Supervisor Foundations · Module 3
Module opening scenario
Module Opening Scenario
Grace supervises the front desk of a small hotel.
One employee, Tobi, has received two complaints this week that guests felt he was dismissive.
Grace calls him aside and says:
“You need to improve your attitude. People keep complaining about you.”
Tobi looks confused.
He asks:
“What exactly did I do?”
Grace replies:
“You know your attitude. Just fix it.”
Tobi leaves the conversation frustrated.
He knows he is expected to improve.
But he still does not know what behavior Grace wants him to change.
Opening Question
What is the biggest problem with Grace’s feedback?
Remember
If the employee cannot tell what to do differently after the conversation, the feedback may not be specific enough.