The hardest part of being a manager is giving performance feedback. Giving feedback is a gift you give to others! But giving feedback can be challenging and it is human nature to put it off, sugar coat the message or hope the performance magically improves or changes.
YOU CAN BE FREE FROM THE ANXIETY! Imagine feeling confident and prepared!
You can change this skill from your Kryptonite to your SuperPower! Here is your new superpower!
The approach I am sharing with you, will make it easy for you to prepare a script and give you confidence in delivering difficult feedback.
The AEIOU format* sandwiched between a lead in and a closing sentence is a simple way for you to get your message prepared so that you can deliver a clear and concise message with confidence.
Why are you wanting to share feedback? What are you wanting to achieve? How will it be helpful to the employee, your team, the company's goals?
Identify the issue you are addressing and gather specific information.
Prepare a script of the conversation before your conversation. Don't wing it!
HERE IT IS! The AEIOU format below followed by specific examples.
Lead in Statement | Use I language, keep it short, use their name. (pregnant pause) |
A- Actions | Describe the behavior that triggered this conversation. |
E- Effects | Describe the effects of the behavior. |
I- I WANT | State clearly and specifically the desired behavior |
O- Or Else | State what negative repercussions the listener might experience if the behavior does not change |
U- YOU’LL GET | State what is in it for the listener, or in other words the benefit statement (So that you) |
Closing Sentence | yes/no one word answer Examples- Can I count on you? Will that work for you? Are we on the same page? |
*The AEIOU format is from Dan O'Connor's Communication Training website. https://www.danoconnortraining.com/ Dan also has a YouTube channel with free content. https://www.youtube.com/channel/UC5Zb02pmVD2VA7lnx8mV4gw
USE THIS! I am a big fan of one page cheat sheets. Here is a link blank AEIOU form.
5 -AEIOU EXAMPLES
Example 1- Joe- Inaccurate Work
Opening Statement | Joe, I need your help. (pause) |
A- Actions- Describe the behavior that triggered this conversation. | The form you sent me yesterday was missing key points. Specifically X, Y and Z. |
E- Effects- Describe the effects of the behavior | Even though you submitted it two days early, I had to take additional time to resolve those errors. |
I- I WANT: State clearly and specifically the desired behavior | I need you to focus on the content of your work. I would love to see you be more thorough and deliberate by taking 15 minutes to review your work before submitting it. |
O- Or Else: State what negative repercussions the listener might experience if the behavior does not change | Or else this is going to keep coming up and will result in a delay to our clients. |
U- YOU’LL GET: State what is in it for the listener, or in other words the benefit statement | If you can do what I've asked you to do, I know that you will be prepared to take on additional responsibilities you have asked for. |
Closing Statement | Can I count on you? |
Example 2- Kirby- Unprofessional Behavior (Being Precise example from Kim Scott's Radical Candor)
Opening Statement | Kirby, I am frustrated. (pause) |
A- Actions- Describe the behavior that triggered this conversation. | When we were in that meeting and you passed a note to Catherine that said ‘Check out Elliot picking his nose–I think he just nicked his brain,’ Elliot wound up seeing it. |
E- Effects- Describe the effects of the behavior | It pissed Elliott off unnecessarily, made it harder for you to work together, and was the single biggest contributing factor to our being late on this project. |
I- I WANT: State clearly and specifically the desired behavior | I need you to be focused and professional at meetings and in your communications. |
O- Or Else: State what negative repercussions the listener might experience if the behavior does not change | Or else this is going to keep coming up and prevent you from growing in this company. |
U- YOU’LL GET: State what is in it for the listener, or in other words the benefit statement | If you can do what I've asked you to do, I know that you will develop strong relationships and increase your collaboration and credibility with team mates. |
Closing Statement | Are we on the same page? |
Example 3- Bill- not meeting performance expectations
Opening Statement | Bill, I have a concern. (pause) We have met previously regarding on performance concerns on November X, 202X, (list previous dates you met with him to discuss his performance) |
A- Actions- Describe the behavior that triggered this conversation. | You are not booking your inspections or completing the ones you do book accurately. Last week you booked 2 inspections when you were instructed to book 8. Inaccuracies and omissions were found in the 2 inspections that were completed. In the XYZ inspection the A was wrong, and the steps 4-6 were not documented. In the ABC inspection, X and Y was inaccurate. |
E- Effects- Describe the effects of the behavior | When you do this, your co-workers must complete your unfinished work or correct your work in addition to their assigned workload. The missed or delayed inspections could also result in public safety issues To support you, in addition to your new hire training on the inspection process, you were retrained by a co-worker on September XX, 202X, and (Add any other specific other actions you took to help him succeed) |
I- I WANT: State clearly and specifically the desired behavior | I need you to book X number of inspections for the week of November 29, 202X, and complete the inspections by Friday, December 3, 202X. The inspections need to be completed according to the steps in the training document, Title of process document. |
O- Or Else: State what negative repercussions the listener might experience if the behavior does not change | Or else this is going to keep coming up and you will not be meeting the expectations of the position and that will result in further disciplinary action. |
U- YOU’LL GET: State what is in it for the listener, or in other words the benefit | If you can do what I've asked you to do, you will be able to successfully meet the job expectations and complete the 6-month probation period. |
Closing Statement | Bill, Can I count on you? |
Example 4- Jane- Tardiness Issues
Opening Statement | Jane, I am frustrated. (pause) |
A- Actions- Describe the behavior that triggered this conversation. | Last Tuesday you came in at 9:15 AM and your start time is clearly scheduled at 9:00 o'clock. |
E- Effects- Describe the effects of the behavior | When you do that, your coworkers must cover for you and do the work. |
I- I WANT: State clearly and specifically the desired behavior | I need you to be at your desk with your ready light on taking phone calls by 9:00AM. |
O- Or Else: State what negative repercussions the listener might experience if the behavior does not change | Or else this is going to keep coming up and prevent you from growing in this company. |
U- YOU’LL GET: State what is in it for the listener, or in other words the benefit statement | If you can do what I've asked you to do, I know that you will have a better chance of getting a promotion and possibly a higher bonus potential. |
Closing Statement | Can I count on you to do that Jane? |
Example 5- Ash- Leader- not following policies or completing performance reviews
Opening Statement | Ash, I have a concern. (pause) |
A- Actions- Describe the behavior that triggered this conversation. | You did not followed the company's hiring process for Ethan Allen or Jack Black. You did not complete the performance review for your direct reports for the March and the July review cycles. |
E- Effects- Describe the effects of the behavior | When you, as a leader at the company don't follow policies and procedures, your behavior is seen and modeled by others. Your lack of adherence diminishes the engagement of the team and reduces trust in our leaders. Not following our hiring process can leave the company open to risk and create a negative candidate experience. The team morale and performance is negatively effected when your team does not receive feedback. |
I- I WANT: State clearly and specifically the desired behavior | You are to follow the company's hiring policies with your current 2 opening and future staffing. You will complete the Q3 performance reviews for your team by the due date of October 14, 20XX and for future performance cycles. |
O- Or Else: State what negative repercussions the listener might experience if the behavior does not change | Or else, this could impact your leadership role at the company, your annual bonus and your future role at the Company. |
U- YOU’LL GET: State what is in it for the listener, or in other words the benefit statement | If you can do what I have asked you to do, you will increase your credibility, and increase the trust, engagement and productivity of your team and peers. |
Closing Statement | Ash, are we on the same page? |
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