Ten Steps for Giving Feedback

Many business owners find it difficult to provide feedback to an employee who isn't performing quite as well as expected. It is frequently difficult to stay focused on providing constructive criticism that, hopefully, will lead the employee to improve. There might be a temptation to avoid putting yourself in a potentially confrontational situation. But face it, a poor employee isn't going to get better unless he or she is made aware that there is a need to improve. By concentrating on the desired results rather than the employee's perceived shortcomings, you can improve the chances of a positive outcome.

The attached file outlines the 10-step process to use when giving feedback to an employee about how he or she can improve their on-the-job performance. The emphasis is on coaching the employee to do better. Knowing what you intend to cover in a face-to-face meeting, and sticking to the agenda, is much easier if you have planned in advance.

Ten Steps for Giving Feedback

Step 1. Get to the point.

• The purpose for this meeting is....
• I asked you here to discuss.....
• I want to spend some time discussing how you....

Step 2. State why you are having this conversation.

• I have a concern about....
• A problem has occurred in......

Step 3. Describe what you know.

• I saw.....
• When I was told, I looked into the issue by......

Step 4. Describe the consequences of the continued behavior.

• If this continues, then .............
• In looking at this situation as a customer would, it appears...

Step 5. Describe how you feel about what you know.

• I am very concerned about.....
• I do not think it is right that.....
• I am upset that errors in the function keep occurring.....

Step 6. Encourage the other party to give their side of the story.

• Now, that's what I know but what is your view....
• Is that the way you saw it.....
• OK, now what is your reaction?

Step 7. Ask as many questions as you need to understand the situation from the other person's perspective.

• Well, how do you know that....
• And then what happened ?
• If you did that, then why did....

Step 8. Decide what specific actions must be done, when and communicate that to the other party.

• I believe you must....
• In the next meeting, as Point 4 in the agenda, you will....

Step 9. Summarize the conversation.

• Let’s recap, you will.....and I will......

Step 10. Follow up.

• I will contact you next...............