Use a Three-Step Process when Providing Feedback

#4, April 22, 2008

Employees need to know how they are performing. A good leader knows how to give feedback to his or her team members in a way that increases commitment and accountability. Many leaders do not give team members feedback, especially negative feedback, because they don't know how to do it without being critical and getting a defensive reaction.

I was not good at giving negative feedback either; that's why I developed a three-step process I've called the Giving Feedback Model:

    An Observation: describe the behavior or event you want to provide feedback about in a non- judgmental way.

    The Outcome: communicate the impact of the behavior or event on you or on others, and,

    A Request: ask for what you would like to see in the future.

Here is an example: "Bill, when you were late for our team meeting again today (the observation), I was very disappointed (outcome). We've talked about this a number of times now, about how you really inconvenience the rest of the team when you are late (more outcome). I want you to make a commitment to me and the rest of the team that you will be on time for our meetings in future (the request)."

Remember not to wait too long after the event before providing the appropriate feedback. I use a "24-hour rule" as a guide. By providing feedback within 24 hours, you don't delay too long while also affording yourself enough time to think though what you are going to say. People appreciate knowing sooner rather than later, and you don't want any negative feelings to build up while you stew over it.

Leader's who don't give team members feedback about how they are performing-both positive and constructive feedback-leave employees working in an information vacuum. This uncertainty can lead to decreased engagement and the lost opportunity to gain improved performance.

Practice the application of the Giving Feedback Model by reviewing feedback you have given to others in the past that they reacted defensively to. How would you give that feedback now using this model? By using this three-step process, you will provide your team members with constructive feedback that does not strike a blow to their self esteem.

Next week, we will look at the flip side of this model: how to receive feedback without getting defensive.

Keep reading our Weekly Leadership Tips for ways you can create a work environment where all team members are engaged, committed to your organization, and passionate about doing a great job every time.

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© 2007 Keith Ayers. All rights reserved.

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