This week’s blog is an excerpt from my book How to Say Anything to Anyone: A Guide for Building Business Relationships That Really Work. I hope it helps you have the conversations you need to have!
1. Introduce the conversation. Ask for time to talk, ensure the conversation is private, and it’s a good time for the feedback recipient.
2. Share your motive for speaking so both the feedback provider and the recipient feel as comfortable as possible.
3. Describe the observed behavior so the recipient can picture a specific, recent example of what you’re referring to. The more specific you are, the less defensive the listener will be, and the more likely they’ll be to hear you and take corrective action.
4. Sharing the impact or result describes the consequences of the behavior – what happened as a result of the person’s actions.
5. Having some dialogue gives both people a chance to speak and ensures the conversation is not one-sided. Many feedback conversations are not conversations at all – they’re monologues. One person talks and the other person pretends to listen, while thinking what an idiot you are. Good feedback conversations are dialogues during which the recipient can ask questions, share their point of view, and explore next steps.
6. Make a suggestion or request so the recipient has another way to approach the situation or task in the future. Most feedback conversations tell the person what they did wrong and the impact of the behavior – only rarely do they offer an alternative. Give people the benefit of the doubt. If people knew a better way to do something, they would do it another way.
7. Building an agreement on next steps ensures there is a plan for what the person will do going forward. Too many feedback conversations do not result in behavior change. Agreeing on next steps creates accountability.
8. Say “Thank you” to create closure and to express appreciation for the recipient’s willingness to have a difficult conversation.
If you’re giving more than one piece of feedback during a conversation, address each issue individually. For example, if you need to tell someone that they need to arrive on time and also check their work for errors, first go through the eight steps in the formula to address lateness. When you’ve discussed an agreement of next steps about being on time, go back to step three and address the errors. Talk about one issue at a time so the person clearly understands what they are supposed to do.
Here’s how a conversation could sound, using the eight-step Feedback Formula:
Before I started Candid Culture, I had a coworker who was a lingerer. Lisa would hover outside my office until there was an opportunity to interrupt. Lisa then walked in uninvited and started talking. I was still mid-thought about whatever I’d been working on and wasn’t ready to listen. After a few sentences, I would interrupt Lisa, saying, “I’m sorry. I don’t know what you’re talking about. Will you please start over?”
Embarrassing as it sounds, this went on for more than a year. I wanted to be seen as accessible and open, yet this “lingering” method of interrupting was driving me crazy. And it was a waste of both of our time. After many months of frustration, I decided to use The Feedback Formula.
Step One: Introduce the conversation.
“Lisa, I need to talk with you. When do you have about ten minutes of uninterrupted, private time?”
Step Two: Share your motive for speaking.
“There is something impacting me and our working relationship.”
Step Three: Describe the observed behavior.
“I’ve noticed that when you want to talk to me you stand at my door, waiting for a good time to interrupt. When you come into my office, you’re often in the middle of a thought or problem that you’ve probably been thinking about for a while.”
Steps Four and Six: Share the impact or result of the behavior and make a suggestion or request for what to do next time.
“Because I’m in the middle of something completely different, it takes me a few seconds to catch up. By the time I have, I’ve missed key points about your question, and I have to ask you to start over. This isn’t a good use of either of our time.
“Here is my request: When I’m in my office working and you need something, knock and ask if it’s a good time. If it is, I’ll say yes. Give me a few seconds to finish whatever I’m working on, so I’m focused on you when we start talking. I’ll tell you when I’m ready. Then start at the beginning, giving me a little background, so I have some context. And if it isn’t a good time for me, I’ll tell you that and come find you as soon as I can.”
Step Five: Have some dialogue. Allow the recipient to say whatever they need to say.
“What do you think?”
Step Seven: Agree on next steps.
“Okay, so next time you want to talk with me, you’re going to tap on the door and ask if it’s a good time to talk. If it’s not, I’ll tell you that and come find you as soon as I can. If it is a good time, you’re going to give me a second to finish whatever I’m working on and give me some background about the issue at hand. Does that work for you?”
We have just managed “the lingerer”—a challenge you probably have, unless you work from home 100% of the time or in a closet.
You may have noticed that I changed the order of The Feedback Formula during this conversation. It’s not the order of the conversation that’s important. It’s that you provide specific feedback, offer alternative actions, and have some dialogue before the conversation ends.
Summary: Effective feedback is specific, succinct, and direct.
