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DAYDREAM BELIEVER How to manage people who aren’t doing their best work. © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED. WHO ARE YOU? S E N I O R E N G I N E E R I N G M A N A G E R 
 V O I C E CO N N E C T I V I T Y

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PLACES I’VE WORKED • Sharethrough • AdBrite • Nokia • Live Nation • FormFactor © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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THIS TALK 1. People are different 2. Ted’s story 3. Don’t do this 4. Do this instead 5. Takeaways © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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SOME PEOPLE 
 ON YOUR TEAM AREN’T DOING WELL And you want them to improve. © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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ONE PERSON IS REALLY STAGNATING They don’t stink, but they aren’t moving forward. © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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PEOPLE ARE DIFFERENT Separate your story from theirs. © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED. YOU ARE A SECONDARY SCHOOL GUIDANCE COUNSELOR Photo by Element5 Digital

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED. GET CURIOUS ABOUT 
 WHAT THEY WANT Ask in the 1:1 ->
 “what do you want to do in 5 years? 10 years? 30?” Photo by Tina Rataj on Unsplash

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SOME PEOPLE WILL WONDER 
 “WHY ARE YOU ASKING ME THIS QUESTION?” © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED. TED’S STORY

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED. • One: “commodity trading.” • Another: “become a 
 scuba instructor.” • Another: “flip houses.” “Write down ten things 
 you really want to do 
 that don’t involve 
 your current role.”

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED. He didn't look at this job saying, "this is who I am." Like I said, people are different.

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SO WHAT DO YOU DO? © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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“ I’ll put them on a PIP 
 (personal improvement plan) 
 and let them know it’s up or out! YO U , B E I N G A L L M A N A G E R -Y © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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Main content and supporting text BEFORE YOU DO A PIP… © 2017 TWILIO, INC. ALL RIGHTS RESERVED. • Is it measurable? • Is it too hard? • Is it too easy?

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DON’T DO THIS © 2017 TWILIO, INC. ALL RIGHTS RESERVED. Yet

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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“ How often do you change…. based on what someone tells you? And how likely are you to do so when the person who 
 is trying to change you doesn’t seem fully aware of the reason you see 
 things differently? D I F F I C U LT CO N V E R S AT I O N S | S TO N E , PAT TO N , H E E N © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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PEOPLE NEED FEEDBACK © 2017 TWILIO, INC. ALL RIGHTS RESERVED. …more than they want advice.

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED. Situation, Behavior, Impact

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED. - Capture the situation, be very specific - Describe the behavior, but remove judg-ey adjectives - Acknowledge the impact, but try to use “I” statements

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED. I’ve noticed that, of the last five epics, 
 you haven’t really participated in the design phase. When these epics are announced, 
 you haven’t volunteered to participate in the design. I think of you as a really senior engineer, 
 so this has me curious about what’s going on. What do you think is going on?

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FEEDBACK 1. Situation 2. Behavior 3. Impact © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED. GIVE THEM A PROJECT … A N D R E L E VA N T, CO N S T R U C T I V E F E E D B A C K

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A R C H I T E C T U R E P R O C E S S B R O K E N W I N D O W S WHAT KIND OF PROJECTS ARE WE TALKING ABOUT? • Not trivial • But not critical, either • Collaborate with them on what it is • And give it some visibility © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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ALSO: THINK OF YOUR BOSS’ PET PROJECT You want to enhance this person’s visibility and stature. © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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FEEDBACK 1. Situation 2. Behavior 3. Impact © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED. That was really successful. Keep doing that! Use the project to highlight 
 the kind of improvement 
 you’re looking for. That wasn’t 
 as successful as 
 it could have been. 
 Here’s what I’m seeing.

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WHY GO TO ALL THIS TROUBLE? Shouldn’t you just fire that person? © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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EVERYONE CAN BE EXCELLENT 
 AT SOMETHING Maybe this job isn’t the place where they can do it © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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BEFORE YOU DECIDE TO FIRE…. © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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And have they had the chance to improve? © 2017 TWILIO, INC. ALL RIGHTS RESERVED. HAVE YOU GIVEN THEM CLEAR AND SPECIFIC FEEDBACK?

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IS THEIR PERFORMANCE 
 HURTING THE TEAM? © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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HAVE YOU SOUGHT OUT A SECOND OPINION FROM SOMEONE YOU TRUST? © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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WHAT HAPPENED WITH TED? © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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TAKEAWAYS © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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© 2017 TWILIO, INC. ALL RIGHTS RESERVED. • People are different from you • Give them a project • This might not be the right job for them 
 (but give them a project first)

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BELIEVE THEIR DAYDREAMS © 2017 TWILIO, INC. ALL RIGHTS RESERVED.

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THANK YOU! © 2017 TWILIO, INC. ALL RIGHTS RESERVED. We are hiring! http://bit.ly/twilio-calibrate