Describe an issue with evidence and agree on a specific improvement.

The idea

Describe an observable event and its effect without judging the person. Invite their perspective, agree on a concrete change and set a time to check progress.

Examples

  • The last two handover notes arrived after the shift ended.
  • That meant the next team had to search for missing details.
  • What made it difficult to send the notes on time?
  • Could we agree to post them before each shift change?
  • The supplier missed Monday’s deadline, so our client received the draft late.
  • Could you share the design changes with the team before the next meeting?

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Watch out

Avoid vague labels such as calling someone careless; they do not identify the behaviour that needs to change.

Try it yourself

  1. The figures were missing from the last two reports; that is an ___. (observation / insult)

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    observation

    observation identifies specific evidence rather than a personal label.

  2. Late updates made it harder for the team to ___. (plan / plans)

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    plan

    plan states the effect on the team’s work.

  3. Let us ___ a time to discuss progress. (agree / agrees)

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    agree

    agree proposes a shared commitment to a follow-up.

Use it today

Discuss a missed handover using an observation, its effect and a specific next step.