- Negative feedback is a coaching tool
- When receiving negative feedback, employees often make excuses
- Some excuses are valid requests for help
- Every excuse is a coaching opportunity
- "Can't/because" thinking is a common form of excuse making
- The employee thinks they can't do what you're asking...
- ...because something is standing in their way
- Ex. "I can't consolidate the reports, because I don't have all the data"
- Employees avoid work they're not confident in completing
WHEN "CAN'T/BECAUSE" EXCUSES HAPPEN
- When you give direction
- When you raise standards
- When you give negative feedback
Coaching point - employees often experience "can't/because" thinking when you're giving direction and raising standards, but they don't verbalize those concerns.
- You have to be open to hearing the employee's excuse
- "If/then" coaching is a proactive planning technique
- Focus on the scenario Ex. "If you don't have all the data..."
- Then offer a solution Ex. "...then send me what you have."
- Solicit their feedback - Ex. "You've struggled to get me these reports on time. What's the challenge?"
- Empathize with the employee - Ex. "Okay, I can see why that's a problem."
- Encourage their input - Ex. "When that happens, what are some of the options you've considered?"
- Share best practices - Ex. "Others have faced this same challenge. Here's what they've done..."
- Simplify the "if/then" plan - Ex. "Sounds like the best plan is this...if you don't have all the data, then send me what you have."
COACHING POINT - Once you set the "if/then" plan, make it an expectation. Once it's an expectation, you can hold the employee accountable.