Deliver Impactful Feedback

Muster the Will and Master the Skill of Direct Dialogue

Could you imagine the coach of a championship team not providing feedback to the players? You would likely agree that frequent high quality feedback is required for individuals and teams to reach peak performance.

Performance feedback from a leader is truly just a conversation, or a series of conversations. Even though leaders have a lifetime of experience in conversing, it is with regular frequency that leaders reach out to us for advice on what to say to their employees.  

As well, you don’t have to be a leader for very long to notice that there is variation in how employees behave, perform, and contribute. Providing individualized feedback, positive or corrective, is a key skill to master when you are leading a diverse team toward achieving great results.

And what we learned through coaching hundreds of leaders in this skill is that providing feedback is not just about mastering the skill, but developing the courage (....we call this "mustering the will") to have these conversations.

Some performance feedback will be more formal, such as annual performance evaluations. Yet some of the most impactful performance feedback comes in the form of day-to-day conversations. This course will explore a leadership tactic we term “Direct Dialogue." Through this course, you will master these Direct Dialogue conversations: The Compliment, Positive Coaching, and the 5-Point Correction Conversation (and modified correction conversations).

Course Objective: Master the will and the skill of effective feedback in keeping with the 3:1 ratio and mentor others to do the same.

Target Audience: All levels of healthcare leaders with any level of responsibility, education or experience; and then mentoring and encouraging employees to learn and use the skill

Course Time Commitment: The estimated hours to complete the learning and the related activities are 30 hours over 30 days. A majority of time spent to complete this course will be in planning, practicing, and processing what you learn. Some learning and practice activities can be completed while not at work; other activities are to be performed while at work. You can extend the course duration to meet your specific needs. Creating new habits, such as giving regular feedback, requires an investment in learning; but also an investment in practicing what you learn.

Course Content: This eLearning course includes 19 videos (most are 3-8 minutes in length), 35 learning activities, and 19 downloadable worksheets and resources.

Beginner or Advanced Learners: If you are new to leadership or to this content, you'll want to complete every mission in this course. If you are an experienced leader and/or maybe one that has adopted some or all of these tactics after participating in our live training or reading our book, The Employee Experience, you may find select the option to SKIP missions or practice activities that are ones you have already mastered in the past.

CapstoneEDU Pricing: $99.00 one-time fee per course

When training a team of 10 or more, contact for special team pricing and team access to CapstoneEDU courses.

Sue Tetzlaff, RN, RHIA, MHA, FACHE is the co-founder & principal of Capstone Leadership Solutions, a firm specializing in assisting healthcare leaders and their teams achieve extraordinary results (even award-winning!) while reconnecting to the pride, purpose, and joy. Together with Jane McLeod, she co-authored the book, The Employee Experience: A Capstone Guide to Peak Performance.

Sue served as a senior leader in healthcare for more than 20 years before co-founding Capstone Leadership Solutions, Inc.

Quest Curriculum

  • 10 Levels
  • Coaching By Capstone
  • Community Support
  • iOS & Android
  • Level 01

    Introduction and "The Why"

    Get inspired to "just start!"

  • Level 02

    The Will

    Consider your current appetite for delivering feedback to employees and tactics for "mustering the will."

  • Level 03

    The Compliment

    Complimenting may seem easy, but it often isn't constructed and delivered in an impactful way. Increase the impact of your compliments.

  • Level 04

    Positive Coaching

    Coaching is actually a positive form of feedback, when done right. Develop a "spirit" and the skill for positive coaching.

  • Level 05

    Correction (Part I)

    Employees who chronically behave or perform at the lowest levels are having an impact on others, and results. Muster the will and master the skill to deliver the 5-Point Correction Conversation.

  • Level 06

    Correction (Part II)

    Make final preparations and actually deliver a 5-Point Correction Conversation.

  • Level 07

    Modified Correction Conversations

    The 5-Point Correction Conversation can be modified for use in other feedback situations. This level will teach you how.

  • Level 08

    Mentoring Others

    Feedback doesn't have to come just from leaders to employees. Mentor others and promote peer-to-peer feedback.

  • Level 09

    Maintain the 3:1 Ratio

    The work culture is impacted by feedback. Make it a positive impact. Assess for this and correct your approach as needed.

  • Level 10

    Wrap Up

    The course quiz, evaluations, and certificate of completion wrap up this course.

Start your journey now

Get Started!
  • 99

    One-time payment

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  • 99

    One-time payment

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Success Stories

  • Kris Allen, Chief Nursing/Operating Officer

    Mastering Direct Dialogue drives changes!

    ""I have used Direct Dialogue solutions for almost five years and continue to learn and strengthen my skill. As a senior leader in my organization, I continue to have leaders asking for support on how to have those "difficult" conversations. The layouts of these conversations are just awesome when preparing to give feedback that is impactful.""

Start your journey now

Get Started!
  • 99

    One-time payment

  • /
  • 99

    One-time payment

  • /