HEADLINES 

• 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 

• "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

1. When you give direction
2. When you raise standards
3. 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. 

"IF/THEN" COACHING 

• 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."

BEST PRACTICES 

1. Solicit their feedback - Ex. "You've struggled to get me these reports on time. What's the challenge?"
2. Empathize with the employee - Ex. "Okay, I can see why that's a problem."
3. Encourage their input - Ex. "When that happens, what are some of the options you've considered?" 
4. Share best practices - Ex. "Others have faced this same challenge. Here's what they've done..."
5. 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.