Providing effective feedback is a managerial skill often overlooked, leaving many struggling to convey constructive criticism that employees genuinely embrace for performance improvement. Transitioning into a leadership role doesn’t automatically equip one with the magic touch needed for effective feedback.
At the Disney Institute, which I attended some years ago now, a profound lesson resonated: “Managers have to be bold, brave, and honest.” This directive underscores the importance of timely and candid communication, addressing team members’ actions and consequences for performance. However, the challenge lies in delivering feedback without triggering defensiveness.
Daniel Coyle, author of “The Talent Code,” unveils a powerful 19-word phrase backed by research from top universities. This magical feedback reads, “I’m giving you these comments because I have very high expectations, and I know that you can reach them.” It fosters a sense of connection and belonging, encouraging individuals to revise efforts for improved performance.
Following this opener, the next steps are crucial. For positive feedback, focus on reinforcing desired behaviours, praising actions you want repeated. Recognition of achievements creates a positive atmosphere, motivating employees to sustain or enhance their performance.
In cases where improvement is needed, adopt a constructive approach. Identify the issue, involve the employee in problem solving, and encourage self-reflection. This method aligns with most employees’ desire to excel, making them receptive to feedback that guides improvement.
Managers are urged to embrace boldness, bravery, and honesty in delivering feedback. This approach garners respect from team members, fostering an environment where employees strive to perform at their best. The key lies in recognising and reinforcing positive actions while constructively guiding improvements, creating a harmonious cycle of growth and development.
Roger Simpson – CEO, The Retail Solution and Author of “The Ultimate Retail Sales Experience” With over 35 years’ industry experience, Roger Simpson is recognized as Australia’s #1 Authority on customer ROI in the retail industry and as a global expert on staff coaching, customer service, and selling skills.
