PAPERmaking! Vol5 Nr2 2019

 PAPERmaking! g FROM THE PUBLISHERS OF PAPER TECHNOLOGY  Volume 5, Number 2, 2019 

What Does SBI-I Stand For? CCL’s widely -recognized model for delivering feedback, the Situation-Behaviour-Impact Model (SBI), is proven to reduce the anxiety of delivering feedback and also reduce the defensiveness of the recipient. SBI is simple and direct: You capture and clarify the Situation, describe the specific Behaviours observed, and explain the Impact that the person’s behaviour had on you.

How Can You Use SBI-I to Give Feedback? SBI can be used for giving both positive and negative feedback, as in these examples: 1. Situation . Describe the specific situation in which the behaviour occurred. Avoid generalities, such as “Last week,” as that can lead to confusion. Example: “This morning at the 11 a.m. team meeting…” 2. Behaviour . Describe the actual, observable behaviour . Keep to the facts. Don’t insert opinions or judgments. Example: “You interrupted me while I was telling the team about the monthly budget,” instead of “You were rude.” 3. Impact . Describe the results of the behaviour . Because you’re describing exactly what happened and explaining your true feelings – not passing judgment – the listener is more likely to absorb what you’re saying. If the effect was positive, words like “happy” or “proud” help underscore the success of the behaviour. If the effect of the behaviour was negative and needs to stop, you can use words such as “troubled” or “worried.” Example: “I was impressed when you addressed that issue without being asked” or “I felt frustrated when you interrupted me because it broke my train of thought.” This success of SBI is enhanced when the feedback, which is one-way, is accompanied by an inquiry about intent, which makes the conversation two-way:



Article 15 – Leadership 



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