Job Aid: One-Page Conversation Guide

<aside> 🖨️

Job aid for managers who completed the module The Standard Isn't Up for Discussion. The Path Back Is. Keep it open during the conversation.

</aside>

1. State the standard

You say it. Once. No questions.

What happened, as a fact
The standard it missed
The impact on the client or team
The consequence, if there is one

Frame: "On [date], [what happened]. The standard is [standard]. That meant [impact] for [who]. Because [reason], this comes with [consequence]."

2. Hand off

One sentence that ends the judgment part.

"That part isn't up for discussion. What happens next is up to you, and I want to hear how you'd approach it."

<aside> ⚠️

Don't soften step 1 to make step 2 easier. The handoff only works if the standard was clear.

</aside>

3. Coach the path back

They build it. You ask.

Paraphrase before you respond
One question at a time
Let them name the cause and the fix
Hold back your own solution

Question bank for step 3

To find the cause	To find the fix	To lock in the next step
"What got in the way?"	"What would have told you earlier it wasn't going to work?"	"What's one thing you'll do differently starting tomorrow?"
"Walk me through what happened from your side."	"What's in your control here?"	"How will you know it's working?"
"What were you weighing when you made that call?"	"If this came up again tomorrow, what would you try first?"	"When should we check in on it?"

If it gets hard

If they...	Do this
Push back on the standard	Restate it once, calmly. Don't debate it. Return to step 3.
Get upset	Name what you see ("This is frustrating to hear"), then return to what they control.
Blame someone else	Paraphrase it, then ask what they could have done differently.
Agree too quickly, or sound flat	Check in: "How are you feeling about this?" A named next step isn't the same as a committed one.

Don't coach when

A client is unsafe right now. Direct first. Coach afterward in a reflecting conversation
A mandated report is involved. Follow the requirement exactly
There's a same-day coverage gap. Solve it together now; talk about why once the client is covered

<aside> ✅

You'll know it worked when the standard was stated once and clearly, they did most of the talking, and they named their own next step in their own words.

</aside>