The_Essential_Manager_s_Handbook

PROVIDING FEEDBACK / 119

CONSIDER YOUR

FEEDBACK

View a feedback session

as a learning opportunity.

Even if you are being critical,

explain your point of view

and give suggestions for

improvement. Unskilled

negative feedback will leave

the recipient feeling negative

and demotivated with nothing

to build on except their

feelings of resentment.

Tip

CHECKLIST...

YES NO

1 Are you clear on what you want to say? ...........................................

2 Have you prepared a positive start and end to the feedback? .......

3 Can you be specific in your developmental feedback? ...................

4 Is this the best time to give feedback? .............................................

Preparing to give feedback

Being confident

Feedback needs to be specific. Deal with

one issue at a time rather than trying

to tackle a number of issues at once.

Be clear and direct in your comments:

for example, “The way you gave the

information and drew the diagram was

really helpful to the customer,” or “At

that moment, I thought the customer

was feeling uncomfortable because you

seemed to be imposing your values, not

just giving facts.” General comments,

such as “You were brilliant!” or “That

was awful!” do not give the recipient

any opportunities for learning.

Being realistic

Be realistic when using feedback—only

refer to actions or behaviors that the

person is able to change. You may have

to start with small steps: for example,

“It would help if you smiled more when

you speak. I’m sure this would help our

customers to feel really cared for.” Gain

agreement from each person on small

goals, and praise people for having

reached the standards you have

previously defined.

Skilled feedback gives people

information about their behavior and

leaves them with a choice about how

and if to act on it—change that is

imposed too heavily will invite some

degree of resistance. Finally, always

ask the recipient to summarize the

actions they are going to take as a

result of feedback—this helps you

to double-check their understanding

and commitment to change.

US_118-119_Providing_feedback.indd 119 30/05/16 3:02 pm