We need to talk about feedback!
I'm shocked at just how rare it seems to be to find organisations that genuinely have a feedback culture, one that clearly demonstrates that they understand how important feedback is. And on so many levels.
It doesnât matter whether we look at this from an HR perspective, an employee perspective or a human perspective, the view is the same; it is essential. The more we normalise the giving and receiving of feedback, so that itâs not a special thing, but an everyday occurrence that we both expect and invite, the more tensions between people weâll iron out.Â
But giving meaningful, helpful and actionable feedback isn't easy. Â
The reality is, you cannot be an effective leader or manager of people without mastering how to give and receive feedback effectively. Iâll go so far as to say many of the problems we encounter in business today are the result of people shying away from giving necessary feedback, coupled with the delusional or ego-centric failing to honestly consider the feedback theyâve been given.Â
Letâs start by clarifying what feedback is and what it isnât.Â
Feedback is simply sharing useful information about the impact of someoneâs behaviour or actions. Itâs like holding a mirror up to them so they can clearly see this for themselves. By helpful I mean helpful to the receiver as it gives them some choices about potential action to take. That in turn may make it helpful to the giver, but the primary beneficiary must be the receiver. It's entirely the wrong approach to give you feedback because it makes me feel better or will make my life easier. This means we need to pay attention and check our motives.
There are broadly 2 distinct types of feedback; developmental and motivational. Gone are the days when we talk about positive and negative feedback as frankly, both of those seem to be more about opinion or judgement. Whichever type, feedback needs to be constructive and by that I mean actionable. Many years ago, I was taught the best little acronym to remind me to ensure my feedback is actionable. That acronym is AID, because feedback should after all aid peopleâs performance. So what does AID stand for? Itâs Action, Impact, Do. What was their action or behaviour, what impact did it have and what could they do next time? By the end of the feedback conversation, and yes, it is a conversation, not a monologue, we both need to be clear about what theyâll do next time - more of the same or something different.Â
If my behaviour or action had a really beneficial impact, motivational feedback will highlight what I can repeat. These kinds of 'warm strokes', as we sometimes refer to them, are really powerful motivating factors. They help the individual recognise what worked well and reinforce their sense of self-worth. If on the other hand, Iâve behaved in some way or done something that had a negative impact, I need that developmental feedback so that I can determine different ways of approaching a similar situation. And I need to be given that feedback as soon as possible, for delays mean that when someone finally realises they have been repeating a behaviour that has a negative impact, it has the potential to destroy their self-confidence and damage impair trust between us.
So the intention is that feedback is objective and non-judgemental. Both of these are really difficult in reality, as we all see things through the lens of our own values, morals and experience. Something I imagine weâre all too familiar with as introverts is that too many people give feedback that in essence is saying âbe more like me!â The familiar old push yourself forward, speak up more and integrate better. This is another reason to always check our intentions before giving feedback.
What this points to is the importance of planning the message, which is where introverts can be really good at giving effective feedback. We know we plan what we want to say rather than âshooting from the hipâ so the challenge is more often the actual saying of it!Â
That moves us naturally into what makes it difficult, and I will take giving and receiving separately.
Concerns about giving feedback
The following examples are a combination of my own reasons and those shared with me by my introverted clients. See how many of these you relate to, and of course, youâll have your own variations.
1. Worrying that, in spite of your planning, youâll say the wrong thing. We know introverts often overthink things and give themselves a hard time if itâs not just so!
2. Concerned about how the other person or people will react. Introverts tend to dislike conflict and if weâve been used to poorly constructed and delivered feedback, we may feel itâs normally rather confrontational.Â
3. Lacking courage when the right moment presents itself. You had it planned but now the person is in front of you, you lose your bottle and chicken out
4. Questioning âwho are youâ to be giving this feedback. For some who need to strengthen their sense of self-worth, they worry that people might think theyâre too big for their boots.Â
5. Worrying that the feedback might ruin the relationship you have with the receiver. I know lots of doom & gloom merchants will say that introverts hate people, but that's not introversion, that's misanthropy. Flourishing introverts need meaningful connections, but depending on your introvert type, you may only have a relatively superficial relationship with the person youâre giving feedback to.Â
6. In contrast to the last point, having to give tough feedback to someone you know well and like a lot can be a challenge too. This frequently happens when people are promoted to manage the team they were recently a part of, or are faced with giving necessary feedback to a colleague they are friends with.Â
7. Believing that people will leave if you share your honest feedback with them. This is a biggie and Iâm working with some clients at the moment who do have retention and recruitment challenges. But, hanging on to the wrong people because at least they are a resource is not a good enough reason.Â
Recognise any of those?Â
The universal excuse I hear day in & day out is âwe donât have time!â Hereâs the thing though, if youâre a manager of people, giving feedback to help your team members grow and develop is one of your responsibilities. Itâs not a nice to do, not a luxury. Itâs part of the job description, so you'll need to find ways to develop your competencies and get comfortable with giving feedback. Â
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Anyone in employment has 3 basic rightsÂ
If youâre failing to let people know how theyâre doing, youâre depriving them of two of their rights because if they donât know how theyâre doing, how can they improve?Â
Many of the organisations I work with are experiencing a feedback famine and this drought of necessary communication has far-reaching consequences.Â
So here are some of the golden rules for giving feedback, especially as an introvert.
