How to Effectively Use the SBI Model for Feedback

Consistent feedback at work is essential for personal and professional development, but it can be tricky to deliver in a constructive and impactful way. The SBI model (Situation-Behavior-Impact) offers a straightforward and effective method for giving feedback that is clear, objective, and actionable. In this article, we’ll explain how the SBI model helps to minimize defensiveness and encourage positive change by focusing on specific behaviors and their impact.

Developed by the Center for Creative Leadership, the SBI model stands for Situation-Behavior-Impact. It provides a structured approach for giving feedback by focusing on three key elements:

1. Situation: Describe the specific situation in which the behavior occurred.
2. Behavior: Provide an objective description of the behavior or actions taken by the person.
3. Impact: Explain the impact that the behavior had on you, the team, or the situation.

This method helps ensure that feedback is clear, factual, and avoids personal judgments or assumptions. It provides the recipient with concrete information about what they did, when it happened, and why it mattered. This can be especially helpful in developing leadership within an organization, but is a valuable method for talent development and professional growth at all levels.

Here are different examples of how the SBI model (Situation-Behavior-Impact) can be used to deliver feedback in various workplace situations:

• Situation: “During last week’s client presentation…”
• Behavior: “…you explained the project timeline clearly and addressed all of the client’s questions with confidence…”
• Impact: “…which impressed the client and helped build trust in our team’s ability to manage the project.”

• Situation: “In yesterday’s team meeting…”
• Behavior: “…you were checking your phone frequently and didn’t contribute to the discussion…”
• Impact: “…which gave the impression that you weren’t fully engaged and made it harder for the team to benefit from your input.”

• Situation: “During the one-on-one meeting last Tuesday…”
• Behavior: “…you raised your voice when disagreeing with a colleague…”
• Impact: “…which made the conversation tense and uncomfortable for everyone involved.”

• Situation: “Last Friday, when we were finalizing the report…”
• Behavior: “…you submitted your section two hours after the deadline…”
• Impact: “…which delayed the team’s ability to complete the report on time and created additional stress.”

• Situation: “In our recent brainstorming session…”
• Behavior: “…you actively listened to everyone’s ideas and asked insightful questions…”
• Impact: “…which encouraged more collaboration and helped us come up with better solutions as a team.”

• Situation: “At last week’s project kickoff meeting…”
• Behavior: “…you gave clear instructions and delegated tasks effectively…”
• Impact: “…which made the team feel confident and well-prepared to start the project.”

• Situation: “During yesterday’s meeting with the client…”
• Behavior: “…you frequently interrupted the client while they were speaking…”
• Impact: “…which made the client feel frustrated and created a tense atmosphere.”

• Situation: “On the phone with a customer last Monday…”
• Behavior: “…you remained calm and polite even when the customer was upset…”
• Impact: “…which helped de-escalate the situation and left the customer feeling heard and respected.”

Here are several key benefits to using the SBI model for feedback:

1. Provides clarity and objectivity: The SBI model encourages you to focus on specific behaviors and avoid vague or overly broad statements. This ensures that feedback is clear and based on observable actions, making it easier for the recipient to understand and accept.
2. Reduces defensiveness: By focusing on facts and the impact of specific behaviors, the SBI model helps to minimize feelings of personal attack. Employees are less likely to become defensive because the feedback is based on actions, not on personal qualities or traits.
3. Encourages reflection: When you describe the impact of a behavior, it encourages the recipient to reflect on how their actions affect others. This reflection can lead to greater self-awareness and a desire to change or improve.
4. Makes it actionable: Because the feedback is specific to behaviors, it provides clear guidance on what can be changed or improved. This makes it easier for the recipient to take corrective action or continue positive behaviors.
5. Promotes constructive conversations: The structured nature of the SBI model makes it easier to have open and constructive feedback conversations, which can improve relationships and foster a culture of continuous improvement.

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The SBI model works best when applied thoughtfully and intentionally. If you’re looking to apply this method the next time you give feedback, here are three key aspects to consider when using this framework:

Before giving feedback, it’s essential to prepare in advance by identifying the specific situation, behavior, and impact you want to address. This step ensures that the feedback is clear and objective, helping you avoid emotional or spontaneous responses that may be less effective. Preparation allows you to focus on the most relevant points and present them in a constructive manner. It also reduces the risk of overgeneralization or personal bias creeping into the conversation.

Timing is crucial when delivering feedback. It’s best to provide feedback as soon as possible after the event or behavior occurs. Immediate feedback helps ensure that the situation is still fresh in the mind of the person receiving it, making it easier for them to reflect and take action. However, if emotions are running high, it might be helpful to wait until both parties are calmer before addressing the issue. Just keep in mind that feedback that is too delayed may lose its relevance or be harder for the recipient to recall and process effectively.

