HOW TOGIVE FEEDBACK
WHEN SOMEBODY’S WRONG
DO YOU DREAD GIVING NEGATIVE/CORRECTIVE/
CONSTRUCTIVE FEEDBACK?
DO YOU DREAD GIVING NEGATIVE/CORRECTIVE/
CONSTRUCTIVE FEEDBACK?
Here’s how to ensure it’s a win-win for both of you.
FIRSTLY, CLEAR YOUR CONSCIENCE
Understand it’s okay to give negative feedback.
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A Gallup Inc. study found that employees who receive negative
feedback from their managers are 20 times more likely to be engaged at work than their co-workers who are
receiving little to no feedback.
DID YOU KNOW
1 • CLEAR YOUR CONSCIENCE
1 • CLEAR YOUR CONSCIENCE
TAKE IT FROM BILL:
We all need people who will give us feedback. That’s how we improve.
-BILL GATES
1 • CLEAR YOUR CONSCIENCE
TAKE IT FROM BILL:
We all need people who will give us feedback. That’s how we improve.
-BILL GATES
OR FROM STEVE IF YOU WISH:
My job is not to be easy on people. My job is to make them better.
-STEVE JOBS
AND IF YOU’RE STILL NOT CONVINCED...
...in the Harvard Business Review, a survey of 900 global employees found that 57%
of respondents prefer corrective feedback to praise and recognition.
1 • CLEAR YOUR CONSCIENCE1 • CLEAR YOUR CONSCIENCE
1 • CLEAR YOUR CONSCIENCE
Feedback is the breakfast of champions.- AUTHOR AND MANAGEMENT EXPERT,
KEN BLANCHARD
1 • CLEAR YOUR CONSCIENCE
1 • CLEAR YOUR CONSCIENCE
Feedback is the breakfast of champions.- AUTHOR AND MANAGEMENT EXPERT,
KEN BLANCHARD
YOU JUST NEED TO SERVE IT RIGHT.
1 • CLEAR YOUR CONSCIENCE
THESE INGREDIENTS ARE OUT:
1 • CLEAR YOUR CONSCIENCE
THESE INGREDIENTS ARE OUT: • Assigning blame • Sugarcoating• Beating around the bush • Passive-aggression • Sarcasm • Indirect threats• “I’m right, you’re wrong” • One-way conversations• Character assassinations
1 • CLEAR YOUR CONSCIENCE
THESE INGREDIENTS ARE IN:
1 • CLEAR YOUR CONSCIENCE
THESE INGREDIENTS ARE IN: • Honest • Straightforward • Immediate
1 • CLEAR YOUR CONSCIENCE
Criticism may not be agreeable, but it is necessary. It fulfils the same
function as pain in the human body. It calls attention
to an unhealthy state of things.– WINSTON CHURCHILL
PICK THE RIGHT CHANNEL
Use the channel that’ll give you maximum room for honesty,
and minimum room for misunderstandings.
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WHAT NOT TO USE:
2 • PICK THE RIGHT CHANNEL
WHAT NOT TO USE:
Email Phone
2 • PICK THE RIGHT CHANNEL
WHAT NOT TO USE:
Words can be misconstrued, and the message can easily be received in a negative way.
Email Phone Social Media
2 • PICK THE RIGHT CHANNEL
TO ENSURE A POSITIVE OUTCOME, GO SOMEWHERE PRIVATE AND TALK TO THEM
FACE-TO-FACE.
THROW THE OLDSANDWICH AWAY
It will do more harm than good.
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POSITIVE FEEDBACK
3 • THROW THE OLD SANDWICH AWAY
POSITIVE FEEDBACK
NEGATIVE FEEDBACK
3 • THROW THE OLD SANDWICH AWAY
POSITIVE FEEDBACK
NEGATIVE FEEDBACK
POSITIVE FEEDBACK
3 • THROW THE OLD SANDWICH AWAY
THE SANDWICH TECHNIQUE:“Thanks for getting that article back to me
on time. Unfortunately the whole thing was wrong and you’ll have to start over.
But you have been doing so well this week and I’m really proud of you. “
3 • THROW THE OLD SANDWICH AWAY
THE SANDWICH TECHNIQUE:“Thanks for getting that article back to me
on time. Unfortunately the whole thing was wrong and you’ll have to start over.
