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Business Relationships Archive

Responding to Feedback – Do the Opposite of What People Expect

Most people avoid giving feedback because they’re concerned about (don’t want to deal with) the other person’s defensive response. It’s easier to say nothing than deal with someone’s defensiveness. So, we say things are fine when they’re not.

If you want people to tell you the truth, do the opposite of what they expect when responding to feedback. Rather than become defensive, say, “thank you.”

Accepting feedback

Saying “thank you for the feedback” is not intended to be a Pollyanna response, nor does it mean you agree and that the person is right. Saying “thank you” catches the other person off guard (in a good way) and buys you time to think and respond calmly, making it more likely that you’ll get feedback in the future.

Each of us wants to be thought well of and be seen as competent. Negative feedback calls both into question and the brain responds defensively. The challenge is that defensive responses scare other people into silence. And you only need to get defensive once for people to believe that you don’t deal well with feedback.

Don’t underestimate the power of your emotions and ego. You are likely to respond to feedback defensively, even if you don’t see yourself do it. A seemingly benign ‘explanation’ of why you did something as you did it, is seen as defensive and is thus off putting to others.

Here are six strategies for responding to feedback well:

  1. Have feedback conversations when you have the time to listen and are rested. If you’re tired, on a deadline, or rushing to your next meeting, the conversation will not go well.
  1. If someone catches you off guard with feedback and you know you won’t respond well, interrupt the person. Tell them that you appreciate them bringing this to your attention and you want to give the conversation the attention it deserves, but now isn’t a good time. Schedule a time to finish the conversation within a few days.
  1. Have a plan for how you’re going to respond to scheduled/planned feedback conversations before the conversations start.  Tell yourself, “I will say thank you, end the conversation, and ask for another time to talk.”
  1. If you receive feedback that doesn’t feel accurate, ask others, who you trust, what they think. Just be prepared to hear what they have to say, and, of course, respond with “thank you.”
  1. Don’t respond to negative feedback in the moment, even if the other person wants you to and you think you can do so without being defensive. Don’t underestimate the power of your emotions. You will be upset, even if you don’t feel upset, and your response will be better after you’ve had time to process. Tell the person who gave you feedback that you take their feedback seriously and want to respond thoughtfully, and thus you’re going to think about what they said before responding. People may be frustrated with this response at first, but they’ll be appreciative later.
  1. Be sure to get back to the person, who has feedback for you, within a few days. Tell them you thought about what they said and then tell them how you feel. You can speak candidly. Your words will be calmer and more thoughtful then when you received the initial feedback.

We know people are hesitant to give feedback. Make giving you feedback easier by responding calmly. No one expects to hear “thank you for the feedback.” Your unemotional response will strengthen your reputation and relationships and make it more likely that you get more feedback in the future.

Book Feedback


Manage People Who Give You ‘The Tone’ – Tone of Voice Communication

You know when someone gives you ‘the tone’, similar to when people roll their eyes at you? When you get ‘the tone’ you’re being told that the other person is exasperated.

Tone of voice is one of the hardest things to coach because we don’t hear ourselves. People who give people ‘the tone’ rarely know they’re doing it. One of the best ways I know to effectively coach tone of voice is to ask tone givers to tape themselves during phone calls. Then listen to the recording together and ask the tone giver, “If your grandmother called and someone spoke to her that way, would you be happy?” You can also read written correspondence out loud, adding the tone you ‘heard’, and ask the sender how she would have interpreted the message.

When given the tone, most people feel judged. And when people feel judged, conversations are constrained.

The way to avoid giving ‘the tone’ is to come from a place of curiosity. When you ask the question, “What were you thinking when you approached the customer that way,” you can sound curious or judgmental. Being judgmental evokes defensiveness, which shuts conversations down. Being curious creates discussion.

Consider asking questions like these to invite discussion:

• Tell me more about… • Help me understand what happened here… • What are your thoughts about… • What’s the history behind….

Any of these questions will lead to a good discussion, if you manage your tone.

If you want to get information or influence someone, ask questions and engage the person in a dialogue. We often try to persuade people by giving them information. This rarely works. Instead of overloading people with data, ask questions that evoke discussion. Through discussion, you might get to a different place. And if not, you’ll at least have learned why the other person thinks as they do, and you will have shared your point of view in a way that is inviting versus off-putting.

It’s easy to give people ‘the tone’ when we’re tired and frustrated. Try to avoid difficult conversations when you’re tired or stressed. Wait to have important conversations until you know you can manage yourself and your tone.

