Supervisor Foundations · Lesson 3.2

BE SPECIFIC ABOUT BEHAVIOR

Labels are easy.

Specific observations are more useful.

Labels include:

lazy
careless
rude
unserious
difficult
irresponsible
stubborn

Sometimes supervisors use these words because they are frustrated.

But labels can create an argument about the person.

Specific behavior creates a conversation about performance.

Instead of:

“You are careless.”

Say:

“Yesterday’s order was sent without checking the delivery address. Before dispatching the next order, verify the address against the customer record.”

Instead of:

“You are always late.”

Say:

“You arrived after your scheduled start time on Monday, Wednesday and today.”

Specificity also protects fairness.

The conversation becomes:

“What happened?”

rather than:

“What kind of person are you?”

WORKPLACE EXAMPLES

EXAMPLE 1

Label: “You are disorganized.”

Specific:

BETTER RESPONSE

“The appointment book was updated, but the online schedule was not, which created two bookings for the same time.”

EXAMPLE 2

Label: “You don’t care about customers.”

Specific:

BETTER RESPONSE

“When the customer asked for help, you continued your personal phone call for several minutes.”

EXAMPLE 3

Label: “You never listen.”

Specific:

BETTER RESPONSE

“I asked you to confirm the stock count before ordering. The order was submitted before the count was checked.”

EXAMPLE 4

Label: “You are difficult.”

Specific:

BETTER RESPONSE

“During the meeting, you interrupted two colleagues and raised your voice when they disagreed.”

Remember

Describe what happened before deciding what it says about the person.

Workplace action

Before your next corrective conversation, write down: What exactly did I observe?

Quick Check

Which feedback is most specific?