SBI Coaching Cards for the Floor
Recall SBI feedback moves for common call-center coaching situations.
I do not have time for a full coaching conversation between calls. Short floor coaching after a specific call or interval. Your line Use a 30-second SBI: "On [call/interval], I observed [behavior]. The impact was [customer/team effect]. What was happening there?" Skipping specificity saves seconds now but creates repeated coaching later. SBI compresses feedback without turning it into a vague label. Which feedback line is stronger after weak call notes? Compare label vs. behavior The SBI version makes the next behavior obvious. What does each SBI part do? Situation anchors the moment, Behavior names observable action, and Impact explains why…
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