Posts Tagged ‘receiving feedback’
Last week I was on plane and the woman in back of me kicked the back of my seat throughout the flight. It made me nutty. The guy next to her talked so loudly, I’m pretty sure the people six rows in front and behind him could hear the conversation. And no one said anything.
Many of us don’t return food in restaurants that isn’t good. We often say nothing when people drop the ball and make mistakes. We replace ineffective vendors and service providers rather than tell them where they’re falling short.
People usually claim they aren’t giving feedback because they don’t want to hurt the other person’s feelings, think the person is not likely to change, or because they’re not sure if their complaint is valid. I don’t buy most of these reasons.
I think the real reason we aren’t giving feedback is because we don’t want to deal with the other person’s reaction. We are concerned – often rightly so – that the person will kill us off. We will be given the cold shoulder, excluded from projects, or thrown under the bus.
You may be wondering why I, who wrote a book called How to Say Anything to Anyone and who teaches other people to give feedback, didn’t speak up on the plane last week. I too have been trained to pick my battles and that if I have nothing nice to say, say nothing at all. Each day I also grapple with when to speak up and when to let things go.
The concern over giving feedback will get better if the people in our lives – personal and professional relationships – agree it’s ok to tell the truth and agree that there will not be negative consequences for doing so. Open and direct conversations will be had. Disagreements will be discussed and resolved as best they can. And when the conversation is over, it’s over. People can’t hold the conversation over your head or hold a grudge.
It would be difficult to agree to open and honest communication with the people who sit behind you on planes, but you certainly can make that agreement in your office and with your family and friends. Agreeing to tell the truth without consequence can be one of your organization’s values and a practice you establish in your personal relationships.
You can hire people who understand they are expected to speak candidly and then let disagreements go. And you can manage people who don’t speak up, who hold grudges, and who punish people for giving feedback. You can tell friends and family that you want candid relationships in which challenges are dealt with quickly and then the disagreement is over.
Making the request for open and honest communication and assuring people there will be no negative consequence for doing so is the differentiator between being able to speak up when you’re frustrated or say nothing.
People get defensive when they receive negative feedback. It’s hard not to. Everyone wants to be seen as competent, and when we receive negative feedback, our competence is called into question. So we react.
There are several things you can do to reduce others’ defensiveness – ensure you have trusting relationship and thus have earned the right to give feedback, watch your words, deliver feedback in a private setting, etc. But for today, I’m going to focus on getting a second opinion.
If you want people to be more receptive to your feedback, consider encouraging them to get a second, third, or fourth opinion. I’m a fan of casual 360 degree feedback – when we ask for feedback from people we work with both inside and possibly outside the organization. Think of 360 degree feedback like an orange, it’s all the way around, like a sphere. When you get 360 degree feedback, you gather input from all the different types of people you interact with, thus getting a more comprehensive and accurate picture of performance. There are different types of 360 degree feedback. 360 degree feedback ranges from the formal – an online, anonymous survey (I’m not a fan) – to casual conversations (which I recommend). In this instance I’m suggesting something I call The Core Team.
I suggest everyone has a Core Team of about five people who love you, know you well, and have your back. Most important is that you trust these people. You Core Team may be personal or professional relationships, or a mixture of both. You may have worked with Core Team members or not. What all Core Team members have in common is that they know you well, want what’s best for you, and will tell you the truth when asked.
My core team consists of a friend from high school, two people I used to work with, and my parents. When I get feedback that I’m having a hard time reconciling, I ask people on my Core Team to validate the feedback. It doesn’t matter if they’ve worked with me or not. I am who I am. I do the same annoying stuff in my personal and professional relationships. So a personal Core Team member can provide valid, professional feedback and vice versa. Sometimes they agree with the feedback I’ve been given and sometimes they don’t. But I always get compelling information to think about. And because I trust the people on my Core Team, I listen to what they have to say.
Don’t be disheartened if people don’t trust your feedback and aren’t receptive. Instead, see their resistance as human and encourage them to get a second opinion. And then talk again. Listening to and incorporating feedback is a process. It takes time, courage, and patience.
Just because you can say something, doesn’t mean you should.
There can be too much candor and feedback.
A few guidelines to consider before giving feedback:
- Ask yourself, was the feedback solicited? Unsolicited feedback rarely goes over well.
- Assess if you have the relationship to give feedback. I’m offered all sorts of feedback from people I don’t even know. People I don’t know haven’t earned the right to give me feedback.
- Determine if you’re trying to strengthen the person or the relationship. If you aren’t trying to help someone improve, AND the feedback isn’t requested, AND you don’t have the rapport to give feedback, say nothing.