 


How to Respond to Negative Feedback

The people you live and work with are hesitant to give you negative feedback. They’re afraid you’ll freak out, and they don’t want to deal your freak out. It’s easier to say nothing.

When I started teaching how to give and receive feedback, I provided elaborate explanations as to the predictable response to feedback and the rationale for that response. Now I’ve boiled the natural response to receiving feedback into three words: The Freak Out.

Every person you know – personally and professionally – wants to be liked and approved of. Even the people in your organization who you think are lazy, want you to think highly of them. And when anyone calls another person’s competence into question, that person is likely to freak out (become defensive).

It’s very difficult not to get at least a little bit defensive when receiving feedback. A defensive response often sounds something like, “Thanks for the telling me that. Can I tell you why I did it that way?” The problem with that slightly defensive response is that what the other person hears is, “You’re not listening. I am wasting my time talking to you.” Then the conversation quickly ends. People want to feel heard. And when the feedback recipient becomes defensive, the person giving feedback doesn’t feel heard.

Don’t feel badly about becoming defensive when you receive negative feedback. Becoming defensive when receiving bad news just means you’re a living, breathing human being with feelings. That beats the alternative. But The Freak Out scares people. They don’t want to deal with your mild, moderate, or very defensive reactions.

Because people want to avoid The Freak Out, they keep negative feedback to themselves, or worse, tell someone else. If you want more truth, you need to make it clear there won’t be negative repercussions for speaking up.

Here are seven steps to get others comfortable giving you negative feedback:

1.  Ask for feedback.

2.  Be specific about the type of feedback you want.

3.  Tell the person from whom you’re asking for feedback when and where she can observe you in action.

  • A bad example of asking for feedback: “I really want your feedback. Feel free to give it anytime.” This is too vague and doesn’t demonstrate seriousness on your part.
  • A good example of asking for feedback: “I really want your feedback on the pace of the new-hire-orientation program. Will you call into the first hour next Wednesday at 9:00 a.m. and tell me what you think of the pace and why?” This request tells the person specifically what you want and demonstrates you’re serious about wanting feedback.

4. When you receive feedback, say, “Thank you for telling me. I’m going to think about what you’ve said and may come back to you in a few days to talk more.”

5.  Don’t respond to negative feedback immediately. Walk away instead of responding.

6.  If you’d like more information or want to tell the person you disagree with what they said, wait until you’re calm to have that conversation. That can be minutes or a few days later.

7. You can express a counterpoint of view, just don’t do it immediately after receiving feedback. Anything you say in the moment will likely sound defensive.

No matter what a person’s role in your life – your boss, a peer, external customer, or even spouse – it takes courage to give you feedback. When a conversation requires courage, the speaker’s emotions are heightened. If the feedback recipient’s emotions rise in response to the feedback, conversations escalate. This is how arguments start. If you want to put the other person at ease and get more feedback in the future, do the opposite of what people are expecting. Rather than getting even the slightest bit defensive, do the opposite. Say, “Thank you for the feedback. I’m sorry you had that experience. I’m going to think about what you’ve said and may come back to you to talk more.” Then walk away.

Walking away, when all you want to do is react, is very difficult. Walking away will require a good deal of self-control, but the rewards are great. You will build trust, strengthen relationships, and get more information than you have in the past – information you need to manage your career, reputation, and business.


Eliminate Your Business Blind Spots

You will be passed over for jobs, projects, and opportunities – personally and professionally. People will choose not to buy from you, and they’ll choose not to be your friend and romantic partner. And that’s ok. Not everyone is our right “customer.” The key isn’t to win every opportunity. Rather, it’s what we do when we don’t get what we want.

When you’re done feeling disappointed, mad, and frustrated, get curious. Find out why you were passed over. I’ll never suggest you make changes. I simply want you to know what’s standing in your way, so you have power – the power to choose.

We all have blind spots – things we do that are off-putting to others, that we’re not aware of. For the most part, people won’t tell us our business blind spots, instead, they simply pass us over. Being rejected is feedback, it’s just not specific enough to help us make different choices. If you want to be able to change your behavior, you need to know what behaviors are standing in your way. Then you can choose what, if anything, to do about those behaviors.

When you get turned down for an opportunity, practice these strategies to eliminate your business blind spots:

  1. Allow yourself to have an emotional reaction, to feel disappointed, and to grieve the loss.
  1. When your emotions dissipate, call people who can tell you why you were turned down, and ask for feedback. The goal of the conversation: Eliminate your business blind spots.
  1. Be humble and open.