But you have been doing so well this week and I’m really proud of you. “
Rather get straight to the point
3 • THROW THE OLD SANDWICH AWAY
TOO MANY PEOPLE SEE THROUGH THE “SANDWICH” NOW. IT MAKES YOU SOUND
INSINCERE, AND DILUTESTHE MESSAGE.
GIVE THEM AN SBI
Use the Situation BehaviourImpact Technique.
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SITUATION Put the feedback into context by telling them where and when the situation occurred.
4 • GIVE THEM AN SBI
SITUATION Put the feedback into context by telling them where and when the situation occurred.
Yesterday afternoon, when we were having our weekly meeting…
4 • GIVE THEM AN SBI
BEHAVIOURDescribe the specific behaviour that took place.
4 • GIVE THEM AN SBI
BEHAVIOURDescribe the specific behaviour that took place.
...I noticed you struggled to find your notes, and came ten minutes late.
4 • GIVE THEM AN SBI
BEHAVIOURDescribe the specific behaviour that took place.
...I noticed you struggled to find your notes, and came ten minutes late.
Always focus on the behaviour never the person. This keeps things
from getting personal.
TIP
4 • GIVE THEM AN SBI
IMPACT Use “I” statements to describe how their behaviour has affected you or the team.
4 • GIVE THEM AN SBI
IMPACT Use “I” statements to describe how their behaviour has affected you or the team.
I felt embarrassed because the entire board was there. I’m concerned this has impacted the team’s reputation.
4 • GIVE THEM AN SBI
IMPACT Use “I” statements to describe how their behaviour has affected you or the team.
I felt embarrassed because the entire board was there. I’m concerned this has impacted the team’s reputation.
Don’t hide behind “we” statements. Always speak from your point of view.
This keeps it honest.
TIP
4 • GIVE THEM AN SBI
Negative feedback can make us bitter or better.
– ROBIN SHARMA
STICK TO THE FACTS
COGNITION > EMOTION
Don’t let your sentiments derail the conversation. Stay objective by backing your feedback with facts.
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DONT SAY:
“Your bad behaviour is getting on everybody’s nerves!”
5 • STICK TO THE FACTS
RATHER SAY:DONT SAY:
“Your bad behaviour is getting on everybody’s nerves!”
“Over the past two days, I’ve received five complaints about
you sleeping at your desk.”
5 • STICK TO THE FACTS
Raise your words, not your voice. It is the rain that grows flowers,
not thunder. – RUMI
USE THE MAGICAL PHRASE
Understand that every word you weave into your feedback can have
a powerful effect.
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A team of psychologists from Yale, Columbia, Stanford, and elsewhere, found that this simple phrase makes
feedback 40% more effective:“I’m giving you these comments because I have very high expectations and I know
that you can reach them.”
DID YOU KNOW
6 • USE THE MAGICAL PHRASE
IT WORKS BECAUSE IT SIGNALS TO THEM:
They’re part of a team
1 2 3
6 • USE THE MAGICAL PHRASE
IT WORKS BECAUSE IT SIGNALS TO THEM:
They’re part of a team
There are high standards
1 2 3
6 • USE THE MAGICAL PHRASE
IT WORKS BECAUSE IT SIGNALS TO THEM:
They’re part of a team
There are high standards
You believe they can reach
those standards
1 2 3
6 • USE THE MAGICAL PHRASE
It has long been an axiom of mine that the little things are infinitely
the most important.– ARTHUR CONAN DOYLE
OFFER A CLEAR SOLUTION
Leave them with specificdirections as to how they can
rectify their behaviour.
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DONT SAY:
“Don’t ever do that again.”
7 • OFFER A CLEAR SOLUTION
DONT SAY:
“Don’t ever do that again.”
RATHER SAY:
"I want you to follow the guidelines word for word
in future."
7 • OFFER A CLEAR SOLUTION
Problem talk creates problems.Solutions talk creates solutions.
– AUTHOR AND PSYCHOTHERAPIST, STEVE DE SHAZER
FINALLY, LEVEL THE PLAYING
FIELD
Mastering feedback isn’t just about giving it.
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Forbes found that employees are 74% more engaged when their managers ask
for feedback on their performance.
DID YOU KNOW
8 • FINALLY, LEVEL THE PLAYING FIELD
IF YOU REALLY WANT TO GROW A FEEDBACK CULTURE,
LEAD BY EXAMPLE, AND INVITE IT.
WHAT ELSE DO YOU WANT TO LEARN TODAY?
www.getsmarter.ac
IMPROVING LIVES THROUGH BETTER EDUCATION