Provided you have a trusting relationship with someone and have secured permission to give feedback, there is very little you can’t say in two minutes or less. The shorter and more direct the message, the easier it is to hear and act upon. Follow the eight-step Feedback Formula. Be empathetic and direct. Cite specific examples. Give the other person a chance to talk. Come to agreement about next steps. Remember, you do people a favor by being honest with them. People may not like what you have to say, but they will invariably thank you for being candid.
This week’s blog is an excerpt from my book How to Say Anything to Anyone: A Guide for Building Business Relationships That Really Work. I hope it helps you have the conversations you need to have! Be candid. You can do it!
No one likes giving people negative feedback. Giving negative feedback often makes both the feedback deliverer and the recipient feel badly. To make everyone feel better, we dress negative feedback up with pickles and relish, otherwise known as The Empathy Sandwich.
The Empathy Sandwich in action: “You’re doing really great. Now you did almost cost the company $50,000, but in general, things are going great.”
The Empathy Sandwich leaves people unclear, wondering if there is a problem. Instead of softening negative feedback with positive platitudes on both ends, tell people you’ll be providing positive and negative feedback as things happen, and then separate both types of feedback.
Giving feedback to people you manage: “As your manager, my job is to help you be successful. As a result, I’ll tell you what I see, as I see it. I’ll give you both positive and upgrade (negative) feedback in a timely way. Because if I don’t, you won’t grow as a result of working with me.”
Paving the way to give feedback to peers and those at a higher level: “We see each other work and are in a unique position to provide each other with feedback. If you see me do something positive or not so positive, I’d like to know. I promise I’ll be receptive.”
Delivering feedback and avoiding The Empathy Sandwich: When you give feedback, separate the positive from the negative. You could say something like, “I want to talk about a few things today. Here are some things that are going well… Now, I also have something to talk with you about that is not going as well… After you deliver the negative feedback, say something like, “I know there is a tendency to dwell on negative feedback. I want to remind you of the positive things we talked about today.”
People can handle negative feedback. They won’t quit if you’re honest about their performance. They will likely become defensive and get upset for a time. That’s ok! Your job when giving feedback is to be clear, timely, and specific. Prepare and practice your delivery out loud. Ensure you have the relationship to deliver the feedback. Don’t worry so much about the response.
The daily monologue in my house sounds like, “I am not your housekeeper. My job in life is not to clean up after you.” I am, of course, talking to my nine-year-old son who leaves his stuff all over the house and doesn’t see it as his job to clean it up. My expectation is that he will pick up after himself, and when he doesn’t, I get very frustrated.
Violated expectations are at the root of disappointment, frustration, and broken relationships. We think, “I expect you to do or be a certain way and you’re not, so I’m unhappy.” If you want to be more satisfied and less frustrated, change your expectations. I don’t mean lower your expectations. I really do mean change them.
My son’s behavior was tortuous until I got the sage advice, “You’re not going to get everything you want. Pay attention to the big things and be ok with good enough.” That’s hard for me. I want things done a certain way (my way). But I also don’t want to do everything myself. So, I find myself altering my expectations and being ok with good enough. And it is very, very difficult.
You likely want each of your employees, coworkers, boss, clients, and vendors to do things a certain way. Sometimes they’ll meet those expectations and sometimes they won’t. Decide what you must have, communicate those expectations (repeatedly if necessary), and let the rest go.
Here are four steps for setting expectations at work:
Setting expectations step one: Consider everything you need or want from a person. Make a list, even if you’ll be the only person who sees it.
Setting expectations step two: Determine what that person is capable of providing. What’s realistic given who they are and the constraints they’re under (time, skills, experience, etc.)?
Setting expectations step three: Reset your expectations, if necessary.
Setting expectations step four: Ask for what you want and be specific about your requests. Telling someone, “This needs to get better,” will accomplish nothing. Telling someone, “I’d like to be included in each meeting that relates to this project and cc’d on all pertinent emails,” may just get you what you need.
As William Ury said in his book Getting to Yes, be hard on the problem and easy on the person. When you address violated expectations, simply share what you expected to have happen and what actually did happen. That could sound like, “I thought we agreed I would be invited to each meeting pertaining to this client. There was a meeting last week I wasn’t invited to. What happened?” Watch your tone of voice when asking this question. Be neutral and curious.
Changing your expectations will likely be a daily occurrence. People won’t necessarily do things your way or even the way you hoped. Decide what you must have, and let the rest go. Just think of all the time and aggravation you’ll save.
You’ve likely either seen the video or heard about the group think that happened before NASA’s rocket the Challenger exploded in 1986. One engineer felt strongly that there was a defect in the Challenger’s design. He spoke up, others disagreed. He continued to speak up, until it became too uncomfortable to do so.