Consider saying something like, “Thank you so much for considering me/us to support your needs. We were disappointed not to win your business. Would you be willing to share what had you choose a different provider and what we could have done differently to be a stronger candidate? I’ll be grateful for anything you’re willing to tell me.”

Depending on the circumstances, you could also say something like, “I wasn’t put on the _______ project. I wonder if you have any information as to why.  I appreciate anything you’re able to tell me. Your input will help me grow and eliminate my business blind spots.”

  1. Regardless of what you hear, thank the person for the feedback. You can ask for additional information and ask who else you can talk with, but don’t become defensive. The less defensive you get, the more feedback you’ll get. Make it easy to tell you the truth.

Remember, information is power, and power is control. Many people don’t give direct feedback because they’re afraid of the other person’s reaction. Surprise people by being open to feedback and eliminate your business blind spots.

  1. Validate feedback that doesn’t feel right to you. If you’re not sure what someone told you is accurate, vet the feedback with other people you trust. Simply ask other people who are aware of your performance, “I received this feedback. Does that resonate with you?”
  1. Sit with the feedback for a few days before taking any action.
  1. When your emotions have passed, decide what – if anything – you want to do with the input you’ve received. Perhaps you want to make changes. Perhaps you don’t. Either way, you have more power than you did before you received any input.

You won’t win them all. The key isn’t avoiding rejection, it’s what you do when you don’t get what you want. Be brave. Be open. Ask for feedback. And you’ll have the power to make different choices next time, if you want to.


Manage Your Professional Reputation

You’ve heard countless times that you never get a second chance to make a first impression. So when something not-so-positive happens – a customer is upset, you missed a deadline, or made an error – don’t let your boss find out about it from someone else. Manage your professional reputation and get there first to create the first impression of what happened.

Managers don’t like surprises. If your manager is going to get a call about something that isn’t positive, let them know before the call comes in. You will create your manager’s perception of the situation, and perceptions are hard to change.  Don’t wait for the s*** to hit the fan. Get ahead of the problem by coming forward and giving your manager and other stakeholders a heads up.

Boss Phone CallIt could sound something like this, “I just had a tough conversation with John in IT. You may get a call.  Here’s what happened… I didn’t want you to be surprised.”

Or “I told Brian at Intellitec that we’re raising our prices in the second quarter. He wasn’t happy. You may get a call.”

Or let’s say you’re going to work on a strained relationship. Tell your manager before you take action.  It could sound something like this, “I want to work on my relationship with Julie. Our relationship has been strained since we worked together on the software project last year. I’d like to approach her, tell her that I know our relationship is strained, and that I’d like a good working relationship with her. Then I’d like to ask if You Create the first Impressionshe’s willing to have lunch with me, talk about what’s happened, and see if we can start again in a more positive way.  What do you think of me doing that?  Would you approach the conversation differently? I don’t know how it’s going to go, so I wanted you to know what I’m planning to do, just in case it backfires, and you get a call.”

Manage your professional reputation assertively by taking responsibility for mistakes, working on damaged relationships, and telling your manager before someone else does!


Give Feedback Privately and Quietly – Let People Save Face

The purpose of feedback isn’t to teach people a lesson, it’s to elicit certain behavior.

Below are six strategies for giving helpful and succinct upgrade feedback:

  1. Write down your message. Save it as a draft. Re-read it later, when you’re not emotional, then cut the words in half. Shorter is better.
  2. Remove emotion. Examples are helpful, emotion is not.  Emotion: You embarrassed me. Example: You raised your voice at me in front of others.
  3. Remove judgments. Vague words are judgmental. Judgment: Your behavior was unacceptable. Specific: You rolled your eyes at a coworker.
  4. When you can deliver your message in about a minute, without emotion or judgment, you’re ready to speak.
  5. Deliver all upgrade feedback in a private setting, behind a closed door.
  6. Then, let it go. When the conversation is over, it’s over. Don’t stay angry or remind the person of the situation. If the behavior is repeated, discuss it then.

Say only what you need to. Deliver messages privately. Protect the ego, which is fragile. Let people save face.


Why Employees Don’t Do What They Need to Do – Improve Employee Performance

How many times have you been sitting at your desk wondering, “Why won’t they ___________ ?” Perplexed, you talk with your buddy at work. The conversation goes something like, “I’ve got this person, and I can’t figure out why they won’t ______________.” Or perhaps you talked directly to the person, but after several conversations, they still haven’t done what you asked them to do.

employee performance

There are four reasons why people don’t do what you ask them to do:

  1. They don’t know how.
  2. They don’t think they know how.
  3. They can’t.
  4. They don’t want to.

Reason number one for a lack of employee performance, they don’t know-how, is the easiest to solve. People who don’t know how to do something need training, coaching, a mentor, a job aid or some other form of instruction. The hope is that with the right training and exposure, they will be able to do what you’re asking.

