Observe, don’t assume

Agree with the team member on a skill to observe and when their work will provide an example. Explain what you will look for and how you will use the observation in coaching.

Record what they did or said, the situation, and any help they needed. “In Tuesday’s customer call, you summarized the request and checked it with the customer before proposing a solution” describes behavior. “You care about customers” is an interpretation.

Keep observations separate from interpretations. Ask the person about context you could not see, and correct your record when the facts require it.

When you observe the agreed behavior, acknowledge it as soon as practical: “You checked the request before proposing a solution.” Give corrective feedback on the specific action that needs to change.

Observe across relevant tasks and occasions before making a broader assessment. Compare the evidence with the written criteria, including how independently the person worked. Record what you have not yet observed.