Consequences of Not Giving Effective Feedback
Let's take a look at some typical examples of what goes on in work environments when managers don't give good feedback.
Example #1: John has been working at his new job for one month. On his first day at work, Wilma, his boss, showed him what to do and got him started on a project. Since then, Wilma has communicated with him mostly through voice mail and e-mail. She walks past his cubicle and says hello a few times each day, but there hasn't been much other communication. John is assuming he is doing his job properly, but he really isn't sure.
Analysis: There is no feedback here. John has no idea whether he is doing his job properly.
Solution: Wilma should have given John a detailed job description on the first day. She should have gone over his first project as soon as he finished it, making certain he understood the task and completed it properly. She also should have checked in with him regularly to make certain he was doing his job correctly and to see whether he had any questions.
Example #2: Stella works in an office. Yesterday, she spent several hours filing a huge stack of folders that her boss had given her in the morning. When she got to work today, her boss came over to her desk and yelled, "Stella! You did those files all wrong! Don't you listen?" He said it so loudly that Stella's three office mates turned toward her in shock. He went back into his office and slammed the door.
Analysis: This manager's behavior is abusive. It lowers her self-esteem and frightens her coworkers. An atmosphere of fear also lowers productivity and encourages sabotage and turnover.
Solution: He should have delivered the feedback calmly and in private. He should also have asked her for her understanding of the task; perhaps there was a reason for it being done the way it was. Third, he should have been specific about what she did wrong.
Example #3: Angela asked Steve, her assistant, to call a list of 20 clients and set up phone interviews for next Thursday and Friday (the 20th and 21st). She provided Steve with an updated list of phone numbers and told him the hours she would be available to speak with the clients. When Angela came back from lunch today, Steve had left a list of interviews on her desk. He has set them up for this Thursday and Friday (the 13th and 14th). He also has written, next to four of the clients' names, "wrong phone number." As she picks up the phone to reschedule the first client, she says to herself, "See, you just can't get good help these days."
Analysis: As far as we can tell, there was no feedback to this employee.
Solution: Employees have a hard time learning if they are not given feedback. This manager should have talked to Steve calmly and in private. She should also have asked Steve what he understood the task to be and why he scheduled the interviews for the wrong dates. Finally, she should have asked Steve to reschedule the calls for the correct dates.
Steps for Giving Feedback
Now that we've looked at a few examples of what can happen when performance feedback isn't given effectively, let's talk about some principles for doing it well. The five simple steps are:
1. Describe the situation.
2. Ask the employee for his or her view of the situation.
3. Come to an understanding of the situation.
4. Develop an action plan to resolve the situation.
5. Agree to follow up later to make certain the situation has been resolved.
Let's use the third example above to illustrate how this might look.
1. Describe the situation. "Steve, these appointments are all scheduled for the 13th and 14th. I asked you to schedule them for the 20th and 21st."
2. Ask the employee for his or her view of the situation. "Tell me, what was your understanding of what I asked you to do?"
3. Come to an understanding of the situation. "So you just misunderstood what I wanted. I had written the dates in my note to you, but you didn't read it thoroughly before you started making the calls."
4. Develop an action plan to resolve the situation. "I would like you to re-schedule all of these appointments before 5:00 today. What will it take for you to do that?"
5. Agree to follow up later to make certain the situation has been resolved. "I'll check in with you at 4:30 to see how you are doing with this." At 4:30, stop by Steve's desk and ask, "How are you doing on your calls?"
Principles for Giving Feedback
Let's take a look at some other issues to consider when giving feedback to someone who works on your team.
1. Put it in writing. Feedback is most effective when it is written down. Having it in writing increases the chances that it will be understood. For example, Angela could simply note the dates and times she is available and hand it to Steve. She could also write "by 5 P.M. today" at the top.
2. Be sensitive to people's feelings. Some managers think they don't need to worry about the employee becoming upset. They think that as the boss, they have the right to tell people what to do and not worry about their feelings. This is a big mistake. Being concerned about other people's feelings is important in any situation. Effective managers demonstrate concern for the self-esteem of their team members. This doesn't mean withholding criticism or ignoring problems.
3. Focus on your entire team, not just the new members. New employees are not the only ones who need performance feedback. All employees need ongoing feedback.
4. Feedback should be as specific as possible. People have a difficult time responding to instructions that are vague and unclear. It is important to check for understanding; avoid assuming that you are on the same wavelength.
5. Think it through. Always take the time to plan what you want to say before giving feedback. Taking the time to gather your thoughts and clarify what you want your feedback to accomplish increases the chances that you will communicate clearly.
