Coach the mislabeled shelf
Use Situation-Behavior-Impact to coach an associate after a pet product labeling error.
Coaching moment A mislabeled supplement nearly sends an adult formula home for a puppy. The associate is embarrassed and the aisle is busy. The standard matters, but blame-first coaching can hide future errors. SBI feedback Situation -> Behavior -> Impact -> Inquiry Describe the specific context, name the observable behavior, explain the impact, then ask what was happening so you can fix the process. Careless A character label that creates defensiveness. The associate can discuss the miss without debating their character. Feedback gets stronger when it is more observable. 01 Open 02 Inquire 03 Prevent SBI You pull Ben aside…
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