Give Feedback Better and Be Heard
The normal, natural reaction to negative feedback is to become defensive, a response I’ve labeled as The Freak Out.
Everyone, even the people you think do little work, wants to be seen as good – competent, hardworking, and adding value. When anyone calls our competence into question, we get defensive. Becoming defensive is an automatic response that we have to train out of ourselves.
Until the people you work with train themselves not to become visibly defensive when receiving feedback, just expect it. And be happy when you get a defensive response. It means the person is breathing and cares enough about what you’re saying to get upset.
While you can’t get rid of a defensive response to feedback, you can reduce it by following a few feedback practices. Practice these methods of giving feedback and your input will be heard and acted on, more often than not.
Employee feedback practice one: Don’t wait. Give feedback shortly after something happens. But do wait until you’re not upset. Practice the 24-hour guideline and the one week rule. If you’re upset, wait at least 24-hours to give feedback, but not longer than a week. If the feedback recipient can’t remember the situation you’re talking about, you waited too long to give feedback, and you will appear to be someone who holds a grudge.
Employee feedback practice two: Be specific. Provide examples. If you don’t have an example, you’re not ready to give feedback.
Employee feedback practice three: Praise in public. Criticize in private. Have all negative feedback discussions privately.
Employee feedback practice four: Effective feedback discussions are a dialogue; both people talk. When the feedback recipient responds defensively, don’t be thwarted by their reaction. Listen to what they have to say and keep talking. Don’t get distracted.
Employee feedback practice five: Give small amounts of feedback at a time – one or two strengths and areas for improvement during a conversation. People cannot focus on more than one or two things at a time.
Employee feedback practice six: Give feedback on the recipient’s schedule and in their workspace, if you are working in person and the recipient has a door. It will give the other person a sense of control and they will be more receptive.
Employee feedback practice seven: Talk with people – either in person or via phone. Don’t send an email or voicemail. Email is for wimps and will only damage your relationships.
Employee feedback practice eight: Prepare. Make notes of what you plan to say and practice out loud. Articulating a message and thinking about it in your head are not the same thing.
Employee feedback practice nine: Avoid The Empathy Sandwich – positive feedback before and after negative feedback. Separate the delivery of positive and negative feedback, so your message is clear.
Employee feedback practice ten: Offer an alternative. Suggest other ways to approach challenges. If people knew another way to do something, they would do it that way.
You can deal with whatever reaction to negative feedback you get. The other person’s response might make you uncomfortable, but that’s ok. You’ll survive. Try to practice the guidelines above, and if you don’t, and you ‘do it all wrong,’ at least you said something. Just opening your mouth is half the battle. When you come from a good place of truly wanting to make a difference for the other person, and you have both the trust and permission to give feedback, you really can’t go wrong.