Workplace Communication · Level 4 of 5 · Advanced

Feedback and difficult conversations

Give and receive feedback and handle disagreement calmly.

Study notes

Specific feedback describes the situation, the behavior, and the impact. This is often called the SBI model.
Give feedback soon, in private for criticism, and focus on behavior rather than personality.
When receiving feedback, listen, ask clarifying questions, and thank the person before responding.
In a disagreement, separate the people from the problem and look for shared interests.
Use 'I' statements, such as 'I was concerned when the deadline passed', instead of blaming language.

Quiz: 6 questions

Choose one answer for each question, then check your answers. Score 5 of 6 to pass. Then enter your name and email to download a PDF certificate and have a copy emailed to you. Answers are graded in your browser.

1. SBI stands for:

Situation, Behavior, Impact Speak, Blame, Ignore Start, Build, Improve Send, Block, Inform

2. Critical feedback is usually best given:

Soon and in private Months later in public Only by email to the whole team Never

3. Which is an 'I' statement?

I was worried when the client call was missed. You always miss calls. You never care. Everyone thinks you are late.

4. When you receive feedback you disagree with, first:

Listen and ask clarifying questions Argue immediately Walk out Complain to others

5. Feedback should focus on:

Behavior and its impact Personality Appearance Rumors

6. In a conflict, looking for shared interests helps because:

It opens solutions both sides can accept It proves one side wrong It ends the job It delays forever

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