Leading with Emotional Intelligence: Hands-On ... - always yours

COMMUNICATION AND EMPATHY TOOLS AND STRATEGIES 285
GIVING FEEDBACK
Set the Stage: Intention/readiness to listen
• “I’d like to talk to you about something. Will this time work?”
• “My intention is to help you develop.”
• “Can I give you some feedback?”
State the Situation: What happened and where?
• “In the meeting today . . . ”
• “When you spoke to . . . ”
• “In the report you wrote . . . ”
State the Behavior: What did you see or hear, without
interpretations?
• “When you came late to the meeting . . . ”
• “When you said . . . ”
• “Three people said . . . ”
• “I saw two errors . . . ”
• “When the report was late . . . ”
State the Impact: On multiple stakeholders and time
frames
• “The customer was disappointed . . . ”
• “Others on the team were angry . . . ”
• “This is a poor reflection on you, because . . . ”
• “The organization wondered if . . . ”
• “We lost money and time . . . ”
• “I was disappointed and embarrassed . . . ”
• “My boss asked me what was happening and was
concerned . . . ”