Features: The name of the model is an abbreviation of English words denoting the 4 stages of this method: Behavior – Outcome – Feelings – Future.
Situation: Evgeniya, who was recently hired to work in the customer service department, constantly violates service quality requirements: she doesn’t greet visitors, doesn’t pay attention to their requests, is rude in communication, is late for work after lunch, and doesn’t answer calls.
Example:
Behaviour. Tell Evgenia your observations about her attitude to work. Be specific, with facts, details and exact dates when incidents occurred. Try to discuss possible reasons. It happens that an employee has a rather weak idea of what the employer expects from him.
Outcome. Discuss with Evgenia nurse database the impact of her behavior (rudeness to customers, ignoring phone calls, being late for work) on the company's profits, the increase in customer complaints, and the decrease in the number of customers.
BOFF Model for Employee Feedback
Feelings . Tell us how you feel about the way Evgenia works. It really upsets you. You can discuss what other employees think when she is absent from her workplace for a long time and they have to work under increased pressure. This way, you can make Evgenia realize that her behavior is unacceptable.
Future. Talk to Evgeniya about what needs to be done to make changes in the future. The best option is to ask leading questions and wait for the employee to respond. This technique will help her take responsibility for further actions. To summarize, you should agree on exact deadlines and specific actions. Be sure to schedule the next meeting, where the results of Evgeniya's work on herself will be summarized.
SOI
Features: This is also an abbreviation: Standard – Observation – Result.
Situation: Dmitry, a technical support specialist, ignored a request to fix a problem in the company's development department.
Example:
Standard. Remind them of the standards. “Our company has a standard for timely response. The time allocated for a response to any request is a quarter of an hour. We do not say that everything must be fixed within this time. You must respond within 15 minutes that the request has been accepted and that you have begun troubleshooting . ”
Observation. Present all the facts and your observations . "The client from the company's development department has still not received a response to the request you received today at 9:30. The error has not been corrected: no access to the system . "
SOI Model for Employee Feedback
Result. Explain the impact of such employee behavior on your business, on the team, on customers: "The business development department was forced to abandon negotiations with a fairly large client. They were unable to find out all the data that was necessary for the conference. This is a very important client for our company, and we cannot allow him to leave for competitors due to inattention on the part of our employees . "
Most likely, the employee will realize all the mistakes and reconsider his behavior.
SLC
Features: Successes — Learn — Change. This type of feedback is perfect for teamwork: work of project groups in the context of summing up intermediate and final results, holding meetings.
Situation: The team working on the project has completed the initial stage of improving the system.
Example:
Ask each group member individually to identify their two best accomplishments during the project. Also, ask them to highlight a key lesson they learned and one change they need to make in the second phase. Then give each member a chance to speak.
Based on the results, identify five key achievements, two lessons learned, and one key change. The number of items in this inventory may vary depending on the number of people working on the project or other circumstances.
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8 examples of employee feedback in different situations
If a person is not interested in the result
A passive and disorganized specialist should be helped to change his or her attitude to work during feedback. Let him or her know that you have noticed his or her mood. Tell him or her that this is a concern for you and offer to help.
The following phrases may be used here:
"I've noticed that you've changed lately. Maybe I'm doing something wrong?"
"If you don't mind, I'm ready to talk to figure things out and provide you with the help you need."
In a situation where an employee has violated the deadline for completing a task
Failure to meet the task deadlines is disappointing, but it is a fact that must be accepted. Everyone must be personally responsible for their activities, so the first step is to look for the cause of what happened. Then, the employee must be motivated to meet the deadlines for solving tasks and achieving the desired result in the future. You can offer some ideas for increasing productivity.
In this case, feedback can be formulated as follows:
"The order was not completed on time, can you explain what happened?"
"It was a very important task, and if you delay the work, the whole department slows down."
"Check in advance that you have enough time and resources for the next order. You may need to plan your workload, for example, on Friday - for the following week. I used this method on one project, and it allowed me to quickly cope with a complex task."