⢠Ask questions first. Most people, unless theyâre completely delusional, will have an idea about whatâs gone well or not working. If you can invite them to share their elation or frustrations first, you may well find that offering the feedback is so much easier. After all, theyâve laid the groundwork for you.Â
⢠Make it timely. Soon enough after the event so everyone remembers, but not necessarily immediately. The receiver needs to be in listening mode and if theyâre still giving themselves a hard time over what happened, youâll not reach a satisfactory outcome. As an introvert, you need time to plan your approach and maybe even prep your words. My cats have witnessed me dry-running more than their fair share of feedback rehearsals.Â
⢠Keep it factual. Donât ever agree to deliver feedback on behalf of someone else, unless itâs a client. People try to palm off giving difficult feedback as no one really enjoys giving it! You need to have witnessed the event because if you havenât and the receiver says âwell it didnât really happen like thatâ youâve got nowhere to go. Give the responsibility of giving the feedback to the person who experienced the impact. Â
⢠Provide examples. Donât talk in general terms as this doesnât help people improve or keep doing the good stuff. âThatâs great, thank youâ is not effective feedback. If youâve witnessed it, youâll have the examples you need. Likewise, ripping up a piece of work in front of the person who completed it, and yes, Iâve witnessed that too, is not effective for so many reasons.Â
⢠Tackle things sooner rather than later. The longer you leave it, the more difficult it will become for the person to effect change. Worse than that, the more humiliated they may feel that no one said anything sooner. As introverts, using your listening skills and empathy here will short-cut any emotional backlash. But, stay in the conversation.Â
⢠Donât use the feedback sandwich. Some of you will know this under a different name I suspect! I was taught this way back in the early 80s but weâre much more clued up now about what works and what doesnât. The proportions are good, but the packaging isnât. At least twice as much motivational as developmental is the ideal to aim for here.Â
⢠Pick the right location. This probably goes without saying as most introverts I know donât want to give feedback in public anyway. But, if itâs motivational feedback, and the receiver likes public recognition, (not everyone does), be prepared to give that feedback in open forum. Â
So what about receiving feedback?
Lots of my introverted clients struggle with receiving feedback, motivational or developmental. Many of us are humble and donât like the limelight when the feedback is motivational. We also tend to take the developmental feedback too personally and can give ourselves and ridiculously hard time. Itâs important to be open to receiving, but, not all feedback that is given is of good quality, so here are my basic rules.
⢠Letâs start with that last point - Donât take it personally. Well-structured and delivered feedback is about behaviour and actions, not a judgement about who we are as people. I know it wonât have always felt like that, and weâve all had the âpush yourself forward type of feedbackâ but in the future, you need an assertive response to feedback that seems personal. I suggest something like âThatâs an interesting suggestion and there are many situations where I know I stay a bit quiet. As an introvert, itâs important for me not too pushy, so can we explore how I might be authentically visible?â Youâll find your own way of saying this, but do push back so the feedback giver is more aware of your neurodiversity.   Â
⢠Ask for feedback at the start of a piece of work. One of the challenges I have is when people say at the completion of something, âCan I have some feedbackâ. My reaction as a reflective introvert is that if I knew at the start, Iâd have been more attentive and noted things down during our time together. I donât want to be put in the situation of making something up. Thatâs not integrity to me. These days, I ask at the outset âIs there anything in particular that youâre working to improve, that you want me to look out for?â This helps us all.Â
⢠Accept feedback gratefully. If we reject or dismiss feedback that came from a place of good intention, itâll stop coming. Thereâs a really old saying that feedback is a gift, so accept it as such. In fact, the incredibly successful introverted business owner Warren Buffet is quoted as saying "Honesty is a very expensive gift; just don't expect it from cheap people.". Â
⢠Be discerning. Not all givers of feedback are skilled or have the right intentions. If itâs the first time youâve heard the feedback, check it out with others youâve worked with to make sure itâs not a style thing. Stay curious and see if thereâs any truth in what is being offered, then decide if taking action is really the right thing to do. But, this doesnât give you permission to dismiss the feedback because you donât like it or the person who delivered it.Â
⢠Ask for examples if theyâre not forthcoming. I know there may be cases where you just want it to be over, but feedback is not complete without examples, so do ask for them. Itâs what great leaders do so you have plenty of role models.
⢠Ask for time to think. Iâve used this approach so many times, especially if itâs likely to lead to a coaching conversation. I want time to get my thoughts clear in my own mind. Donât leave it too long, but donât be afraid to ask either. Â
In summary, great managers and leaders proactively seek feedback as they are committed to serving their people well and want to understand how they can improve. How the feedback is received will determine how honestly itâs given in the future. Remember that Warren Buffet quote. If the feedback is ignored, or someone throws a strop or gets aggressive, then the feedback will dry to a barely discernible trickle at best.
Letâs stop the communication drought and keep that feedback river flowing, abundant with healthy intentions. Â
Motivational Speaker-Operational Excellence & Peak Performance | Supporting business owners to develop Sticky Systems that will deliver the consistent operation that inspires trust and loyalty | Best-selling Author
1yAmen to that!
ð¹Business Growth at BDO | Working with Ambitious Entrepreneurs | Unlock your business growth potential | Scale up support
1yI have relistened to your podcast on feedback several times! Thank you for sharing this too