PIP Protocol & Performance Improvement — JD Customer Experience
Letting performance issues slide is expensive. Handling them wrong is worse.
A Performance Improvement Plan is one of the most powerful tools a manager has — and one of the most misused. When done right, it saves the employee, protects the business, and builds a culture of accountability. When done wrong, it creates legal risk, team resentment, and exits you didn't intend.
PIP Protocol & Performance Improvement is a 15-module self-paced course built by JD Customer Experience — giving supervisors and HR partners a structured, human-centred framework for managing performance at every stage.
What You'll Learn:
✅ Module 1 — What a PIP Is (and What It Isn't)
✅ Module 2 — Identifying Real Performance Gaps vs. Management Gaps
✅ Module 3 — Setting SMART Targets Inside a PIP
✅ Module 4 — Writing the PIP Document: Language, Tone & Legal Safety
✅ Module 5 — The PIP Conversation: Delivering It Without Destroying Trust
✅ Module 6 — Monitoring Progress: Check-ins, Milestones & Adjustments
✅ Module 7 — Legal & HR Compliance: What Must Be Documented
✅ Module 8 — Root Cause Analysis: Why the Agent Is Underperforming
✅ Module 9 — Building the Evidence File Before You Act
✅ Module 10 — Working With Your HR Partner Through a PIP
✅ Module 11 — Supporting Agent Wellbeing During the Process
✅ Module 12 — Managing Team Dynamics While One Member Is on a PIP
✅ Module 13 — After the PIP: Successful Completion & Continued Support
✅ Module 14 — When PIPs Fail: Navigating Emotional & Legal Challenges
✅ Module 15 — Building a PIP-Reducing Culture Through Early Intervention
How it works:
- Purchase on Selar — receive your personal access link by email within minutes
- Work through each module at your own pace
- Complete the 5-question quiz at the end of each module (pass mark: 4/5)
- Unlock your signed JD CX Certificate of Completion when all 15 modules are done — verifiable at jdcxperience.org/verify
Who is this for? Team leads, supervisors, operations managers, HR business partners, and anyone responsible for managing underperformance in a customer-facing environment.
Price: GHS 750 — One-time payment. Lifetime access. No renewals, no subscriptions.