How to give and receive feedback effectively

Feedback is defined as ‘the return of information about an activity or process’. In order for effective feedback to happen, staff need to have the skills to both give and receive feedback and an understanding that this is a supportive sharing of knowledge as opposed to a ‘witch hunt’. In this article we’ll take a closer look at 2 main types of feedback.

The 2 main types of feedback

Redirection

This feedback is designed to identify behaviors and performance that either do not contribute to, or hinder individual, group or organizational goals and aims. For example: poor performance and areas for improvement.

Reinforcement

This feedback is designed to identify behaviors and performance that contribute to, or add value to individual, group or organizational goals and aims. For example: good practice and positive recognition.

Both types of feedback should be discussed and shared with others where appropriate. This ensures that your organization is one that is continually learning from what they do (reflective learning).

Good practice guidelines

• Be supported by evidence
• Focus on acts, not attitude
• Be specific – don’t use general sweeping phrases such as “always” or “never”
• Goal orientated
• Directed towards the future
• Supported by an action plan
• Continual
• Multidirectional
• A discussion not statement of perceived fact
• A two way conversation
• Undertaken in a timely manner
• Not done in front of other people – unless it is part of a team feedback session i.e. a debrief
• Be clearly understood by the receiver
• A positive experience

How to receive feedback

One of the guidelines for feedback above is that it should be a two way process, therefore as a leader or manager you must be able ‘to take it as well as give it’. The feedback process should result in clarification of behavior and an action plan. This can only happen successfully if both sides communicate freely.

In order to receive feedback constructively you must:

• Listen (actively) to what is being said
• See it as an opportunity to increase communication and its channels
• Develop an action plan that is SMART (specific, measurable, agreed, realistic & timely)
• See it as a way to increase team cohesion and productivity
• Be prepared to hear about the effects of your actions (good and bad)
• See it as part of reflective learning and leadership growth

When learning about, or experiencing giving or receiving feedback, many people will have been introduced to the ‘feedback sandwich’. The ideas behind this is that you give someone ‘good news’ then tell them what you actually wanted to tell them – ‘the bad news’ and follow up with another ‘good’ comment.

However, not all experts approve of this approach. If feedback is given: correctly (fact not opinion), in a timely manner, continually, and has a follow up action (this is not necessary). This ‘sandwich’ method only adds to the impression that feedback is a negative experience and something to ‘fear’. Quite the opposite should be the case!