receive Body language...open body, eyes up... Focused...note-taking, listening, inquiring... Timing...not in the middle of the rush Sandwich Theory What is the Sandwich Theory? Is it reality to have 2+’s for every -? Must strike a balance between + and- And vs. but...however, the only thing wrong... these can sound the same as but Suggestions...as well as, in addition to, another thing I’ve seen.. Be specific Illustrate an exact picture for them Document action and word and situations Self Esteem Watch for there body language to change Diplomacy...choose your words carefully Ask them questions Behavior Focus on things they DO and can do something about Don’t point a problem without offering up a solution Don’t Know-Don’t Care-Can’t Do Theory Three reasons trainee fail If trainees fail then we fail Don’t know...proper training, time, materials...? Don’t Care...Why...motivation, recognition, communication...? Can’t Do...document and give feedback to managers, reassign departments... Don’t Give vague unsupported feedback...nice job, you did great today... Guess at motives...I think you did that... Force change...You should, you have to... (Behavior is style) Attack the person...I’m disappointed in you, you should know that