Effective Feedback (C4C)

Front

Effective or Ineffective? "I really love how creative you are"

Back

Ineffective

Answer explanation

Phrases like "I love..." focus on approval and less on the behavior. Try to avoid these comments as they will make feedback feel less personal.

Front

Effective or Ineffective?
"You should be nicer when greeting customers."

Back

Ineffective

Answer explanation

"Being nicer" is very ambiguous. Try offering specific phrases, examples or gestures that you want them to try.

Front

Effective or Ineffective? How can we find a way to make sure you're regularly on time for your shift?

Back

Effective

Answer explanation

"How can we..." sounds like you are working together on solving the problem rather than "how can you" which sounds a bit more on them.

Front

Effective or Ineffective? "I noticed you told the customer 'they are being ridiculous.' When customers start yelling like this, try de-escalating the situation by acknowledging they are upset and you hear them. Let's practice it!"

Back

Effective

Answer explanation

When correcting behavior, you must be specific. Identifying the exact phrase that is problematic and what to replace it with means you are equipping them for success!

Front

Effective or Ineffective? "It is 7:12, didn't your shift start at 7:00? It's fine, its just that this always happens... don't do it again."

Back

Ineffective

Answer explanation

Pointing out that they showed up 15 minutes late is specific but saying "all the time" isn't and is only going to cause the receiver to be defensive.

Front

Why are questions so important when offering feedback?

Back

Questions involve the receiver more, making them a part of the learning; they will have more ownership.

Front

Which of the following is the best example of positive reinforcement? Options: "You did a GREAT job today!", "I love how you handled that last customer!", "Thanks for keeping patient with that customer and saying 'I understand you're upset'", "You are amazing at working with customers, especially when they're angry!"

Back

Thanks for keeping patient with that customer and saying "I understand you're upset"