6. Ask first. Get the employee's point of view before you state what you think should be done. People are more receptive when they have a chance to explain themselves first. You might also learn something unexpected that will explain the situation or change your point of view.
7. Don't withhold. It is not a good idea to hold back your negative observations when employees are new. You don't want to criticize too much and cause them to feel discouraged, but remember that people need to know how they are doing.
8. Follow up. If you see that the employee corrected a problem situation, you still need to follow up. When you follow up, you are telling employees that you are being thorough and that the work is important.
Garrett Coan is a professional therapist,coach and psychotherapist. His two Northern New Jersey office locations are accessible to individuals who reside in Bergen County, Essex County, Passaic County, Rockland County, and Manhattan. He offers online and telephone coaching and counseling services for those who live at a distance. He can be accessed through http://www.creativecounselors.com or 201-303-4303.
The great majority of family businesses in North America are... Read More
Wow! You're brilliant! You have a great idea. You've looked... Read More
As a child, you probably heard, "to thine own self... Read More
The failures we have seen in the quality and integrity... Read More
Increasing shareholder value is the most important driver for organisations... Read More
I witnessed some interesting behaviour from one of our premier... Read More
A critical task in the succession planning process of any... Read More
In today's business environment with increases in staff reductions and... Read More
If you are a business owner or a business owner... Read More
Ok, you say, I know I need a budget, but... Read More
Creativity can be defined as problem identification and idea generation... Read More
Meetings can be a total waste of time or a... Read More
SIX "HONEST BUSINESS FRIENDS" - THEY GUIDE ME IN ALL... Read More
The goal of perfection is a challenge. It is often... Read More
Solving a big problem is a project: you're far more... Read More
This article relates to the Team Dynamics competency, which evaluates... Read More
Like many, I watched the 134th Belmont Stakes hoping to... Read More
In today's competitive environment, companies realize that a good boss... Read More
One of my earliest childhood memories is watching Lew Alcindor... Read More
Have you ever heard yourself say to a team member... Read More
Now that it is January, many of you are putting... Read More
One thing a lot of us don't do in sales... Read More
So I call my telephone company and someone picks up... Read More
As a small business owner, entrepreneur or independent professional, it's... Read More
Building a 'bridge of understanding' between parties is... Read More
Creativity can be defined as problem identification and idea generation... Read More
Every since serving a hitch in the military, I have... Read More
The litany of headaches related to the implementation and on-going... Read More
Motivation is a term that is so widely used, yet... Read More
Firstly you should decide your own reasoning behind considering ISO... Read More
PERFORMANCE APPRAISALS BENEFIT THE ORGANIZATION:Appraisals help spot employees with potential... Read More
You can use this step-by-step method to hire applicants who... Read More
When problem solving, you may recognize that you were working... Read More
You've all heard the old joke about a consultant being... Read More
I recently read an article published in the June, 2005... Read More
What you say to other people can make or break... Read More
Having an agenda template that works well for you, week... Read More
Increasing shareholder value is the most important driver for organisations... Read More
What do the companies 3M, Polaroid, and Walt Disney have... Read More
Hiring employees is a huge responsibility. Before hiring anyone, be... Read More
Bad meetings are a cultural malady that senior executives pass... Read More
Check Out Your E-HabitsAnother week has ended. And, despite moving... Read More
Sexual Harassment Policy Guidelines ? Part IPermission is hereby granted... Read More
What has been your store's shrinkage experience for the last... Read More
How can you make the best use of your energy... Read More
From the personal and professional experiences of other colleagues and... Read More
If you were to take the people out of an... Read More
Aligning business organizations to be successful in the present and... Read More
When you think of all the things companies have, you... Read More
As an HR professional, you have responsibilities in several broad... Read More
What behaviour maximises the chances of thinking of great ideas?... Read More
If you are an executive, you may sometimes feel like... Read More
Left alone it doesn't take long for a building with... Read More
Creativity can be defined as problem identification and idea generation... Read More
Kinds of Workplace ConflictsLet's start by identifying where conflicts happen.... Read More
How do you get everyone on board the change train... Read More
Recent trends in software development market show that it is... Read More
There are seven essential elements to successful business communication:StructureClarityConsistencyMediumRelevancyPrimacy/RecencyPsychological Rule... Read More
Sooner or later, most business owners need to look for... Read More
In many ways there are no secrets to implementing effective... Read More
Out of the box thinking is a popular fad today.... Read More
Managing, supervising, being a team leader is the hardest job... Read More
You do your best to make sure your organization is... Read More
If you're one of the many executives struggling with finding... Read More
There's a one-word reason most ideas never see the light... Read More
If Baby Boomers can get botox and tummy tucks, then... Read More
Business Management |