Giving & Receiving
Feedback
by Lauren Caple
What is Feedback?
- Information about past behavior.
- Delivered in the present.
- Information that may influence future behavior.
Feedback Defined
What is Feedback?
-
Feedback always says something about the giver, not necessarily about the receiver. Be curious about what's going on with the giver before you react.
- What is done with the feedback is solely in the hands of the receiver.
Two Truths about Feedback
What is Feedback?
- Feedback isn't only about pointing out negative things, it should also be given for positives things.
- Context for feedback is very important. Be specific.
- "No news is good news" is bad.
- The feedback sandwich doesn't work.
- Communication styles influence how people like to receive feedback.
Things to Keep in Mind
The Giver
The Fantasy: If feedback has all the correct ingredients in its delivery (clear, specific, timed right, non-judgmental, and speaks only to behavior) it will be accepted as given.
The Fact: No matter what it appears to be, feedback information is totally about the giver, not the receiver.
Fact vs Fantasy
The Receiver
The Fantasy: The receiver is controlled by the giver's feedback.
The Fact: The receiver is totally in control of feedback, but the control is not necessarily conscious.
Fact vs Fantasy
Feedback Steps
- Describe the behavior you want to address.
- Listen to the reaction.
- Explain the effect / impact of the behavior is having.
- Help the receiver acknowledge the problem.
(hardest step but most important)
- Develop a plan that will help the receiver adjust their actions.
- Thank the receiver.
Useful Feedback
Useful feedback is specific
"Improve your telephone skills" isn't specific enough. Neither is "You're doing great". Give examples of exactly what's bad/good.
Useful feedback should be clarified
Feedback should be a dialog. Ask questions about what happened, listen to the other person, have the recipient describe their perspective. Ensure the recipient is involved in coming up with a solution.
Useful feedback is timely
Feedback should be given ASAP depending on the situation. Don't give feedback in public/in front of others.