Use a real example
Identify the ticket, action, record field, or handoff that was reviewed and describe what was observed. Avoid labels about attitude or ability that the evidence cannot support.
Explain the safer pattern
Show the expected answer, record step, or escalation question and why it matters. The note should help the specialist perform the next similar task.
Check transfer
Set a narrow follow-up sample and record whether the behavior changed. Keep policy, role, and access decisions with the manager rather than hiding them inside coaching language.