This Guide contains information about giving and receiving feedback, to supplement information about managing and reviewing performance.
As is widely understood, feedback can be both „positive‟ or „negative‟ (or „constructive‟). It is part of human nature to give feedback, however often this not as constructive as it should be. If we give feedback badly, we can easily demotivate staff and impact on the working relationship with them. It is easy to forget to give positive feedback but we give others positive feedback, we encourage continued desirable actions.
Giving people positive feedback both publicly and privately are both effective. It helps people to build self-belief and confidence. It motivates them to perform well another time. Choosing whether you give this in public or private should depend on what is best for the person who is receiving the feedback. It is wise to find this out in advance.
Positive feedback works well when you:
Give feedback immediately for actions that directly improve a working relationship.
Tell people specifically what they did right.
Ask yourself, how good am I at giving positive feedback, have I planned what I want to say, am I being specific? (“Good job” isn‟t really as helpful as you might think)
When you give negative or constructive feedback, you can avoid the more common pitfalls if you follow a simple process called CRC (Commend, Recommend, Commend). This process helps maintain good working relationships, by giving negative feedback constructively. It sets out a pattern to follows:
· Commend: „I commend (thank) you for completing your latest report before the deadline.
· Recommend: „I recommend (please could) you continue to complete work ahead of the deadlines as it gives me sufficient time to check through it without a last minute rush. · Commend: „I commend (thank) for your commitment to working with me more effectively.
Ask yourself, do I give feedback when it is required, do I give feedback constructively (as above), could any of my „feedback‟, either positive or constructive, lead to conflict, how much/how often would my staff members like to receive feedback?
There are four steps to receiving feedback effectively. They are:
Keep an open mind: Listen to what others say and ask for specific examples to clarify your own understanding.
Show that you have heard and understood: Give an immediate response so that others will know that you have heard and understood their feedback.
Pause: Take time to consider what you want to do about the feedback you have just received.
Take action: Decide whether a change in your behaviour is appropriate, and if so, take action to change.
In addition let others know that you appreciate their feedback. If you are watching your staff member receiving feedback, put yourself in their shoes and consider how you might feel if you were on the receiving end.
Ask yourself these questions:
Would I feel affirmed?
Would my level of commitment have increased?
Would I be keen to get on with the next project to show that I had taken the feedback on board?
Would I feel I could do an even better job?