Easy method for giving feedback: “COIN”

Four steps for any feedback situation:

1. Connect to –Their goals & interests

2. Observations that are specific

3. Impact on work results

4. Next Steps: Suggestions and agreements

Depending on your feedback preferences, strengths & weaknesses, you probably find some of the steps of the above COIN Feedback™ Model come more naturally than others.

Focus on the one or two COIN steps that you are not used to using in your current approach to feedback.  For the next few weeks, jot down “practice lines” you’ll use before actually giving a person feedback.  Make sure to include the steps you might have left out—such as connecting to their goal or sharing the business impact of their actions.

Note that you can use this same approach with either positive or corrective feedback.

Example of COIN

Connect: “I know your goal is to increase your impact with customers through listening and reflecting back what they said.  You shared with me your view that many who come to us are stressed.”

Observe: “I’ve noticed this week that you seem rushed when you talked to our morning customers.  When they come up to your desk, your focus is on the computer screen, with little or no eye contact.  Some may not feel listened to.

Impact: “When they don’t feel heard, we can’t easily diagnose or address their needs.  We’d like to have our results on our customer survey reflect our super-caring attitude!”

Next Steps: “I’d like to review our active listening approach and let’s practice together in the morning before you start your day.  The two areas I’d like to suggest you work on are: eye contact and reflection of what the customer says.

Example of Positive Feedback

Connect: “We set a goal of cutting out 50% of our processing time on those forms and I know you were committed to making it happen”

Observe: “I tracked the results and found that you and your team streamlined it even further–You’ve cut out more than 60% of the average processing time!”

Impact: “This frees up more than 20 hours a week that people can spend on handling customer calls.  Also I see that it is improving morale in our group because team members aren’t so frustrated.”