Over the past few months, I’ve learnt a lot about feedback. I’ve been giving a lot of feedback on presentations delivered to me as part of an ongoing training programme.
Plus, whilst training to become an accredited coach, I’ve received lots of feedback on my coaching approach.
Here are my key lessons.
How to Give Feedback
Giving feedback is a big responsibility. Whether on a specific piece of work or someone’s performance, you’re in a position of power. In contrast, the person receiving it is feeling vulnerable, so think carefully. Do it seriously. Don’t be cavalier or random.
1 Be Balanced
It’s easy to focus on the negatives when giving feedback. After all, this is where you’re looking to improve and it’s tempting to cut to the chase. However, it’s important to be balanced. We all have a negativity bias. We tend to hear and focus on negatives rather than positives.
Therefore, people need to hear the good stuff as well as the more critical elements. Otherwise, it can feel like a destructive conversation. Usually, it’s best to start with the positives before moving on to the negatives. Some people like to end on a positive note as well.
2 Be Specific
It's hard to deal with generalities. Don’t say things ‘you always do this.’ Provide examples. Be specific about what it is you love or what needs improvement.
Back this up with evidence. Be clear on the impact it had and the consequences. Try to keep it rational, not personal.
3 Be Helpful
When criticising, don’t simply point out the negatives. Expand. Provide direction, give suggestions and ideas for the future. Say things like ‘what I want to see more of’, or ‘a way to improve could be’.
In my old agency, we used to call these ‘how to’s’ (H2s) ie ‘I’ve got a couple of how to’s for you’. Sounds clumsy, but it works.
4 Be Honest
People can tell when you’re being disingenuous unless you’re a great actor. Pretending that something was great when it wasn’t is short-lived and dangerous. Equally, failing to point out areas for development does the person no favours. It’ll store up trouble later.
Sometimes it can be hard, especially if you know the receiver will feel disappointed. However, keeping it specific, balanced and helpful will help overcome this. Equally, don’t hold back on praise when it’s merited.
How to Receive Feedback
I used to find it hard to receive feedback and tended to avoid it. If I heard something critical, however small, I used to dwell on it. My negativity bias would kick in. My insecurities were highlighted. If I felt it was unfair, I used to protest and defend myself.
Now my attitude has changed. I welcome feedback. I see it as a means of improvement. It can be hard but I try to respond rationally. This is what I’ve learnt.
1 Listen Carefully
Start with the assumption that the person giving feedback is there to help and is responding honestly. So listen attentively. Don’t interrupt. Listen to both the good stuff as well as the ‘bad stuff. Don’t argue or protest. Just take it in. Avoid an emotional reaction.
2 Clarify
If you don’t understand the feedback or if it feels vague, ask for clarification. You must be clear on what’s been said. If necessary, playback the feedback, to make sure you’ve understood.
3 Reflect
Remember, that the feedback you’re receiving is someone’s opinion. You might get different or conflicting feedback from different people. We’re all sensitive. Sometimes we hear things we don’t like or feel are unfair.
However, instead of reacting immediately, reflect honestly on what you’ve heard.
4 Act
Once you’ve reflected on your feedback, it’s time to act. If you feel it’s fair and valid. If you believe in the integrity or authority of the person giving it, make the suggested changes. Equally, you can choose not to. We’re all responsible for our actions.
In summary
Feedback is so important in helping us grow and develop. Give it freely, give it clearly, and give it honestly. Equally, ensure you ask for it regularly. When you hear it, receive it honestly and bravely. Most importantly, respond to what you hear.
The feedback is there to help you. Ignoring what you hear will leave you stuck in the same place.