Giving Feedback is as Easy as XYZ

Posted by Kristin Baird on September 30th, 2016 • No Comments »

In our leadership workshops, we teach several tricks for on-the-spot feedback and coaching. One that is always a hit is the XYZ formula, because it’s succinct and easy to remember. It goes, “When you do X, it causes Y; I’d like you to do Z.” It’s really that simple. The main reason leaders like it so much, is that it provides a simple framework for them to organize their thoughts and statements.

This of course, is no replacement for the more in-depth coaching needed at times, but it’s a quick, on-the-spot method that brings results. For example; you have a service standard in place that sets the expectation that everyone make eye contact, and give a verbal greeting as another person approaches them. You see “Sarah,” a receptionist, looking down at her phone and not delivering on the expected standard. You can say, “Sarah, as you know, our standard is to look up, smile and greet people as they approach the desk. When you focus on your phone, you make us look unfriendly and unwelcoming. I want you to put the phone away, and focus on our patients.”

Learning and using XYZ is as easy as ABC – Always Be Coaching.

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Baird Consulting

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