L&D
As well as functioning as a problem-solving tool, feedback can bring you and your co–workers closer to your goals. However, feedback can generate fear, hostility and misinformation if carried out incorrectly, devaluing the process entirely.
Here we provide some valuable tips on how to present, and how to receive, feedback with the aim of improving long-term career development.
When giving feedback:
1) Be positive:
Realise when giving feedback that criticism hurts, and that for this reason it should be delivered in as positive a manner as possible. Focus on where improvements can be made, rather than dwelling overly on mistakes and failures. When receiving criticism, it is very easy for people to feel personally attacked, misunderstood or upset by negative feedback; if you present your messages as constructive tools for future success rather than simply criticisms, workers will see the positives out of your feedback.
2) Be specific:
Rather than exaggerating problems or speaking in broad terms about failings, it is far more productive to select key areas of focus and explain clearly how tasks could have been performed more effectively. This will mean the person receiving feedback will have an accurate sense of their deficiencies and where to improve, without feeling overburdened with undue blame. Avoid using terms like ‘never’ and ‘always’ and instead focus on specific issues so that it is clear where performance was insufficient.
3) Provide regular feedback:
To the greatest extent possible, a worker should always know how they’re performing in their role. If someone makes a mistake, don’t wait until a formal review to mention it, find a moment and bring it in up whilst it’s still relevant and can be acted upon. When a shortcoming needs addressing, problem-specific, informal discussions allow you to deal with the issue quickly and effectively. Work in integrated, formal reviews to discuss more general performance. Feedback should function as an ongoing process of communication and improvement, not simply as a formality. Take care to be timely with your feedback and to avoid criticisms when a worker is visibly distressed following a mistake. Wait for an appropriate moment to discuss what went wrong.
4) Deliver feedback privately:
Feedback should be provided at an appropriate time and location, so that issues can be addressed in a comfortable and suitable manner. Guard against making feedback more difficult for both parties by conducting it around other employees, or anywhere that could add embarrassment for the person under review. Presenting criticisms in public can also lead to a more defensive response from workers, as they may seek to justify their behaviour to co-workers. Having a quiet word with workers about their performance shows them that you aim to foster improvement, not to demonstrate your authority or attack their character.
5) Set development targets:
The best way to guarantee that feedback is successful is to agree on concrete areas where improvement will be delivered. This means that the person receiving feedback will be able to prove their development and you will ensure that your message is clearly understood. Agree on a follow up meeting to review progress and offer further support or feedback. John Hattie and Helen Timperly say that there are three questions that feedback should address, these are ‘Where am I going? How am I going? and Where to next?’. By answering these three questions, any negative feedback can be moved on from and progression can be made.
When receiving feedback
1) Accept that constructive criticism is necessary
Everyone will have to deal with negative feedback at some point in their career, it is how you respond to this criticism that will define you. Responding in an understanding, sincere and calm manner will mean that feedback is a process of improvement and discussion, rather than one of conflict and negativity.
2) See feedback as a positive:
Rather than thinking that you are failing, see feedback as an indication that the person delivering your feedback wants to help you improve and is looking to see you progress. Take any positives that are offered and thank your reviewer for keeping you informed on your progress. Jared Lewis comments that it is the reception of feedback from employees that determines its effectiveness; those who fail to see negative feedback as constructive are far less likely to improve as a result, often losing morale and dwelling on mistakes.
3) Try and find common ground:
Look for an agreed understanding of where you went wrong in your performance; this will assist in your reviewer’s understanding of your behaviour and may prompt them to offer further support. Accepting failure and committing to changes will allow you to move forward and show your reviewer that you are eager to progress in your role.
4) Don’t deny criticism:
It is a natural defence mechanism to respond to criticism by feeling anger and trying to stand up for yourself. Whilst it is important that you are understood, ward against being overly defensive or arguing with feedback, as this will simply exacerbate the situation. If the criticism is undue, calmly explain your side of things, rather than finger pointing or making excuses.
5) Don’t dwell on mistakes:
The best attitude to have after receiving feedback is to accept that you've made a mistake and take practical steps to avoid making the same mistake again. Remember that you are not alone in experiencing negative feedback and that your future improvement is in your own hands.
How to give and receive feedback infographic.
For more information, please contact the Learning and Development team on +44(0)20 3051 7393 ortraining@imeche.org.