Staff rarely fail to deliver on tasks i.e. “what they do”. Poor performance frequently results from unacceptable behaviours i.e. “how they do it.” This technique will provide you with a simple and memorable framework from which to shape those “difficult conversations”, when you need to give a member of staff some feedback to improve their performance. Conversely the technique can also be used to share and learn best practice. Hands up those who like conflict? Looking forwar