Keep the conversation on one incident
The Center for Creative Leadership’s SBI model focuses on the situation, the observable behaviour, and its impact. Suppose someone promised a customer a date in the morning review before checking with the team. Colleagues then had to move another task at short notice. Describe what you observed and explain how you know it had that effect.
Ask what they saw
Ask, ‘What was happening from your side?’ The employee may have thought the date was already agreed. Agree to check the schedule with the person responsible for delivery before promising the next date. After the next customer conversation, take a moment to see how it went.