How to Coach Yourself and Others How To Perform On The Job Coaching | Page 84

Making a Request Using OFNR
Steps for Giving Feedback
1. Make an observation
￿ Clearly state what you see
￿ Be specific as per time and context
￿ Eliminate evaluations and judgments
“I noticed that you came in 10 minutes late today.”
Pause. - Give chance to hear what happened. - Offer empathetic listening to make sure you
understand.
2. Describe how you felt
￿ Take responsibility for your feelings
“I was frustrated….
3. Your needs / or what happed because of the behaviour (the consequences)
Are you choosing to connect or disconnect?
“because I covered the front desk until you came and I need to be efficient in getting my work
done”
Or: “because I covered the front desk until you arrived. I depend on you to serve our customers
during our open office hours.”
Pause again. - Offer empathetic listening again if appropriate.
4. Check for clarity “What do you understand I’m saying?”
“What do you understand our procedure is……..?”
5. Make a request.
￿ People always have a choice
￿ Ensure that consequences of their choices are clear
“Would you be willing to come at ___from now on?”
“Would you be willing to call me if something comes up and you’ll be more than 5 minutes late?”
Drafting Feedback for Someone I Work With
1. Make an observation “I noticed
Pause. Give chance to hear what happened. Offer empathetic listening to make sure you understand.
2. Describe how you felt: “I was”
3. Your needs / or what happed because of the behaviour (the consequences):
“because - Pause again . Offer empathetic listening again if appropriate.
4. Check for clarity: “What do you understand I’m saying?”
5. Make a request: “Would you be willing - Are you able to”

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