While the SBI model provides structure, the tone and delivery of feedback are equally important. Ensure that your tone is neutral, calm, and professional, as this helps to create a constructive atmosphere. Avoid using accusatory language or making personal judgments, as this can lead to defensiveness. Instead, focus on being factual and supportive. Present feedback as a way to foster growth and improvement rather than criticism. Remember, how you say something can have as much impact as what you say.

Receiving feedback, especially in a professional context, can also be challenging. The SBI model not only provides structure for giving feedback, but also offers clarity for how to receive it in a constructive manner. Here are some tips for employees and managers on how to make the most of feedback using the SBI model:

When receiving feedback, it’s important to listen carefully to the specific situation, behavior, and impact being described. Rather than reacting immediately, take a moment to absorb what is being said. Pay attention to the feedback without jumping to conclusions or becoming defensive. If you’re unsure about any part of the feedback, don’t hesitate to ask clarifying questions. For example, you could ask, “Can you explain the impact of my behavior in more detail?” This will help you fully understand the feedback and what actions you can take moving forward.

Once you’ve fully understood the feedback, it’s helpful to respond constructively. Start by acknowledging the feedback and expressing appreciation for it. For example, you could say, “Thank you for the feedback. I hadn’t realized the impact that behavior was having.” This demonstrates openness and a willingness to learn. From there, you can outline any steps you plan to take to improve or continue with positive behaviors. If the feedback is about a positive action, take a moment to reflect on how you can maintain or enhance that behavior.

Through approaching SBI model feedback with a growth mindset, you not only make it easier for others to give you feedback, but you also position yourself for ongoing development and success in your role.

While the SBI model is a powerful tool, there are some common pitfalls that can undermine its effectiveness. Here’s a look at those mistakes and the strategies for avoiding them to ensure your feedback remains clear and actionable:

One of the most common issues with feedback is a lack of specificity. For instance, saying “You weren’t focused in the meeting” is vague and doesn’t give the recipient enough detail to understand what exactly needs to change. When the situation and behavior aren’t clearly defined, the person receiving the feedback may feel confused or unsure about what they did wrong.

In order to avoid this, be as specific as possible when describing the situation and behavior. Mention the exact time, location, and context. For example, you can say, “During yesterday’s 3pm team meeting, when we were discussing the project deadline….” This makes the feedback more concrete and easier to understand.

Another common pitfall is overgeneralizing behaviors or assuming someone’s intentions. Feedback such as “You always interrupt people” or “You don’t care about the team’s success” makes broad claims that can feel like personal attacks. This type of feedback often causes defensiveness and can damage relationships.

Try to focus on specific, observable actions instead of assumptions. Rather than saying, “You always interrupt,” try something like “During yesterday’s meeting, you interrupted Jane while she was presenting her ideas.” This approach keeps the feedback factual and avoids making assumptions about the person’s character or intent.

If the impact part of the SBI model (Situation-Behavior-Impact) feedback is vague or missing, the recipient may struggle to understand the consequences of their actions. Feedback like “It wasn’t helpful” doesn’t give the person enough information about the effects of their behavior, making it harder for them to grasp the importance of change.

To improve this, make sure to clearly articulate the impact of the behavior using concrete examples. For instance, “As a result, the team had to repeat the discussion, which delayed our decision-making process by 30 minutes.” This not only highlights the importance of the behavior, but also helps the recipient to understand the consequences and make changes.

The SBI model is an effective and straightforward tool for delivering feedback that is both clear and actionable. By honing in on specific behaviors and their direct impact, this model minimizes defensiveness and fosters positive change. Whether you’re recognizing excellent performance or addressing areas for growth, the SBI feedback model provides a constructive framework that supports both personal development and professional success.

Here are the key takeaways:

• Preparation is crucial. Identify the specific situation, behavior, and impact before giving feedback to ensure clarity and objectivity.
• Deliver feedback soon after the event to ensure relevance, but wait until emotions have settled if needed.
• Tone and delivery are as important as content. Keep the feedback neutral and professional to maintain a constructive atmosphere.
• Avoid vague descriptions of behavior or assumptions about intentions, focusing instead on observable actions and clear impacts.
• If you’re receiving feedback, listen carefully, ask clarifying questions, and respond constructively by acknowledging the feedback and planning improvements.
• Avoid common pitfalls. Don’t overgeneralize, be vague, or skip over the impact. Ensure feedback is actionable and focused.

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Cynthia Orduña

Cynthia Orduña is a Career and Business Coach with a background in recruiting, human resources, and diversity, equity, and inclusion. She has helped 50+ companies around the world hire and retain talent in cities like LA, SF, NY, Berlin, Tokyo, Sydney, and London. She has also coached over 300 people, from entry to senior levels, in developing their one-of-a-kind career paths, Her work has been featured in publications such as Business Insider, The Balance Careers, The Zoe Report, and more. To learn more you can connect with Cynthia on LinkedIn.