The COIN Conversation Model Video

Video Transcript

Help your team member achieve long-lasting, positive change.

Giving feedback to an employee about poor performance or harmful behavior can be tricky.

At worst, it could escalate into a heated confrontation and damage work relationships.

But, with Anna Carroll's COIN Model, you can plan and structure difficult conversations and feedback in a non-confrontational way. [1] Here's how…

Context. First, establish exactly what you want to discuss, the circumstances of the issue, and the behaviors that you want to address.

But don't play the blame game! Your goal is to reach a solution, not to criticize.

Observe. Next, explain what you've observed, and only state the facts. Then let the other person respond, and listen to their side of the argument.

Keep the conversation focused on the main goal: to reach a solution.

Impact. Now outline the effects that the situation is having on others. Again, stick to the facts. Your intention isn't to "guilt trip," but rather to help the team member understand the impacts of their actions.

Next steps. Finally, suggest some ways that the team member can improve the situation. Let them contribute their own ideas, too. Together, focus on the practical steps they will need to take, and how you can support them.

With the COIN model, you can give detailed, objective feedback to your team members, and achieve positive, long-lasting change.

If you want to learn more about how to use the COIN model in your conversations, read our accompanying article.

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