Successful feedback reviews in 4 easy steps

Delivering constructive criticism is a tricky art, but once mastered it can yield high rewards for you and your staff.

1. Prepare

A one-to-one feedback session needs the preparation that you would invest in a formal presentation. Most mis-communication is the result of bad preparation. Constructive criticism is fertile ground for mis-communication, so it is therefore essential that you spend time preparing what you want to say and how you want to say it.

Checklist of things to consider:

• Feedback objectives
• Specific performance areas requiring feedback (positive and negative)
• Examples to illustrate feedback
• What concrete improvements you would like to see
• Where and when the feedback should be given

2. Deliver

A feedback review should not be a speech, but a dialogue. Begin by asking how the staff member would describe his or her own performance. Listen carefully to the reply. Use your body language to show that you are listening.

When the staff member has finished, offer to share your observations, and wait for acceptance before proceeding.

Deliver your message as a series of clear and concise descriptive points. Identify the performance area, give examples, and indicate what concrete improvement is necessary.

Constructive criticism is never entirely negative. You must convince the staff member not only that certain performance areas need changing, but also that he or she is capable of changing them.

To do this you must comment on both positive and negative points. One technique is known as the ‘sandwich’:

Positive – Negative – Positive

“Lily, I was most impressed by the way you handled that difficult telephone call with the customer who wanted his money back. I did think you could be more assertive – if the customer is in the wrong then we cannot simply give in to his demands. However, it is good for the company that you take such a customer-centred approach. Well done.”

3. Resolve

Summarise your main points and offer suggestions for improvement. The purpose of a feedback session is to describe performance rather than give advice, but you need to make it clear what improvements you would like to see.

If the member of staff is unsure of how to make these improvements, then suggesting ways through the issue can be a positive way to end the session.

4. Clarify

Make sure that you and the staff member understand:

• What performance areas have been highlighted
• What concrete improvement is being sought
• What means of improvement are open to the staff member
• What objectives you both have in mind for the following feedback session