1. Handling Feedback
To convey the information needed for behavioral change, you must keep control of the session, and that means maintaining your self-control at all times. You will not accomplish much if the discussion turns into an argument, no matter whose fault that is. Any chance of the employee listening to feedback in the aftermath will be slim.
So, above all, hold on to the session: keep the tone business-like, and refuse to be drawn into an argument or a debate. In that way, you can achieve the goals we discussed in Chapter 2. Learn what good feedback is, rehearse it when preparing for a session, and maintain control of the session so that you can effectively use it.
The following guidelines ...