Feedback recipients don’t have to accept unsolicited input or advice. It’s perfectly acceptable to put limits and boundaries on the input you’re open to from peers, friends and family.
Here are two tips for how to handle negative feedback:
How to handle negative feedback tip one:
When you ask for feedback, be very specific about what type of feedback you want.
For example, you could say something like, “We’re picking a new software application to track leads. I’ve already narrowed the choice down to three vendors and vetted what each software application can and can’t do. I want to know about things I may not be aware of, like software that’s being phased out and won’t be supported and potential bankruptcies.”
There’s nothing wrong with asking for targeted feedback. Simply tell people what kind of feedback you want and why. And avoid asking open ended questions like, “What do you think?” If you ask a broad question, you’ll likely get a broad answer.
How to handle negative feedback tip two:
Tell people if you aren’t looking for feedback.
For example, you could say something like, “Thank you so much for your concern. I really appreciate it. I’m actually not looking for feedback at this time. But I really appreciate your concern.”
There’s NOTHING wrong with setting limits and boundaries about what kind of input you’re seeking. And when you do set those limits, intrusive people will think twice before offering unsolicited advice in the future.
If you’ve gotten courageous and given someone negative feedback or questioned a decision or action, you probably didn’t get a shiny, happy reply in return. The normal and natural reaction to negative feedback or data is to defend ourselves. It’s human. Defending yourself when receiving negative feedback is an act of self-preservation, not unlike hitting your brakes when the person driving in front of you unexpectedly slams on their brakes.
The problem with reacting defensively (normally) to negative feedback is that it’s scary and off putting to others. As normal as a defensive reaction is to negative feedback, it makes others so uncomfortable that they’ll be hesitant to give you negative feedback again. And this lack of knowledge of what others really think is dangerous. Silence inhibits career growth and leads to bad business decisions. You want people to tell you the truth, as they see it. So you need to make it easy to speak freely.
If you want more of what others see as the truth, do the opposite of what people expect. Rather than defending or going silent, say “thank you.” “Thank you for telling me that. I’ll think about what you said and will likely come back to you to discuss further,” buys you time and puts the other person at ease.
Here are five ways to make it easier to say thank you for the feedback:
- Only accept feedback when you’re ready to listen. You’re allowed to put people on ice and come back to them when you have time to talk. Bad days, when you have five minutes between meetings, or are about to leave for a vacation are not the times to accept negative information. Set up a time to talk, as soon as you have the bandwidth to listen.
- Take breaks during hard conversations. You’re allowed to say, “I need a few minutes.” Go get coffee. Take a walk. Go outside. Regain your composure. Then continue the conversation.
- Have feedback conversations when you’re rested and have eaten. Everything seems bigger and more difficult when we’re tired or hungry.
- Accept that “thank you” isn’t the same as telling the other person she is right or that you agree. “Thank you” is a mere acknowledgment that you heard. It buys you time and gives you a chance to gather your thoughts and respond when you’re not emotional.
- Don’t have conversations when you’re upset, and we often don’t know when we’re upset. Your emotions will run the show. Give yourself time to get through your emotional response, and then talk.
People are more hesitant than you think to tell you when they disagree. Make it easy to speak up. Do the opposite of what others expect. Say “thank you” rather than reacting, and you’ll get more data than you do now.
At some point in your career, you will likely get feedback that doesn’t feel accurate. When receiving feedback you question, rather than dismiss it, vet the feedback with the people who know you best. Assemble a core team of people who know you well, love you, and have your back. The relationships may be personal or professional. These are people who will tell you the truth (as they see it), if you ask.
You might think that you’re a different person at home and at work, thus your friends’ and family’s input isn’t valid in the workplace. That’s untrue. You are who you are, and you’re not a completely different person at home and at work. It’s just not possible to be your real self and turn it on and off at work. Sure, you might have a communication style that you only use at work. You may make decisions at work differently than you do personally. And you are likely to dress differently at work than at home. But you’re not a completely different person after 5:00 pm. If you’re often late, don’t keep confidences, talk too much and too long, or wear clothing that is not your friend, your personal relationships can tell you that.
It’s important to know how you come across, your reputation, and your wins and losses at work. Having this information allows you to manage your reputation and in turn, your career.
So the question is, with whom should you vet feedback that doesn’t feel quite right?
Receiving feedback criteria one: Your core team should be made up of a small number of people (five or fewer) who know you well, love you, and have your back.
Receiving feedback criteria two: You should respect core team members’ opinions.
Receiving feedback criteria three: You must trust them and their motives, in relation to your well-being.
