Operations & PEOPLE // Premium Promise
START WITHOUT THE SMALL TALK When having these difficult conversations, the first few sentences matter. Because these conversations are uncomfortable, managers sometimes ease in with small talk before pivoting to the real reason for the meeting. That can feel like a bait and switch. Once the feedback begins, the friendly small talk that came first may suddenly feel fake. A more direct opening can lower the tension because the employee immediately knows why the conversation is happening. One phrase, created by a team of psychologists and later popularized by author and professor Adam Grant, frames critical feedback around expectations and confidence in the employee: “I’m giving you these comments because I have very high expectations and I know that you can reach them.” The sentence doesn’t hide what’s coming, and it tells the employee the manager believes they can meet the standard. KEEP THE FEEDBACK SPECIFIC Once the conversation is underway, the feedback itself needs to stay focused. Creative Works developed a framework called CARE around four things to cover: what happened, what the employee did, the result, and what needs to happen next. C = Context What situation are you talking about? Name the time, place and circumstances. Broad statements such as “you always do this” or “you never do that” invite an argument about every other shift. A specific example gives both people the same starting point. A = Action Describe what you observed without making assumptions about motivation or character. There’s a big difference between saying an employee failed to complete a closing task and calling that employee lazy. One describes behavior. The other assigns a personality trait. R = Result What did that action affect? Maybe another employee had to redo the work. Maybe a guest waited longer. Maybe opening tasks fell behind. Connecting the behavior to its impact helps explain why the standard matters beyond a box on a checklist. E = Expectation Be clear about what needs to happen going forward and, when appropriate, review the standard together. The employee should leave the conversation knowing what needs to change. WHAT IT SOUNDS LIKE Consider an employee who put their name next to several closing checklist tasks but didn’t actually complete them. The same situation can sound very different depending on how the manager handles it. The sugarcoated version might sound like this: “Closing checklists are important. And sometimes maybe the tasks aren’t done correctly. Obviously, you know how to do your job, and it might be nice if everything was done the right way on these checklists.” The employee may walk away wondering whether the manager was talking about them or someone else. The overly blunt version swings hard in the other direction: “You’re lazy with your closing checklists. You need to follow all the steps and actually do the tasks. If you don’t, you won’t be working here much longer.”
There’s no confusion about the problem, but the employee’s character has been attacked in the process.. Using CARE, the manager can stay specific: “Last Friday, you were on the closing shift. You signed your name next to the bathroom tasks on the closing checklist, but these tasks weren’t completed. Your teammates on the Saturday morning shift had to do this extra work, and it caused the first set of birthday parties to start late. When you close, you must complete all the tasks to the same standards we covered during training. Let’s review those standards together right now.” The employee knows exactly what happened, who was affected and what the expectation is next time. The conversation stays focused on the work rather than turning into a judgment about the person. GETTING BETTER AT THE HARD PART No framework can make a difficult conversation completely comfortable. Like any leadership skill, this gets easier with practice. The goal isn’t to make feedback painless. It’s to make it useful. When a manager can be direct without being demeaning, employees have a fair chance to correct the problem, and the rest of the team can see that the standards they’re expected to meet actually matter. The conversation you avoid today usually doesn’t disappear. It just waits for you, often with a few more problems attached.
Danny Gruening is a leading industry expert on personal development and leadership. He has worked with eight- figure amusement entrepreneurs across the United States to improve their customer experiences and create a lasting impact on their communities. As the
founder of Action Lab Leadership, he helps build resilient leaders who transform their teams, elevate their businesses, and create a life they love.
IBI magazine // November 2026 24
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