In my most recent top tip I talked about using different types of questions to ‘funnel’ the conversation and how to ensure the manager does less of the talking and more of the listening. I also mentioned a great tool that makes the actual delivery of the feedback (the difficult bit) so much easier. It is called AID and it works like this.
A = Action.
Describe the action that you have observed.
I = Impact.
Explain the impact that the above action has had.
D = Do.
Suggest what the person should do differently in future.
The beauty of AID is that the A element keeps the feedback factual and specific as opposed to personal. There is a world of difference between “I noticed this morning that you interrupted Mr Jones twice” and “You were rude to Mr Jones”. The I element is important as it focuses on outcomes. For example “Mr Jones is a key customer and we cannot afford to lose his business”. Finally the D element is the bit that makes the feedback positive as it demonstrates that you are trying to help the individual improve.
Next time you have a difficult conversation try the AID approach. I think it will help.