  • Confirm previous feedback or support has been provided.

  • Decide if a formal Performance Improvement Plan (PIP) is needed

  • Prepare key points and desired outcomes.

  • Describe specific behaviours or outcomes, not the person

  • Explain the impact on the team or service

  • Listen to the employee’s perspective

  • Agree on clear next steps and support.

  • Offer mentoring, training, or coaching as needed

  • Adjust workload or resources if appropriate.

  • Set milestones and timelines

  • Document discussions and agreed actions

  • Review progress and adjust the plan if needed.

Positive Performance Management Policy (HR Policy G9)

See Queensland Health’s Positive performance management HR Policy G9, Section 10 for more information on providing opportunities and support to employees for improving work performance and personal conduct.