5 Keys for Effective Feedback

From performance reviews to customer service surveys, nothing is more frustrating than receiving useless feedback.  "I didn't like it;" "it sukd [sic];" "Wonderful!"  "Couldn't be better!" or "Nothing to note" are just a few examples of unhelpful feedback.

In order for feedback to be effective, it needs to be specific--what was not liked about the product?  Why did it suck?  What was wonderful?  Being specific allows the receiver to know what not to do and what to continue doing.  Statements such as "Couldn't be better;" or "it was perfect!" are not constructive--in fact, they're destructive.  Everyone can always learn something more or do something differently that will give a little extra pizazz.

There are 5 Keys to Effective Feedback.

1. Make a Sandwich.  People will remember negative comments at a general ratio of 2:1.  For every negative comment, you need to make at least two positive statements.  People also remember the first and last thing you say, so by making the first and last statements positive and encouraging, the feedback will become more valuable.
2. Be specific.  "Carl, your sales this month have been stellar!  You are 25% higher than your sales from last month at this time.  I can see that you're really grabbing the bull by the horns and tackling those telemarketing calls!  But, we do need to discuss your TPS reports..."
3. Be Encouraging.  In the example above, Carl receives positive reinforcement as well as encouragement; then receives his constructive criticism.
4. CONstruct--not DEstruct.  Construction is to build up; destruction is to tear down.  Simon Cowell is destructive.  "That is possibly the worst thing I've ever heard," is not at all helpful--and is also very subjective.  Iron Chef judges tend to be constructive in their feedback.  "This dish is amazing.  I really like how you married the garlic and the watermelon;" or "This is a unique mixture of flavors, but I think they're all trying to be noticed at once--like a palatalized cacophony."  Okay, maybe not the last one, but you get the point.
5. Be honest, yet objective.  Have a list of criteria for your feedback.  Did the person achieve the objectives?  What could they have done differently to make it even better?  It requires thought and hypotheticals.  Use them.  Use them both.  The more detailed you can be, the better--but don't go overboard.  You don't want to nit-pick.

By using these 5 key techniques in giving feedback, you will help your employees grow and mature--perhaps even blossom--into their full potentials.  For more information on helpful and constructive feedback, check out these great books!