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APPENDIX

When taking notes
Write observations, not judgements: write about behavior - what the person said or did that can be
observed (e.g. “nice” cannot be observed; “smiling” can be observed).

When giving feedback
Report what you observed (saw and heard) NOT your judgements.
If you have ideas for improvements, make suggestions for doable actions. For example:

I saw that you didn’t use p. 15 of the Water Filters Brochure [observation]. Maybe next time try to open the
brochure on that page when you ask the question. [doable action].

I heard you say “Would you like to work for Rena Ware?”. [observation] Maybe it’s better to say “Would you
like to join my team?” [doable action].

EXAMPLE FORM

NOTES
What did they do or say?/What could they do or say?

A
Feedback questions
(name: )
Anna

Saying: “Would you like to work for Rena Ware?”

Stop:
What doesn’t work?

Eye contact!

Keep:
What works?

Saying “Would you like to join my team?”

Start:
What could work?

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