3. Effective Feedback & Coaching 3
Handle a
current
case
LEARN
UNDERSTAND
HANDLE
PLAN
DO
Make your
clear and
specific plan
of action
Difference
between
Coaching &
Feedback
Coaching &
Feedback
nuggets
Understand
the GROW
model
OBJECTIVE
Elements of coaching & Feedback
Methods & ways of Coaching & Feedback
Required action in a situation
Plan of action
Real
Time
4. Effective Feedback & Coaching 4
It focuses
on past
behavior
Here you
evaluate
someone’s
past work Here we tell
or advice
about what
to do
Prescribe
action
which best
works
Same action
should not be
repeated
What action
should be
taken for
future
Here you plan
for the future
development
Focused on
future
behavior
Here we help
to identify
the best
option
Move ahead
by releasing
potential
CONSIDERATION
INTENTION
ACTION
APPROACH
OUTCOME
FUTUREPAST
EVALUATIVE DEVELOPMENT
INQUIRYTELLING
CORRECTIVE CONSTRUCTIVE
GET THE
BEST
IMPROVE
FEEDBACK COACHING
7. Effective Feedback & Coaching 7
Establish the
Will for the
obstacles
First, you
decide where
you are going
(the goal)
Explore
various routes
(the options)
to your
destination
Establish
where you
currently are
(your current
reality)
8. Effective Feedback & Coaching 8
• Look at the behavior that you want to
change
• Structure this change as a Goal
• Make sure that this is a SMART goal: (Specific,
Measurable, Attainable, Realistic, and Time-bound)
• When doing this, it's useful to ask questions
like:
- How will you know that your team member has achieved
this goal? How will you know that the problem or issue is
solved?
- Does this goal fit with her overall career objectives? And
does it fit with the team's objectives?
DETAILS
WHERE
TO GO
GOAL
GROW
9. Effective Feedback & Coaching 9
This tool allows the
learner to reflect
more on their actions
The Feedback
Sandwich
‘Situation –
Behavior –
Impact’ Feedback
Tool
Pendleton’s
Model of
Feedback
• Begin with the positive feedback
• Then introduce the constructive or negative feedback
• Close with specific that which builds up the learner’s trust
and comfort
• Begin with definingthe situation the feedback refers to
• Follow this by the specific behaviors you want to address
• The last step is describing how their behaviors affected you or
others
• Highlightingpositive behaviors first
• Reinforcing these behaviors and including a
discussion of skills to achieve them
• What they could have been done differently
FEEDBACK
Minimizes any
detrimental effect
the negative and
ensures that the
learner is not
discouraged and
remains motivated to
learn
Areas of
improvement are
first identifiedby the
learner and then
followed by
discussion with the
person giving the
feedback
11. Effective Feedback & Coaching 11
• Ask your team member to describe his
current reality.
• As your team member tells you about his
current reality, the solution may start to
emerge.
• Useful coaching questions in this step
include the following:
- What is happening now (what, who, when, and how
often)? What is the effect or result of this?
- Have you already taken any steps towards your goal?
- Does this goal conflict with any other goals or
objectives?
DETAILS
WHERE
YOU ARE
GROW
REALITY
14. Effective Feedback & Coaching 14
• It's time to determine what is possible – meaning all
of the possible options for reaching the objective
• Help your team member Brainstorm. As many good
options as possible. Then, discuss these and help
his/her decide on the best ones
• By all means, offer your own suggestions in this step.
But let your team member offer suggestions first
• Typical questions that you can use to explore options
are as follows:
- What else could you do?
- What if this or that constraint were removed? Would that change
things?
- What are the advantages and disadvantages of each option?
- What factors or considerations will you use to weigh the options?
- What do you need to stop doing in order to achieve this goal?
- What obstacles stand in your way?
DETAILS
AVAILABL
E ROUTES
GROW
OPTIONS
16. Effective Feedback & Coaching 16
• Commitment is the key element for this step
• This will provide some accountability, and allow
him/her to change his approach, if the original
plan doesn’t work
• Useful questions to ask here include:
- So, what will you do now, and when? What else will you do?
- What could stop you moving forward? How will you overcome
this?
- How can you keep yourself motivated?
- When do you need to review progress? Daily, weekly,
monthly?
DETAILS
FACE THE
OBSTACLE
GROW
WILL
19. Effective Feedback & Coaching 19
A person with high
skill and high will
A person with high
Skill & low Will
A person with high
Will & low skill
A person with low
Will & low Skill
SKILL SKILL
WILLWILL
G .GOAL
R REALITY
O OPTIONS
W WILL
THE WILL SKILL MATRIX
H L
H
L
G R
W O