Receiving feedback criteria four: You must be open to rather than dismissive of core team members’ feedback.
The right answer to feedback is always, “Thank you for telling me that,” regardless of how much the feedback stings. The easier it is to give you feedback, the more you’ll get when you ask in the future.
Core team members don’t need to be told they’re on your core team. Simply call these people individually when you need input. Tell them the feedback you’ve received and ask for their opinion.
It’s easy to dismiss feedback that’s hard to hear. And the feedback might just be that person’s opinion. But people talk. And one person’s experience of you can impact your career greatly. Manage your career assertively and powerfully by knowing your reputation. Find out the impressions you create. Then you can make decisions about changes you will and won’t make.
People are too afraid to tell the truth at work. We’re afraid that if we give honest performance feedback, people will get upset. They will. We’re afraid that if we say what we think, we’ll get marginalized, put in a corner, never to be given cool work again. That’s unlikely.
We tiptoe around the people we work with, afraid to hurt people’s feelings and rock the boat. This doesn’t work. Without honesty in the workplace, performance won’t improve and problems won’t get solved.
Here are five ways to increase honesty in the workplace:
Increase honesty in the workplace tip #1: Overtly tell employees that it’s acceptable, safe, and expected that they will make mistakes. If people are afraid to make mistakes, they’ll never risk trying anything new.
Create an award for the person who failed while trying to do something new. And present the award very publicly, sending the message that it’s ok to fail.
Increase honesty in the workplace tip #2: Set the expectation when you hire and onboard new employees that they will receive regular and balanced (positive and negative) performance feedback. Tell candidates and new employees that giving and receiving honest feedback is part of your organization’s values and culture, and if employees don’t want to give and receive this type of feedback, they shouldn’t work for your company.
When you interview employees, ask about a time they received negative feedback and what they did with that information. People who can’t answer this question aren’t self-aware or open to feedback. Don’t hire them.
Increase honesty in the workplace tip #3: Create safe places and occasions to give regular feedback. Ensure managers and employees meet one-on-one at least monthly to discuss performance. Give teams a chance to openly talk about how projects are going. Debrief significant projects and pieces of work by asking what did and didn’t work. And ensure managers are asking for employees’ feedback on what the manager can do differently to make work an easier place to be. Feedback goes both ways – up and down. Managers earn the right to give feedback when they’re open to receiving it.
While you’re going to ask for feedback, it doesn’t mean that you’re a dumping ground. It’s perfectly ok to tell employees what you want feedback about and what you don’t. If you made a decision and aren’t looking for input, don’t ask for input on that subject. If you receive unsolicited and unwelcomed feedback, say “no thank you.” A feedback-rich culture doesn’t mean you accept feedback on every topic all the time. It’s ok to set boundaries.
Increase honesty in the workplace tip #4: Don’t be daunted by people’s negative reaction to feedback. No one likes to be told s/he is wrong and no one wants his/her competence called into question, as a result, becoming defensive when receiving negative feedback is normal and natural. Not becoming defensive is not the norm. People might tell you you’re wrong, turn red, cry, yell, or go silent and pretend you don’t exist for a period of weeks. But everyone will survive. Try not to hire people who won’t talk to you for weeks after receiving feedback. Those folks need to grow up.
Increase honesty in the workplace tip #5: Remind people over and over and over that honest feedback is what allows employees and organizations to grow, evolve, and thrive. Not telling the truth creates stagnation and will ultimately lead to individual and organizational failure. The more you give and receive feedback, the more comfortable employees will be with the process.
Periodically give yourself a pep talk about being honest with your employees. Letting someone linger in a job in which s/he cannot be successful is not kind, it’s cruel. To talk about people when they’re not present, versus giving candid feedback directly, is also unkind.
We all need to man or woman up. Tell employees that everyone in the organization is expected to tell the truth and to do so directly, kindly, and tactfully. Likewise, everyone is expected to be open to receiving feedback graciously. Over time people will become more comfortable speaking up and receiving all types of input. And if you want a feedback-rich culture, the people who can’t or won’t speak candidly, aren’t the right fit for your organization.
A professional athlete would never get on the court, field, or ice without knowing the rules of the game. Athletes know every action that will result in points, penalties, and other positive and negative consequences. Yet many of us go to work without any idea of how we’re being held accountable and what a good job looks like.
In the next few weeks, way too many people will have a performance review during which they will receive feedback that’s a surprise.
Writing clear, specific, and measurable goals is the key to managing your own work performance and to not being caught off guard by performance appraisals. Writing goals may not be sexy or fun, but doing so is the key to taking control of your year.
