Feedback guidelines
Giving Feedback
This is really important for healthy work relationships and an open culture. Feedback can be positive or constructive. Positive feedback should be really frequent - if you see something done well say it!
Feedback can also be generic about how things are done vs how you feel they should be done or about our office or culture. For this type of feedback you can either speak to HR or your line manager or use the 'Give us Feedback' link.
A good ratio to keep in mind is delivering 5 pieces of positive feedback to 1 piece of negative feedback. This helps build strong relationships and assuring your team that your feedback comes from a place of care - whether its positive or constructive.
A good way to start the conversation is to ask for permission to give honest feedback (or if this is a good time to give it) and state your intentions.
Example: 'Is this is a good time to give you some feedback? The reason I'd like to give you feedback is that I'd like to help you work more efficiently with our clients'
Feedback should be given with the following principles in mind:
- Given with positive intent to help to be more effective in the future (Care)
- Close to the event (Timely!)
- Should not be about personality/character but about task and work related activities
- Don’t give feedback when angry or upset
- Two aspects to give effective feedback
- What does this person do well that makes them effective? Be specific and tell them why it had an impact and how.
- What is one thing, looking forward, they could change or do more of that would make them more effective?
Some people find it harder to be open to feedback than others, especially if its a new experience to receive it. If you notice that the receiver is being defensive, do not call them defensive - that will make them even more defensive, but rather point out the behaviours that you see which cause you to feel they are being defensive.
Receiving Feedback
Receiving feedback can
- Really listen with care - Read more
- Ask questions - seek to understand the impact
- Ask for specific examples if you are not clear
- Remember that we all have to develop
- Don’t be defensive - feedback is very hard to give and we want to encourage everyone to give more
- Say ‘Thank you’
- If you choose to make improvements based on the feedback, check back in the future to validate the improvement
How to seek out feedback and receive it well
Adapt a growth (not fixed) mindset - Watch Carol Dweck explain it here
Recognise your default perspective/mindset
Build feedback into most activities - after meetings, after projects etc
Separate the person delivering the feedback vs. the content
Listen, rather than deflect or defend
Ask questions to understand the purpose/impact/outcomes
Learn your blind spots so you know how others experience you
Practice saying: 'Tell me more' instead of shutting down
The feedback conversation example:
What - Name the behaviour you have seen
vs What - Name the behaviour you would have expected
Impact - Name the main impact this behaviour has had on you, company, team, client or project (only 1 please, otherwise its no longer constructive)
What I know about you - Name what you know to be true about the persons behaviour that allows you to put this piece of feedback into context.
Now what? - Plan how to move forward with clear action steps and a timeline to review it again
Example: 'David I noticed you have interrupted our client 3 times in the strategy meeting today. (What)
The way that we approach our client meetings here is we let the clients complete their thoughts and then we ask questions. (vs What)
My sense is that the impact it had on the client is that they didn't feel heard or listened to (Impact)
One thing I know about you David is that you are very committed to our client satisfaction (What I know about you)'
Proceed to discuss and agree to review in near future.
Here are some resources if you'd like to learn more:
Harvard Business Review - How to give and receive feedback (video)