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American Express Mock Interview

Question 28 of 35 for our American Express Mock Interview

American Express was updated by on June 14th, 2022. Learn more here.

Question 28 of 35

How would you address an employee who is underperforming?

"I would first consider the source, whether their underperformance is something I noticed or something brought to my attention by another. I'd watch from a distance, gather more information, and proceed accordingly. If it did get to the point where I had to intervene, I would give the employee who was struggling the chance to explain. I'd tell them what I observed, and explain to them I gave them the opportunity to see if the issue was recurrent or self-correcting. I'd then ask them for further insights and proceed from there. I'd offer help in any way I could. If no marked improvement happens, that will require further conversation or corrective measures."

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How to Answer: How would you address an employee who is underperforming?

Advice and answer examples written specifically for an American Express job interview.

  • 28. How would you address an employee who is underperforming?

      Why the Interviewer Asks This Question

      Any insights they can glean from your leadership approach will help them determine your impact on your team. Not only can the poor performance of an employee negatively impact the rest of the team, but how you handle that challenge has the potential to make matters even worse.

      Written by Kevin Downey on February 9th, 2022

      How to Answer

      Craft your example around the core values of the company, treating others with respect and doing what is right. This requires empathy, integrity, and transparency.

      Written by Kevin Downey on February 9th, 2022

      What NOT to Say

      Avoid strict, by the book answers, such as following the formula of 'I give them two verbal warnings, the one write-up, then a second, and if they get a third, they're fired.'

      Written by Kevin Downey on February 9th, 2022

      1st Answer Example

      "I would first consider the source, whether their underperformance is something I noticed or something brought to my attention by another. I'd watch from a distance, gather more information, and proceed accordingly. If it did get to the point where I had to intervene, I would give the employee who was struggling the chance to explain. I'd tell them what I observed, and explain to them I gave them the opportunity to see if the issue was recurrent or self-correcting. I'd then ask them for further insights and proceed from there. I'd offer help in any way I could. If no marked improvement happens, that will require further conversation or corrective measures."

      Written by Kevin Downey on February 9th, 2022

      2nd Answer Example

      "I'm a firm believer in delivering prompt, often, and specific feedback. Whether negative or positive feedback, it should always follow the formula of P.O.S. Otherwise, it's all just hearsay, with no tangible examples, or if delayed, those examples can be warped out of context. Anytime a course correction needs to happen, it should be pointed out before the ship is steered way off course."

      Written by Kevin Downey on February 9th, 2022

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "If I am the Manager of the employee and I have evidence that the employee is underperforming, I would talk to them and understand if they are going through any tough times or need any kind of help, Basically, I would help them to the extent I can. If I see no improvement and it impacts my team's performance then that matter definitely needs to be pointed out."

      Chad's Feedback

      You do well to indicate that you would approach this situation from a position of understanding, with a desire to assist the employee as much as possible. Nice work!

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