Reason number two for a lack of employee performance, they don’t think they know how, can be improved over time with patience and consistent coaching. You aren’t working with clean slates. Most people are recovering from or reacting to a past relationship or situation. If a person worked for a controlling manager who never let them make a decision or worked for someone who invoked punitive consequences for making mistakes, the person will likely be hesitant to make decisions. Hence why they continue to ask questions and repeatedly check in, but never make a decision independently.

If you work with someone who doesn’t think they know what to do, but you know they have the answer, encourage them to trust themself. When they come to you for validation or approval, ask questions, don’t give answers. Tell the person you trust their judgment and encourage risk-taking. Tell them you’ll support their decision, even if it proves to be the wrong one. And encourage them to make a decision next time without consulting you. Then keep your word. If they make a wrong call, you have to have their back and can’t invoke negative consequences.

Reason number three for a lack of employee performance, they can’t, is challenging but clear-cut. People who can’t do a task their brains aren’t wired for, will never do that responsibility well, regardless of how much coaching, training, and assistance you provide. If you have repeatedly and effectively, coached, trained, and provided support and the person still can’t do what is being asked, remove that responsibility and give the person something they can do well. If that responsibility is a large part of the job, you have someone in the wrong job. It’s time to make a change.

Reason number four for a lack of employee performance, they don’t want to, is annoying but manageable. There are lots of reasons people don’t do things they don’t want to do. Those reasons include, but aren’t limited to, boredom, lack of buy-in as to why something is important, insufficient time, feeling like a task is beneath them, etc. If you’ve got someone who can but doesn’t want to do something, you can either take the responsibility away, incent them to do it, or give feedback EVERY TIME the task doesn’t get done.

Giving negative feedback isn’t fun for the giver or the receiver. No one wants to hear that they aren’t meeting expectations and most people don’t want to tell you. But the discomfort of receiving negative feedback EVERY TIME the person doesn’t do what they need to do will create behavior change. They will either begin doing what you ask, quit, or ask for a transfer. Either way, your problem is solved.

The first step in getting people to do what you want them to do is to discover why they’re not doing what you ask. It’s impossible to appropriately manage employee performance if you don’t know why someone isn’t doing what needs to do be done. And the person to ask why a responsibility isn’t getting done isn’t you or your buddy, it’s the person not doing the work. So, get out of your head, leave your office or laptop, and go talk to the person not doing the work.

Here’s how to start an employee performance conversation:

“I’ve noticed you’re not doing ___________. Help me understand what’s happening.” Watch your tone, inquire from a place of genuine curiosity, and identify the reason they aren’t doing what they need to do. Then you can intervene appropriately and hopefully get what you want.


How to Ask for A Raise – Make a Plan

The best way to get your next job is to be great at your current job and ask for more. And the same goes for asking for a raise. Do a great job, make your contributions known, and work with your boss to create a plan to help you get to the salary you want.

Saying or acting as if you’ve been treated unfairly and that your talents aren’t being recognized may be true, but it may also get you the reputation as a negative whiner. People want to work with positive and appreciative people. Demonstrate both when asking for more.

Below are eight steps for asking for a raise:

How to ask for a raise step one: Write down the accomplishments you’re proud of since your last significant pay increase.

How to ask for a raise step two: Find out what your job pays on the open market. Jobs are assigned a value and a pay zone that is often transferable across industries. For example, if an entry level accountant at a big four accounting firm is earning $60,000, the pay zone is likely $50,000 – $70,000. If said employee asks for $64,000, that’s realistic. If they ask for $85,000, they’ll be seen as out to lunch. If an employee wants to earn $85,000, with their current level of education and experience, they’ll have to switch careers.

How to ask for a raise step three:  Learn your company’s philosophy on compensation. Companies often deliberately decide to pay in the top, middle, or lower part of pay zones. For example, if an industry like sports or entertainment is glamorous and lots of people want to work in that industry, jobs are likely to pay less. Perhaps a company has great perks and benefits, and in exchange, pays less. Alternatively, some companies want to be known as providing the highest compensation and will pay for it. Knowing where your company falls on the compensation spectrum will help you determine a realistic number to ask for. Your Human Resources representative can answer these questions.

