Use a Three-Step Process when Receiving Feedback

#5, April 29, 2008

Receiving positive feedback is easy. But if the feedback is something you don't want to hear or that you don't agree with, it is easy to react defensively and reject the criticism. This shuts down future attempts by employees to give you feedback and keeps you in the dark about what your teammates are really thinking and feeling.

You can create a positive environment for receiving both positive and negative feedback by rearranging the steps we went over in the Giving Feedback Model. In the Receiving Feedback Model, you state the outcome first, followed by the observation:

  • The Outcome - communicate the impact of your behavior or an event on your team members.
  • An Observation - describe the behavior or event you want to receive feedback about in a non-judgmental way.
  • A Request - state what you believe the other person is asking of you, in your own words.
For example: If I understand you correctly, you believe I'm being unfair in my assessment of you because your feeling is that you did exactly what I asked you to do (outcome); however, there was a breakdown in the communication that led to what I felt was a substandard result (more outcome). If I am interpreting your feedback accurately, you feel you did exactly what I told you to do (observation). What you would like in the future is to ensure that we both have the same understanding of what is expected of you as you begin working on a project (the request).

Miscommunication is a common occurrence in the workplace. Employees are not always going to clearly recognize what is expected of them. Both the leader and the team member are responsible for effective, clear communication. When you get feedback from an employee that they are not clear or don't understand, reacting defensively does not solve the problem. Practice using this Receiving Feedback Model by thinking about past situations where employees gave you feedback and you reacted defensively. How could you respond more constructively in the future by using this model in those situations?

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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