Feedback Conversation Script Using Situation-Behavior-Impact
Give clear feedback in a live conversation.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Prepare a feedback conversation. The situation: [SITUATION]. What I observed (facts): [OBSERVATIONS]. The impact on the team or customers: [IMPACT]. The person and our relationship: [PERSON_AND_RELATIONSHIP]. What I want to change: [DESIRED_CHANGE]. Use Situation, Behavior, Impact, then ask. Write: an opening that sets the purpose and asks permission (30 words); the feedback statement in three sentences, one each for situation, behavior (observable, no judgments), and impact; a question that invites their view; responses to three reactions (defensive, silence, agreement) with sample words; a request for a specific change with a time frame; and a closing that confirms next steps and a follow-up date. Include both a positive and a corrective example for my case. Add a checklist: private setting, within a few days of the event, no "always" or "never", no comparisons with others. Remind me to separate facts from interpretation, and list any facts I should verify before the conversation. If the issue may involve harassment, discrimination, or safety, advise me to involve HR first [VERIFY]. Consider the result a draft rather than legal or HR advice. An employment lawyer or HR professional in [JURISDICTION] should confirm every legal, contractual or policy point before this is used.
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Opening: "Can I share some feedback about this morning's client call? I think it will help." Situation: "In today's 10 o'clock call with Northwind." Behavior: "You interrupted Priya twice while she explained the delay." Impact: "She stopped explaining, and the client heard only part of the cause, so they asked for a second call." Ask: "How did the call feel from your side?" Request: "Next time, let her finish and note your point to raise after. Could you try that on Thursday's call?" If defensive: "I understand it was rushed. I am only describing what I saw." Close: "Let's talk after Thursday." If harassment or discrimination is involved, go to HR first [VERIFY].
Illustrative only, made-up data. Your results will differ and must be reviewed.