How to ask for a raise step four: Be prepared to present and talk about the impact you’ve made on your organization. Focus on accomplishments and how you’ve changed the business, not on how hard you’ve worked. Results get rewarded.

How to ask for a raise step five: Don’t give an ultimatum, unless you’ve already discussed a pay increase a few times, nothing has changed, and you’re ready to leave. Instead, work with your manager to create a realistic plan to get you to an agreed-upon pay rate. Put the plan, with specific milestones you need to hit, in writing and agree to discuss results quarterly. Managers may be hesitant to promise a future pay increase, but will support written work-related goals, which will help you make the case for a pay increase.

How to ask for a raise step six:  Don’t be afraid to ask for a raise. You may not get the raise you want, but nothing bad will happen for asking, providing you do so appropriately. The initial conversation could sound something like, “I love working here and am really enjoying my job. Because of my contributions to our organization, I feel I’m worthy of a pay increase. Can we schedule a time to talk about what might make sense? And with your permission, I’d like to send a list of my most recent accomplishments. Would that be ok?”

How to ask for a raise step seven:  Discover who needs to support your pay increase. Your boss may not have the ability or authority to give you an increase. Subtly ask what they can do. That could sound something like, “Who needs to participate in the decision to grant me a pay increase? Is there anything I can do to assist with sharing my accomplishments or making the case for an increase?”

How to ask for a raise step eight: Once you know what your job pays across industries and your company’s philosophy on compensation, ask for a realistic number that will make you happy. If you’re asking for large increase, consider incremental raises over a period of months.  Ask for something that’s easy to say yes to.

If you think you deserve a pay increase, don’t be afraid to ask. Ask in a positive way, focusing on the value you’re adding to the business. Be patient and work with your boss to create a plan to get where you want to be. The worse you’ll hear is “no.” And if the answer is no, you’ve planted a seed and opened the door to the next conversation.


Setting Expectations Leads to Greater Happiness

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 six-year-old son who picks up nothing. Instead, he throws everything on the floor. My expectation is that he will pick up after himself, and when he doesn’t (ever), I am 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.

Setting expectations

When I had my son, I had no idea how difficult it would be to have someone I barely knew (our first nanny) take care of him. It 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.


Business Communication – Keep Things in Perspective

You interviewed for a job four weeks ago but haven’t heard back from the recruiter. You asked a coworker to have lunch, no reply. You asked a team member for a document, but after three emails, two texts messages, and a voicemail, still no reply.

It’s normal and natural to go to a dark place when we don’t get a response we’re expecting. We wonder, “Maybe they don’t like me? Perhaps they don’t want me involved in the project? Did I step on their toes? Maybe I asked in the wrong way?”

Wondering why we haven’t heard from people and inventing reasons for the lack of communication is normal and natural. It’s also exhausting and draining.

I’ll admit, I am on pins and needles after I deliver a training program, until I connect with my client to hear how they felt about the program. Even when I know I did a great job, I need to get the feedback and I’m on edge until I get it.

I’ve had enough training on communication and interpersonal relationships to know that others’ responses are usually not personal. People are busy taking care of themselves, as they should. They’re thinking about their own deadlines, deliverables, and the demands on their own time. Ninety-nine percent of the time they’re not thinking about us.

People are wired for self-preservation, and this very good and important. If you don’t take care of yourself, who will? The question, is how do we get our own needs met when we don’t get the response we’re expecting or the communication we need?

The most powerful approach is to remember that people’s response or lack thereof has nothing to do with us, and to let it go. Don’t be consumed with the lack of communication. Move on. You’ll hear back from the person when you hear back. This would be a powerful position to take, and it’s very difficult, at least for me.

The next approach could be to make up an interpretation that empowers you. You’re going to invent a reason you haven’t heard from the person, you might as well invent a reason that makes you feel good. For example, “The person participated in an escape room this past week and hasn’t made it out yet. They don’t have an Apple watch and have no way to communicate.”

Another approach is to set expectations when you begin working with people. Ask the recruiter, “If I haven’t heard back from you and a few weeks have passed, is it ok if I call to check in?” Ask your boss, “Is it ok if I reschedule meetings that get cancelled?” Ask your coworkers, “If I need information but haven’t heard back after three attempts, what should I do? Who else can I ask rather than wait?” Having a plan in place when you don’t get the communication you need will give you a clear course of action, rather than guessing.

But ultimately the most powerful – even if it’s the most difficult – response is to know deep down that the lack of communication is not about us.


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