Download Printable Version: Coaching Topic V - The EARN Feedback Process
- What was the situation?
- When did it happen?
- Where did it occur?
- 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
- 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.
“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.
“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?”