In every organization, team performance ebbs and flows, and even the most accomplished employees can occasionally fall short of expectations. A skilled fractional Chief Operating Officer (COO), specializing in operational leadership on a part-time or project basis, is uniquely positioned to address these challenges.
By bringing a fresh perspective, strategic insight, and a structured approach, fractional COOs can effectively re-engage underperforming team members, turning potential setbacks into opportunities for growth.
Understanding the Role of a Fractional COO in Team Dynamics
Fractional COOs are strategic partners who step into organizations to optimize processes, improve team alignment, and drive measurable outcomes. Their limited but impactful involvement often makes them ideal for addressing sensitive issues like underperformance, as they combine an outsider’s objectivity with an insider’s commitment.
Re-engaging an underperforming team member is one of the most complex tasks they may face. However, their expertise lies in fostering trust, diagnosing root causes, and implementing tailored strategies to reignite motivation and productivity.
Steps a Skilled Fractional COO Takes to Re-engage Underperformers
Re-engaging underperformers requires a blend of empathy, strategy, and decisive action. A skilled fractional COO employs a structured approach to address challenges, foster trust, and reignite productivity within the team to increase organizational revenue. Here are steps that a skilled fractional COO can take to re-engage underperformers:
1. Lead with Curiosity and Respect
Underperformance can stem from numerous factors—personal challenges, burnout, misalignment with organizational goals, or even unclear expectations. A fractional COO begins by approaching the situation with curiosity rather than judgment.
Key Actions
- Schedule a private one-on-one conversation.
- Frame the discussion with empathy using a three-step framework:
- Observation: “Here’s what I’ve noticed about your recent performance.”
- Impact: “This is how it’s affecting the team or project.”
- Curiosity: “Is there something getting in the way of your ability to perform at your best?”
This method ensures the employee feels heard and respected while opening the door to honest communication.
2. Get to the Root Cause
A skilled fractional COO knows that superficial fixes won’t address the underlying issues. Their goal is to uncover the root cause of the underperformance, which may require multiple conversations and a patient approach.
Common Challenges Identified
- Personal issues such as health concerns or family responsibilities.
- Professional misalignments, such as lack of interest in current tasks or unclear role expectations.
- Cultural misfit within the team or organization or even their manager.
Why This Matters
Understanding the true cause allows the COO to tailor their solutions and avoid a one-size-fits-all approach that might exacerbate the problem.
3. Build Trust Through Acknowledgment
When an employee shares their struggles, it’s crucial to acknowledge the trust they’ve placed in leadership. A fractional COO excels at this by validating their concerns and committing to action.
Best Practices
- Express gratitude for their honesty: “Thank you for sharing this with me. I know it’s not easy.”
- Reassure them of confidentiality and your intention to support them.
Acknowledging their trust creates a foundation for collaboration and reinforces their value to the organization.
4. Develop Tailored Solutions
Once the root cause is identified, the fractional COO works closely with the employee to design a personalized improvement plan that addresses their unique challenges. This step is crucial because generic solutions may fail to resonate with the individual or address the specific factors affecting their performance.
Steps to Craft the Plan
- Adjust Responsibilities: Align tasks with their strengths or interests to reignite their passion for the work.
- Set Clear Expectations: Define measurable KPIs and timelines to track progress.
- Seek Their Input: Ensure the proposed plan aligns with their needs and feels achievable.
For example, if an employee is struggling with burnout, redistributing workload or offering flexible schedules might be a solution. Alternatively, if they’re disengaged, new projects that align with their career goals could make a difference.
5. Support What You Cannot Solve
Not all challenges can be resolved internally. For issues beyond the organization’s control, such as personal crises or long-term misalignment, a fractional COO focuses on providing support for a smooth transition.
Examples of Support
- Connecting the employee with external resources, such as professional counseling or career coaching.
- Assisting with exit planning, ensuring they leave on a positive note and with dignity.
This empathetic approach preserves the individual’s self-worth and leaves a lasting impression of organizational care.
6. Foster a Culture of Continuous Feedback
To prevent underperformance from recurring, fractional COOs emphasize the importance of regular feedback loops. Open communication ensures employees understand their progress and feel supported in their journey.
Implementation Tips
- Schedule regular check-ins to discuss progress and challenges.
- Encourage peer feedback to foster team cohesion and mutual accountability.
The Long-term Impact of Re-engaging Underperformers
When handled effectively, re-engaging underperformers benefits both the individual and the organization. Employees regain confidence, motivation, and clarity, while the team experiences improved morale and productivity. Moreover, the process strengthens the organization’s culture by demonstrating a commitment to empathy and growth.
Conclusion
A skilled fractional COO approaches underperformance not as a problem to be punished but as an opportunity to lead with curiosity, respect, and strategic insight. By identifying root causes, fostering trust, and implementing tailored solutions, they can re-engage team members and unlock their full potential.
Ultimately, this process reflects the organization’s dedication to its people, creating a workplace where everyone can thrive.
At ScaleUpExec, we’ve worked with dozens of businesses to support their growth. Through this experience, we’ve developed streamlined methods to ensure that:
- A COO from our team who has the perfect cultural and skillset alignment is placed into each engagement.
- A smooth onboarding experience is implemented to ensure full goal and KPI alignment
- During the tenure of an engagement, we’re consistently meeting and exceeding goals.
- At the exit point of an engagement, a thorough transition plan is executed to ensure nothing gets missed.
