Make coaching specific and useful

For shift leads and frontline supervisors

A practical coaching conversation starts with a clear observation, makes room for the employee's perspective, and ends with an agreed next step. Use Northstar's people-management guidance for your location and role, especially where a concern is sensitive or may require formal follow-up.

Example: “I noticed the handoff checklist was missing the closing count on Tuesday and Wednesday. What got in the way? Let's agree how to complete and confirm it on the next shift.” This is illustrative sample wording, not a Northstar performance policy.

A four-part coaching conversation

  1. 1

    Describe what you observed

    Name a specific behavior or work outcome, with a relevant time or example. Avoid labels or assumptions about intent.

  2. 2

    Ask and listen

    Invite the employee's perspective with an open question, then listen without interrupting. Clarify facts before discussing a solution.

  3. 3

    Agree on one next step

    State the expected action, who owns it, and when you will check in. Confirm that the employee understands the expectation.

  4. 4

    Follow up

    Check the agreed action at the stated time and recognize progress or identify what support is still needed. Use Northstar's approved process for documenting the conversation.

Use the confirmed people-management route

Sensitive concerns and formal matters may need a different process.

Check Northstar's published people-management guidance for your role and location.

If the concern involves safety, harassment, discrimination, or another sensitive issue, use the applicable formal reporting route rather than treating it as routine coaching.

If unsure, pause and ask the designated Northstar manager or people-support role through the confirmed channel.