Most employees don’t get that far. Many employees are afraid to speak up at all, feeling that it’s not ok to have a counter-point-of-view, and that those who disagree with ‘management’ are eventually fired. I honestly am not sure where this comes from. It hasn’t been my experience, and yet the fear of speaking up is pervasive. I hear it in almost every organization with which I work.
If it’s not ok to express different opinions, your organization will deliver the same-old products and services you always have. If staying the same works in your industry, great. But stagnation is detrimental to most organizations.
If you want more innovation in the workplace, you have to make it safe to speak up and offer a different point of view. Saying new, different, and even controversial things must be encourage and rewarded.
Five Ways to Encourage Innovation in the Workplace:
Ask for new ideas and different points of view often and wait until you get both.
Don’t allow a meeting or discussion to move on until you get new, opposing, and different points of view.
Positively acknowledge people who risk by saying something new or different from the norm.
Ensure people with new ideas and different points of view are allowed to finish speaking before they’re interrupted or before someone else tries to negate their ideas.
Create a few awards for speaking up in your organization and announce winners publicly and with great fanfare. You get what you reward.
Create Awards to Encourage Innovation in the Workplace:
Acknowledge the person who fails massively trying something new.
Award the person who brings new ideas to the table, regardless of what happens to those ideas.
Celebrate the person who willingly gives you the worst news.
The fear of speaking up and saying something new or different will destroy your innovation efforts. It will also squelch your employees’ ambition and ability to be creative. Make it safe to tell the truth, even when the truth is hard to understand or unpopular, and see what happens to innovation, creativity, and employee productivity and morale.
I’m taking golf lessons, which should frighten anyone within 100 feet. Every time the instructor explains something new, he asks me, “Does that make sense?” “Does that make sense” is a common clarifying question that many people ask, but it’s not a good question for two reasons.
Reason number one: If an explanation doesn’t make sense to me, I’m the idiot for not “getting it.” The question implies that the instructor was clear, I just “didn’t get it.”
Reason number two: The question doesn’t force me to speak, thus the person asking the question doesn’t get any information. “Does that make sense” is like asking a shopper in a store, “Can I help you?” We all know the right answer to that question is, “No, I’m just looking.” This is a similar to when someone asks, “Are there any questions?” The right answer is “no.” And when people say “no,” the person who asked the question often says, “good,” affirming people for not asking questions and making it less likely that questions will be asked in the future.
The purpose of asking questions is to get information. The problem with asking, “Does that make sense?” or “Do you have any questions?” is that the typical answers teach us nothing.
The golf instructor should be asking me:
What did you learn today?
What are you planning to do as a result of what we’ve covered?
What techniques did I demonstrate? Let me see how that form looks.
What questions do you have for me?
If he asks me the clarifying questions above, he will know what I am likely to do on the golf course.
Here are some clarifying questions that will force people to talk and won’t make them feel stupid for asking questions. Instead of asking, “Does that make sense,” consider asking:
“I want to make sure I gave clear instructions. Will you tell me what I’m asking you to do?” You could also phrase the questions like this, “Just so I know how I landed, what do you think I’m asking/expecting you to do?” or “What does a good job look like?” or “What should this look like when it’s complete?”
** These questions may sound condescending and like micromanaging in writing, but the questions can be asked in a supportive and non-judgmental manner. If you’re worried that the questions will make you appear as controlling or micromanaging, just say that. “I want to be sure you’re set up for success. If any of my questions feel condescending, please tell me. That isn’t my intention.”
I was talking with one of my clients a few months ago. She was very upset because she told one of her employees what to do and he didn’t do it. Frustrated, she said, “He knew what to do, and he didn’t do it.” I asked her, “How do you know that he knew what to do?” She replied, “I told him what to do and when I asked if he had any questions, he said no.”
Her situation is a common one. The right answer to “Do you have any questions” is “no.” And we’re surprised when we swing by the person’s desk two weeks later to get a status update on the project, and they haven’t started working on it yet.
Here are some additional examples of clarifying and delegation questions. These questions will force people to speak, providing a clearer sense of what people know and are likely to do.
What questions do you have?
What are you planning to do first? If the person answers this question appropriately, ask what they are planning to do next. If they don’t answer the question appropriately, step in and give more direction.
Provided you trust that the person knows what to do, give a tight deadline and ask to review the person’s work in a few days. Give people some freedom, but not enough to waste a lot of time and go down a fruitless path. Delegation is something at which most managers can improve. More effective delegation will lead to fewer missed deadlines and frustrations in the workplace.
Sign Up
Career tips you won't get elsewhere. Sign up to get a free tip card.
