Personality or attitude is an integral part of the employee and it has taken them years to develop. Talking to an employee about their attitude won't necessarily change it, or if it does it could just be for show, and you may not get the desired results you wanted and the situation could possibly worsen. You need to consider personality and attitude when looking over someone's review. It shouldn't though make an impact on the way the review is done. For example, if you have someone who is not a people-person and is very shy, you would want to make sure the review does not point that out. It should say something like needs improvement in the communication style with customers. The way you approach the review period should involve knowing how one might react to the review. I think it is always important to get to know your employees and how they would react to certain situations. You never want to put someone in a situation where they do not feel comfortable.
I think what should be focused on is the employee's job behavior and how it impacts their performance, because I think job behavior can be measured objectively where attitude/personality cannot. A behavior checklist could be used to describe the employee’s job behavior in addition to critical incidents which will confirm how the behavior is impacting the employee's job performance. I do believe personality and attitude are important and should be considered, I just don't think there would be a separate section or item on their appraisal that specifically says personality or attitude with a pass or fail so to speak. I think it needs to be included in the appraisal, but it needs to be worded differently in a way that would address the behavior they are displaying. If you can improve the employee's job behavior, it should help to improve their attitude towards work. These are methods that use measurements and what you might find out is that the employee's attitude towards work could be do to lack of...