feedback
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"Avoid sweeping statements. Words such as 'always' and 'never' only make people angry, and defensive.
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Focus on major responsibilities and performance standards.
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Ask recipients to identify causes of performance problems.
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Provide feedback frequently.
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Discuss behaviors or results, not the person.
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Specify what needs to be done.
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Use both positive and negative feedback.
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Coach rather than judge.
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Fit feedback to the individual (p. 126)."
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"Don't blame people for negative outcomes.
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Don't compare people.
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Focus on behaviors, not personal characteristics.
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Attribute good performance to internal causes.
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Recognize when a team should be praised.
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Be specific about ways to improve performance.
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Allow a controlled expression of feelings.
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Increase goal clarity.
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Challenge the recipient to do better.
