EMPLOYEE COUNSELING SCRIPT

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...

Reprinted with permission. © CCH