Four tips for setting goals at work:
1. Setting goals at work: Don’t wait for your manager to suggest writing goals. Ask permission to draft 5 to 7 goals.
2. Setting goals at work: Discuss and finalize each goal with your manager, and ask that the goals be the criteria for your 2017 evaluation.
3. Setting goals at work: Write such specific goals, that at the end of the year, it’s very clear whether you did or didn’t produce the agreed-upon results. When goals are specific, performance appraisals write themselves.
4. Setting goals at work: As business priorities and objectives change, goals change as well. Review your goals with your manager quarterly and make changes as appropriate.
Here are questions to answer when writing goals:
- What results will you produce? What will be different in the organization at the end of the year? (X%) Assign each goal a percentage. Weight each goal by importance.
- What actions will you take? What will you do, and when will you do it?
- How will you know you’ve made progress or achieved your goal? What will be different as a result of your work? (This should be quantitative. Use numbers.)
Here is a completed sample goal:
Results to produce: Retain 90% of new customers. Weighting: 40%
Actions to take:
- Have a setting-expectation meeting with each new customer.
- Return all customer calls within 24-hours.
- Call 10% of customers quarterly, and ask for feedback.
Milestones and year-end results:
- Customer complaints will drop by 20%.
- Customer change orders will drop by 10%.
When what you need to do during the year is clearly articulated, you’ve set yourself up to win. You know exactly what you need to do to be successful. Early in my career, I worked for an organization that did goal setting well. Each employee wrote 5 to 7 goals that were weighted and extraordinarily specific. It was obvious, throughout the year, if employees were meeting performance standards. And at the end of the year, it was so clear whether or not employees had done what they needed to do, employees could write their own performance appraisal. That’s the power of goals. Well–written goals drive performance, empower employees, and remove the debate about results.
Not every goal or objective at work is numerical and clear cut, but many are. Write down what you need to do and what the desired outcome looks like, whenever possible, and you’ll feel more empowered and in control at work than you previously thought possible.
Most people wait way too long to give feedback. We wait for the right time, aka when we’re comfortable. That day will not come.
Instead of waiting to give feedback until you’re about to explode in frustration, or until a formal review, give feedback every time you meet with someone.
Managers, make it a practice to meet with each of your employees at least once a month. Twice a month or weekly would be better. But if you’re not doing one-on-one meetings now, start meeting monthly. If you’re meeting monthly, start meeting twice a month. Employees need face time with their boss. Team meetings and casual conversations do not replace individual meetings.
Direct Report One-on-One Meeting Agenda:
The direct report comes to the meeting ready to discuss:
1. What she’s working on that is going well.
2. What she’s working on that is not going well.
3. What she needs help with.
4. Then the manager gives feedback on what went well since the last meeting and what could be improved.
5. And the employee gives the manager feedback on what has gone well since the last meeting and what could be improved.
Feedback goes both directions. Managers, if you want your employees to be open to your feedback, ask for feedback from your employees on what they need from you. Give feedback on both the work and your working relationship. A poor working relationship often motivates employees to leave a job, but it’s the last thing that gets discussed.
Feedback discussions should be short. You can say anything in two minutes or fewer. No one wants to be told she isn’t cutting it for 20 minutes. Say what you need to say and end the conversation or move on to another topic.
If you’re not giving your employees regular feedback, you can use this language to start:
“I’m realizing that I’m not giving you enough feedback. I want to be helpful to you. If I don’t provide regular, timely feedback, I’m not being as helpful as I could be. I’d like to start a regular practice of meeting monthly, getting an update from you on how things are going, and giving each other feedback on what went well and what could be improved since our last meeting.”
If you work for someone who is not forthcoming with feedback, ask for feedback. You’re 100% accountable for your career. Don’t wait for your manager, customers or peers to give you feedback. Ask for feedback on a regular basis.
Here’s how you can ask for feedback from your manager:
“Your feedback helps ensure I’m focused on the right work. Can we put a monthly meeting on the calendar, and I’ll tell you what I’m working on, where I do and don’t need help, and we can discuss how things are going?”
If meetings get cancelled, reschedule them. If your manager says these meetings aren’t necessary or she doesn’t have time, tell her, “Your regular input is helpful to me. What’s the best way to ensure we catch each other for a few minutes each month?” Meaning, push the issue.
If your manager still doesn’t make time for the meetings or doesn’t provide clear and specific feedback, even when you ask for examples, ask your internal and external customers and coworkers for feedback. The people you work closely with see you work and will likely give feedback, if asked.
