Give Your Two Cents with COINS, a Framework for Improving Feedback Conversations
Exchanging feedback is a vulnerable experience that we often fear. As we brace for the discomfort of direct conversation, our head races with thoughts of, “how will they interpret my message?” and “will this damage our relationship?”
Feedback, when done intentionally and carefully, is actually a rewarding experience that creates a competitive advantage for you, your team and your organization. Effective feedback leads to better employee retention, increased trust and thriving cultures where your team feels aligned, purpose-driven and invested in growth.
Use the COINS Framework to enter your next feedback conversation fully prepared. Our memorable acronym allows you to quickly gather your thoughts and deliver effective feedback that ‘sticks the landing’ and stays with your team long after.
“Feedback done well creates a competitive advantage for you, your team and your organization. ”
COINS: The Five-Part Framework for Structuring Your Feedback
Before going into your next feedback meeting, work through the COINS Framework below to deliver effective, well-received feedback.
C = Context
What specific instance(s) is your feedback referencing?
Provide the context – specific events, dates or decisions, that your feedback is addressing, so your listener can understand what you’re referring to and better integrate your feedback into future scenarios. Context helps validate the situation, make things tangible and prepare the listener, which increases the receptivity of the receiver.
O = Observation
What was the behavior you observed?
Describe the behavior in a deliberately neutral and objective way if possible, such as how a video camera might capture it. Neutral feedback reduces defensiveness and focuses on growth rather than judgement. Choose your words carefully and make sure that any editorializing, analyzing or qualifying is removed from the conversation. Just the facts are needed.
I = Impact
What impact did their behavior have?
Subjectively state the impact the behavior had on you, others or the results. When you’re sharing the impact someone’s behavior had on you, giving feedback becomes just as vulnerable as receiving it. Sharing this kind of vulnerable information about your own quirks or needs humanizes your feedback and promotes empathy and trust.
N = New Behavior
What would work better from your perspective in terms of behaviors, habits or interactions?
Offer humble, yet tangible suggestions for change your listener could implement. Instead of solely pointing out what went wrong, you’re offering actionable and positive plans for growth.
S = See What They Think
How is your feedback landing with the other person?
Open up a healthy, two-way dialogue by inviting the other person’s thoughts in. This shows that you care just as much about the relationship as you do about the feedback. Seeing what your listener thinks helps ensure your message was received in the way you intended, and creates the space to clarify and move through any misconceptions, laying the foundation for a more supportive relationship going forward.
Conclusion
Using COINS will help you build a healthy culture of feedback, which is essential for creating strong relationships – the backbone of your teams and organizations. Without regular feedback conversations, relationships can easily calcify and fail to thrive.
COINS allows you to prepare for these difficult conversations, and more effectively “give your two cents” in a way that gets through to your team members. How will you use our COINS framework this week to refine your feedback message and engage in a healthy dialogue?
If you feel your relationship has deteriorated beyond feedback, we can help. We offer mediation support for conflict-ridden teams and partnerships.
