Crystal Clear
According to Brené Brown, “Clear is ___, unclear is ___.”
Clear is kind, unclear is unkind.
This key skill involves repeating back what you’ve heard to confirm understanding.
What is paraphrasing/reflecting (active listening)?
Feedback should always be delivered in this time frame.
What is timely (as close to the event as possible)?
The best place to hold a tough conversation is _____.
What is in private?
This type of question encourages reflection and cannot be answered with yes/no.
What is an open-ended question?
Name one consequence of miscommunication in the workplace.
Confusion, disengagement, frustration, or rework.
This is what the “G” stands for in the GROW model.
What is goal?
This is the best way to ensure feedback leads to improvement and accountability.
What is setting clear follow-up actions or goals?
This is the key reason why hard conversations are necessary, even when uncomfortable.
What is to address issues early and maintain a healthy work environment?
Convert this directive into a question: “Submit your notes by Friday.”
What is “What will you need to complete your notes by Friday?”
Name one reason people struggle with clarity.
Lack of courage, weak empathy, time, modes of communication, or cultural norms.
Coaching focuses less on giving answers and more on this.
What is helping employees find their own solution?
In the SBI model, this is what the “B” stands for.
What is Behavior?
Before starting a tough talk, managers should always prepare these two things.
What are the facts and the desired outcome?
Name why good questions are important for employee growth.
What is they promote growth and development?
You’ve told an employee “do it soon.” They missed the deadline. Say what you should do differently next time.
What is set a clear timeline or due date?
An employee says, “I don’t know what to do.” Give a coaching-style response.
What is “What options do you see?” OR “What have you tried so far?”
Name one reason people dread giving critical feedback.
Fear of negative response, damaging relationships, or not knowing what to say.
You need to address an employee who often interrupts teammates. Give a good opening line.
What is “I wanted to check in about something I’ve noticed in meetings. Can we talk about it?”
This is a helpful phrase to use when giving tough feedback that shows you’re open to dialogue.
What is “Help me understand…”?
Scenario: A new policy is confusing your team. Name two steps you’d take to clarify it.
What are (1) break down the policy into simple steps and (2) check for understanding by asking team members to summarize?
Scenario: You've been working with an employee who says, "I've been doing this for years, I know what I'm doing." State your coaching response back.
What is, "I appreciate your experience and the work you’ve done. I’d like to understand your approach better. Can you walk me through why you chose to do it that way and what the impact might be?"
Scenario: A DSP provides excellent care but often speaks harshly to coworkers when stressed. You need to give feedback that addresses the communication issue without discouraging their strong performance. Give the best way to frame this feedback.
What is balancing constructive feedback with recognition, focusing on specific behaviors and their impact?
Scenario: An employee reacts defensively during a performance discussion. Give two steps you should take to de-escalate.
What are (1) pause and listen actively to their concerns, and (2) acknowledge their feelings while redirecting to the facts/solution?
Scenario: An employee’s project fell short. Instead of “Why did this fail?” ask a better question.
What is “What challenges did you run into, and what could help next time?”