Free Customer Success Tool - De-escalation Framework: SBI Feedback Model (Situation, Behavior, Impact)

Optimal Use Cases for the SBI Feedback Model in Professional and Personal Development

SBI Feedback Model is best for delivering precise, objective, and actionable feedback in professional and personal settings to promote growth and understanding.

Understanding the SBI Feedback Model Framework Process

1. Situation:

   Describe the specific context where the behavior occurred.

   • Example: "During yesterday's team meeting at 2 PM..."
   • Action: Set a clear and factual context to anchor the feedback.
2. Behavior:

   Focus on the observed behavior without interpretation or judgment.

   • Example: "...you interrupted while others were presenting."
   • Action: Stick to observable facts to avoid defensiveness.
3. Impact:

   Explain the effect of the behavior on others or the situation.

   • Example: "...this caused some team members to feel unheard, slowing the discussion."
   • Action: Highlight the consequences to promote understanding and encourage change.

SBI Feedback Model Framework Examples in Professional and Personal Situations

• Positive Feedback:
  • Situation: "During the client pitch last Thursday..."
  • Behavior: "...you presented the solution with confidence and clarity."
  • Impact: "...this helped secure the client’s trust and commitment."
• Constructive Feedback:
  • Situation: "In the project update meeting on Monday..."
  • Behavior: "...you didn’t provide status updates for your tasks."
  • Impact: "...this led to delays in aligning team priorities."

Online Resources for Mastering the SBI Feedback Model Framework

• Center for Creative Leadership (CCL): Offers resources and training on the SBI model. ccl.org
• SBI Feedback Templates: Printable and digital formats for structured feedback. templateshub.org

Advantages of the SBI Feedback Model Framework

• Clarity: Provides specific and actionable feedback, reducing ambiguity.
• Objectivity: Focuses on facts rather than opinions or assumptions.
• Encourages Growth: Helps recipients understand the impact of their actions and how to improve.

Disadvantages of the SBI Feedback Model Framework

• Limited Scope: May not address deeper issues like underlying motivations or systemic problems.
• Time-Consuming: Requires preparation to ensure feedback is specific and impactful.
• Recipient Readiness: Effectiveness depends on the recipient's openness to feedback.

By using the SBI Feedback Model, individuals can foster constructive dialogue, enhance relationships, and drive personal and professional development.