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LOGO for Workforce Enhancement Program  / Coaching, Evaluating and Delivering Constructive Feedback – Learning Series 1. Event

  • What was the situation?
  • When did it happen?
  • Where did it occur?

 2. Action

  • What was the observed behavior?
  • What specifically did they do or say?
  • Keep focus on the behavior, not the person
  • Use non-accusing tone
  • Describe without judgment

 3. Result

  • What changed (for better or worse)?
  • What was the impact or the consequence?
  • Who was affected?
  • Ensure clarity; confirm recipient understands the importance/ consequences of the behavior or performance

 4. Next Steps

  • What behaviors need to be continued or changed?
  • Make a request for a specific change and/or ask for ideas on how to improve
  • Agree on next steps

Use the EARN Feedback Process to give:

Motivational Feedback: Information provided to an employee about his or her performance with the intent of sustaining behavior that is appropriate and/or effective.

Example: 

“On today’s conference call with the Commissioner…

… you presented the status and short-term outcomes for your current project. …

… You did a commendable job, and the Commissioner is now very much aware of the value this project brings to the Agency.

… I am very proud of you and want you to continue the work you are doing to grow and develop your role on this project.”

 

Developmental Feedback: Information provided to an employee about his or her performance with the intent of changing behavior that is inappropriate and/or ineffective.

Example: 

 “During today’s monthly project status meeting…

… you were texting or emailing on your phone. …

… When we’re in meetings, it’s important that you’re engaged and contributing. If you are texting or emailing, you are distracted and not participating.

… How would you feel about leaving your phone at your desk during meetings?”