The Ladder of Feedback

VALUE

SUGGEST

Recognize strengths

Recommend strategies or resources

CLARIFY

CONCERN

Check for understanding

Identify opportunities for growth

Clarify

Check for the Navigator's understanding of the skill set, concept, or procedure you're giving feedback on. This can help you see how the Navigator interpreted the information and determine whether the challenge is due to a lack of clarity (a technical challenge) or if it's something deeper related to a belief or mindset (an adaptive challenge). Strategies for this stage include prompts like

• "Can you tell me more about yourapproach to...?"

• "Walk me through how you're doing that in SACWIS..."
• "What do you mean by...?"

Value

Verbally recognize observed strengths. Communicate to the Navigator that you recognize the value they bring. Different people feel valued in different ways--recognition during a team meeting, being told they're doing a good job, or a meaningful note. Since we all feel valued in different ways, it's important to ask your Navigators what feels best to them. Strategies for this stage include affirmations like

• "You've been so thorough in your data entry over the last couple of weeks!"
• "When you asked the family... that was such an insightful question."
• "I've noticed you seem more comfortable with..."

Concern

Identify and discussion observed opportunities for growth. Addressing concerns should be a routine part of the coaching relationship, just as much as affirming strengths! Don't wait to address a concern until it's become a big problem. It's incredibly important to discuss concerns with compassion and respect for the Navigator's abilities and efforts. Over time, as you both develop comfort with this skill, it will hopefully be seen as another way you support your Navigators. Strategies for this stage include prompts like

• "I've noticed..."
• "How might you do... differently?"
• "I don't think this is your intention, but..."

Suggest

Recommend strategies or resources to strengthen practice. During this part of the conversation, you'll ask the Navigator what ideas they have to address the challenge and recommend strategies yourself. Understanding the Navigator's practice and details about the families they serve will be helpful here. Check in with yourself regularly to be sure they you're actively listening to what the Navigator shares with you about each challenge, so that the support you recommed is truly tailored to their needs. Strategies for this stage include prompts like

• "If you had to do this over again, what might you do differently?"
• "Have you considered..."
• "What support can I provide as you work through this?"