I love this:
Personal notes as I listen:
You have to work out your confusion. So, step one is getting “in sync” on what the standard is (i.e. expectation). Next is talking about experience while not casting blame. This allows transparency into your confusion and vice versa. Lastly, you look at the difference between the standard and what actually happened. The gap is the
And the question is whether the performance (i.e. outcomes) is acceptable or not. All of this is in an effort to discover the
truth about what is really going on.
Seems so easy in my head and yet so difficult in practice.