Correcting with Clarity

Correcting with Clarity

Vincent Ivan Phipps
Contributing Writer
Communication VIP

Correcting someone can be painful. Being corrected can be excruciating! So how can we alleviate the discomfort on both sides? It’s simple. Give measurable information that can lead to positive measurable results.

A typical correction may sound like this:

Supervisor: I called you in my office to tell you that you are not doing very well. You must do better. I want you to knuckle down and tighten up.
Employee: O.K.
Supervisor: Do you have any questions?
Employee: No.
Supervisor: Great! I am glad we had this conversation. I will expect to see immediate improvement. That’s all, so get back out there in the field and go-go-go!
Employee: Alright.

About a week ago, I was conducting a group workshop and I gave the above example as a poor correction. Someone asked, “So what’s so bad about that? It sounded fine to me.” Before I could respond, another person in the group spoke up and said, “The employee does not know what to change. The supervisor gave zero information, and the employee asked no questions.” We all had a good laugh about how poorly we have given or received corrections.

Use information in your correction. Replace ambiguous statements with detailed information based on your expectations. Consider the following examples:

Instead of saying,You’re too slow”;
Replace with,This task took you 5 days. Company standard states it should take a maximum of 3 days.”

Instead of saying,That way isn’t good enough”;
Replace with,The method we are using will result in a production rate of 5 products/hour. For us to meet our order deadline, we will have to meet 10 products/hour or extend the deadline by 48 hours.”

Instead of saying,Shape up or ship out”;
Replace with,In the last 22 days, there have been two written complaints about your treatment of customers. If a third complaint is recorded within the next 8 days, disciplinary action according to the Employee Guidelines will be implemented.”

Using words such as: “bad,” “wrong,” “improve,” or “change,” can be misleading. Although modifications are preferred, guide the other person with information so that they know what to avoid, and you have blazed a clear trail for them to follow. Using information instead of opinions or adjectives removes the personal and emotional charge of giving corrections.

If a person has a negative attitude, they can become defensive and get angry if you say, “Your attitude needs to improve if you want to remain in this department.” They could say, “My attitude is just what this office needs.” Talking with this person while using opinions about attitude and what’s needed could lead to a never-ending discussion without being informative. The negative employee

cannot successfully argue with the number of calls, what the callers said, when they called back, or what company policy states.

Instead, you can say, “Out of the last 10 calls, 8 have called me and told me you hung up on them. One of our official policies states that customers are to always be treated with respect and courtesy. Hanging up on customers could result in additional complaints, which are recorded and sent to our headquarters. When a customer becomes aggravated, instead of hanging up on them, please forward the call to me.”

Of course depending on the severity of the situation, further repercussions may be warranted. Remember to remain informative, share facts, and when applicable, avoid emotion.

 

Vincent Ivan Phipps, is the owner and CEO (Chief Energy Officer) of Communication VIP Training and Coaching.  As an industry expert, Vincent has 21 years of experience as a professional speaker, trainer, and communication coach.  His areas of expertise include: Leadership, Conflict Resolution, Motivation, Customer Service, and Public Speaking Coaching. Vincent is the recipient of the highest earned honor awarded by the National Speakers Association, called the CSP (Certified Speaking Professional).  This recognition has only been attained by fewer than 800 professional speakers and trainers in the world! 423-485-3465, www.NoUms.com