Step 1 – STATE THE FACTS 

Begin feedback by focusing on the facts. What happened? State the topic or issue that the feedback will be about and provide specifics. Without the specifics, you only have praise or criticism. Observations are what you see occur; interpretations are your analysis or opinion of what you see occur. Tell what you have noticed, not what you think of it, and report the behavior you notice at a concrete level, instead of as a characterization of the behavior. Observations have a far more factual and nonjudgmental aspect than do interpretations. 

When you did this………. (stayed late and finished the task) 

Step 2 – STATE THE IMPACT 

This step involves stating the effect the behavior or action had on you or others. It can focus on the results of the behavior or action on work or how the behavior or action made you or others feel.

It resulted in …… (I was incredibly pleased and grateful) 

Step 3 – INTERPRETATION 

In this step you are stating the meanings and interpretations that you attach to the behavior or performance. Tune into the thoughts that run through your mind when you observe the action. 

The meaning I put on your action is… 

(I really see and appreciate how much you value getting the job done) 

Step 4 – CREATE A COMMON UNDERSTANDING 

This step gives the other person the opportunity to explain the reasons behind their behavior or action. It creates a 2-way dialogue and allows the other person to have input rather than simply being “told”. It always helpful to ask for their suggestions on how things can improve in the future. 

Why did you …… (why do you do this consistently?) 

Step 5– CLARIFY EXPECTATIONS 

In this step you will state the behavior you would like to see and what you want them to do. Stating this in a tone of concern communicates a sense of importance and care and provides the appropriate level of sincerity to the message. 

What I want you to do is…. (I appreciate your commitment and want to make sure we are taking advantage of your good nature and commitment)