No news is not necessarily good news. Waiting six months or a year to receive performance feedback is like going on a road trip from St. Louis to Los Angeles but not consulting a map until you arrive in New York, frustrated and far from your desired destination.
Managers: Meet with employees monthly, semi-monthly or weekly, and give feedback every time you meet.
Employees: Ask your managers, customers, and coworkers for regular feedback, and take control of your career.
As crazy as it sounds, your manager is afraid of you – afraid of your defensive reaction to feedback.
The normal reaction to feedback is to get upset. The problem is, no one wants to deal with our upset. It makes them uncomfortable. So managers and peers alike start to pick and choose what to tell us. Not wanting to deal with our reaction, they start to pick their battles. The more defensive we are, the less feedback we get. The less feedback we get, the less information about our performance we have. The less information we have about our performance, the less control we have over our career.
All of us have been passed over for an opportunity at work – a promotion, raise, project, etc. – and for the most part, we have no idea why, because no one wants to risk our defensive response to tell us. This lack of knowledge makes it hard to manage your career. And to be frank, defensive people are extraordinarily difficult to work with. Having to watch every word, walk on egg shells, and be choosy about what to address and what to avoid is exhausting. Be receptive and thus easier to work with.
I teach managers to screen out candidates who aren’t coachable and receptive to feedback. Work is hard enough without hiring people who aren’t coachable. Being open to feedback makes you easier to work with.
Here are three ways to be open to feedback and increase receptiveness:
Tip one to be open to feedback and increase receptiveness: Don’t underestimate the power of your emotions and the intrinsic drive to defend yourself when receiving feedback. Not defending oneself is extremely challenging. And even the most minor reaction sounds defensive. I.e., “Thank you for the feedback. Here’s why we did it that way…”
Tip two to be open to feedback and increase receptiveness: Wait a few minutes, hours or days, and respond to feedback when you’re calm. That could sound like, “Thanks for telling me. I’m sorry that happened. I’m going to think about what you said and get back to you by the end of the day.”
Tip three to be open to feedback and increase receptiveness: Come from a place of curiosity when seeking feedback versus thinking “there’s something wrong here” and “I’m bad.” Be curious about how you impact others and the impression you make. Seek feedback to understand both.
Last week I was talking with a friend who works for a large investment bank. He said, “I don’t believe in the premise of your book. There is no place for negative feedback in the workplace. It’s just not possible.” And I’m seeing firsthand how hard it is for people to receive negative feedback. All kinds of people – sensitive people and less sensitive people, Type A and laid back types. No one wants to hear she made a mistake, could have done something better, or any other type of negative feedback. It’s just too hard.
This is a massive conflict for me. At Candid Culture, we teach people how to give and receive feedback and yet, here I am wondering if it’s even possible.
We need to be able to tell people what they can do better. And the truth, is, while people may not want to hear negative feedback, most people do want to know what they can do to improve their performance and get ahead, hence the quandary. Give negative feedback and evoke others’ defensiveness or say nothing and put up with whatever isn’t working? I, of course, would prefer that you give the feedback, believing that it empowers people to make better personal and professional choices. The question is how?
Here are six steps to make giving negative feedback possible:
- Set the expectation at the onset of working relationships that you will give and receive balanced (positive and negative) feedback regularly. If you’ve worked with people for years and have not set this expectation, it’s not too late. Simply say, “I realized we don’t give each other a lot of feedback. In the spirit of continuous improvement, I’d like to implement a weekly debrief during which we talk about what’s working and not working. We’ll give each other feedback during the meetings.”
- Assess candidate’s openness to feedback when you interview, and don’t hire people who don’t accept negative feedback. We do practical interviews at Candid Culture. We give candidates a chance to do some of the work they’ll be doing on the job and tell candidates what they can do to improve, during the interview. Then we see how they accept our feedback. We also ask interview questions that help elucidate whether or not candidates are open to feedback and we ask candidates’ references how well the person accepts negative feedback.
- Observe performance regularly and provide balanced feedback from the start. Don’t wait until a problem occurs or until you have time to give feedback. Begin the practice of meeting weekly to review and discuss work, setting the precedent that this is the way you do business.
- Provide positive feedback regularly so people know the good stuff and aren’t solely focused on the negative feedback they receive.
- Ask for and be open to feedback. When you demonstrate being open to feedback, you earn the right to give feedback.
- Lastly, don’t underestimate how hard it is to hear negative feedback. When some people receive negative feedback, they begin to question themselves, their skills, and their value. So tread lightly. Pick your battles. Address only what you really need to and say things gingerly, remembering that you’re talking to a sensitive person, no matter how tough he may seem.