□ OBSERVE the individual and record their specific actions in Upfront. 

----------------------- CONVERSATION ----------------

□ ASK: “Do you mind if I ask you a few questions about <what you just observed>?”

□ ASK: “What do you think went well?” (or other relevant question)

   Keep asking until they say the specific actions they need to repeat. If they can’t, 

   □ SAY: “I noticed that you <specific action you observed>. You did that exactly right. Thank you and keep it up!” 

If you observed an action that needs adjustment, continue on...

□ ASK: “What might you do differently, if anything?” 

   Keep asking until they say the specific actions they need to correct. If they can’t, 

   □ SAY: “I want to help you excel at your job, and I noticed that you <specific action you observed>”. 

   □ ASK: “What is the expectation for <this specific matter>?”

      Keep asking until they say the specific action that’s expected.

      If they don’t know, clarify the specific actions they need to correct. Do not offer options or advice (“What I would do is…”). 

      If they’re not confident, provide additional practice, role-play and feedback.

      If they know the expectation and offer an excuse, coach them on their choices.

Key points to remember: