Can I Give You Some Feedback on Your Feedback?

Scared Guy

Hi there,

I know we don’t know each other very well, but do you mind if I give you some feedback?

Well, I don’t know how to put this. It’s never easy to talk about. Uhm, I’ll just cut to the chase…

You suck at giving feedback.  

Look, it’s not just you. Most managers are pretty terrible at it. Still, you can do better and you should work on it.

Ok? Great. Well then…good chat.

Oh yeah, your coaching stinks too, but we can talk about that later.

Ugh. Sound familiar? Most of us have had a few of these conversations with a boss throughout our careers. There is something our manager wants us to get better at, and they awkwardly stumble through giving us feedback on our performance. They are either too direct or too soft. So blunt that they trigger defensiveness in us, or so indirect that they outright confuse us. They lack details and examples. They don’t help us to see a clear path to improvement.

We leave the conversation feeling sad, pissed off, and perplexed. We don’t improve, and our relationship with our manager is often damaged.

The irony is that while this example is horribly executed, at least it’s feedback!

Most of the time, managers just avoid the discomfort of performance feedback altogether. If you are lucky, they might comment on things you are doing well, but you rarely get constructive feedback and coaching. Consider these recent findings:

  • PwC employee study found that nearly 60% of survey respondents reported that they would like feedback on a daily or weekly basis—a number that increased to 72% for employees under the age of 30. Additionally, more than 75% of respondents believed that feedback is valuable, and about 45% of respondents also valued feedback from their peers and clients or customers. Yet, less than 30% said they receive it.
  • Leadership experts Zenger and Folkman’s study of 900 global employees found that 69% of respondents said they would work harder if they felt their efforts were better recognizedMoreover, 92% of respondents agreed that when managers delivered constructive feedback properly, it was effective at improving performance.
  • Management research firm CEB confirmed that 77% of HR execs believe performance reviews aren’t an accurate representation of employee performance.

That last stat is quite telling. Managers, today, do a lousy job of giving feedback and coaching throughout the year, then performance review time comes around and acts as a forcing function. Yet, even then they “fluff it up,” avoiding the tougher conversations that might unfold by offering an honest assessment.

Or worse, they tell you all the things they should have told you months ago! You get surprised. Your ratings are not as high as you think they should be. Then, any semblance of coaching arrives way too late for you to do anything about it. The toothpaste is already out of the tube…you can’t put it back in, and you’re left with a mess.

Toothpaste2.jpg

This really isn’t all that surprising. A recent study by CareerBuilder.com shows that a massive 58 percent of managers said they didn’t receive any management training.Most managers in the workforce, today, are promoted due to their technical competence, not because they are innately capable of leading others. Making the people around them better requires a distinct set of skills that (typically) must be learned.

This is why after a decade of training managers in primarily Fortune 500 organizations, I’ve come to believe that the two most critical skills a manager must master are: 1) delivering feedback in a way that inspires learning and 2) coaching people to solve their own challenges. When done consistently well, great things happen. Individuals grow. Teams excel. Organizations thrive. Sure, managers need to be well-versed in a myriad of other skills as well. Yet, time and again, I keep reaching the same conclusion. Feedback and coaching is what separates the best from the rest.

Why? Well, the whole point of management is to help maximize organizational resources. People are every manager’s greatest resource. When a person receives timely, transparent, and relevant feedback, and is then coached on how to bring their highest-best-self to their work, they are being fully “maximized.” Not only do they deliver better results, but also they feel more engaged.

Still, easier said than done. It’s personally taken me the better part of my career to figure out how to artfully deliver feedback and coach people to their full potential. This is not exactly intuitive stuff! I want to help managers to expedite that learning curve, and here is the secret as I see it….

Spirit and Service

Okay, stop rolling your eyes. No, really, that’s it! All the skills of excellent feedback and coaching stem from these archetypical underpinnings. How you think determines your actions. When a manager learns to embody these values, his or her actions cannot fail but to inspire.

Women warrior

 

First, we must cultivate our Warrior Spirit and deliver performance feedback by recognizing our duty, finding our courage, and speaking with integrity.

Hands2

Next, we must find our Servant’s Heart to coach others to their full potential. We do this by embracing humility, exercising empathy, and generating possibilities through curiosity.

In the coming months, I’ll be sharing more on how you can learn to bring more of your Warrior Spirit and a Servant’s Heart to your feedback and coaching skills. I invite you to hit the “follow” button so you can receive future blogs.

Example_15David understands how effective leadership generates success. A U.S. Army combat veteran and consultant to thousands of Fortune 500 managers, he is the Founder & Principal Consultant of The Leader Growth Group, a firm dedicated to creating self-aware leaders who inspire more engaged and productive workplaces. Get a copy of his book, “Growing Leaders: 20 Articles to Challenge, Inspire, and Amplify Your Leadership” by clicking here.

*All Rights Reserved. Reproduction, publication, and all other use of any and all this content is prohibited without the authorized consent of the author.

Advertisements

Feedback + Coaching = Higher Performance

Feedback + Coaching = Higher Performance

What do you believe most contributes to missed performance expectations in the workplace? Too lofty of goals to begin with? Not enough talent in place to do the work? Insufficient effort or a lack of incentives to properly motivate? Perhaps.  Yet, my experience is that the more significant culprit is one of two things: 1) a leader’s failure to clearly communicate expectations upfront or 2) a leader’s failure to provide proper feedback and coaching. This is not too surprising as these are challenging skill-sets to learn and can take a lifetime to master (effective coaching in particular).

There are a few key ingredients to demonstrating good coaching as a leader. First, coaching begins with practicing curiosity and a leader will benefit from adopting a coaching style that values inquiry more so than advocacy. This is unnatural for most managers who like to speak from their experience and advocate solutions based on their personal expertise. Yet, if leaders place a premium on listening before speaking, they are more likely to build trust with their coachees and help them develop their own solutions to challenges. Perhaps this highlights one of the greatest differences between management and leadership. Managers seek to control outcomes by problem solving and offering solutions to their people. A leader realizes his or her ultimate goal is to create more leaders. Thus, he or she ask questions that inspire and challenge. Leaders seek to build capacity in the coachee and lessen dependency on the coach’s expertise.

Indeed, if a leader must do one thing exceptionally well to be effective, it’s coach! Yet, because this is such a huge topic of discussion, we cannot possibly cover all that I would like to share with you in a short article. Thus, I am going to focus on one of the most difficult coaching conversations that managers seem to get wrong more often than they get right; delivering constructive feedback and then coaching towards improvement.

Oh the agony we feel when preparing for this coaching conversation! Do
we directly deliver the feedback and simply hope that they take it well? Or perhaps we should indirectly address the feedback, which will likely lower their defensiveness? No wait! Of course. We’ll go with the “feedback sandwich” and deliver a compliment, followed by the criticism, and finally, another compliment to keep their spirits high and save the relationship! While it must be noted that most everyone likes to receive feedback differently, I believe there is a universal approach that can set you up for success. One that reduces anxiety for the feedback giver, lowers defensiveness in the receiver, and ultimately inspires change. I call this framework: The Five Pillars of Constructive Feedback.

1. Create the right mindset

Why is it so unpleasant when we have to give constructive feedback to others? All that anxiety we often experience has to do with our own ego and how we might be perceived. Will they think I am a nitpicking idiot? Will they think I am just a clueless leader who isn’t seeing the whole story? Or maybe, I’ll be seen as the a’hole manager who is a demanding tyrant! Remember that providing constructive feedback to another has nothing to do with you, and it’s not about “fixing” the other person. Constructive feedback is a service and you are engaging in a conversation to help the other person reach his or her potential. If your mindset is to “fix” everything, your voice will communicate judgement and trigger defensiveness. Yet, if your mindset is to “serve,” that will also show up throughout the conversation and create trust. Nothing opens persons (coachees) quicker to your feedback than when they sense you genuinely care about them. To help promote this mindset when delivering constructive feedback, remember without humility, expect futility.

2. Ask permission

“May I give you some feedback?” It’s a simple question, but how often do we jump straight to the assumption that the other person is both ready and willing to hear us out. After all, you are there to “serve” them and you care about their performance. Why wouldn’t they want to listen to what you have to say? Yet, maybe the other person is not in the right frame of mind. Perhaps they are having a really bad day and no matter what you say to them, they will see your feedback as an attack. If you ask the question upfront, you are giving them power and they must choose to give it back to you. In that seemingly insignificant exchange, you have already established a mutual respect that will make the feedback recipient more receptive to you.

3. Remember SBI

This is a tried and true process that works like magic when done right. SBI stands for Situation/Behavior/Impact, and I find it incredibly useful in helping me to remember what’s most important when giving feedback.

 

(S) ituation – This is when you anchor feedback in time, place, and circumstances and it helps the receiver understand the context of your feedback. For example, “remember yesterday afternoon in the staff call, about halfway through the meeting, Bill asked me for my thoughts on our financial outlook.”

(B) ehavior – This is when you are specific to the behavior or non-performance you would like to see changed (again, so the other person may meet their full potential). Think of it like replaying a movie for the other person. For example, “As I began to communicate the importance of adhering to the monthly budget, I noticed you rolled your eyes slightly and then began to check your phone.”

(I) mpact – This is the key to your success. If you just focus on their behavior, expect defensiveness to ensue. Yet, if you speak to the impact on you or the team, you are creating space for a more empathetic conversation. Most people care about whether or not they are disappointing others. If you speak to how the behavior made you feel, you move the other person out of their head and into their heart. For example “This embarrassed me, as I feel it made us look disjointed in front of the team. Others picked up on the tension and I felt as if I was scrambling to regain credibility with them.”

4. Get curious and create spaciousness

Now is the point in the conversation where you might transition from advocacy to inquiry and facilitation. You have delivered your feedback, now give them a voice! How did they view the situation? How might have you contributed to their reaction? Are their deeper concerns that need to be addressed? Know that this is a tender moment for many, and you can possibly expect some level of defensiveness to ensue. Give them space to be heard and acknowledge their point of view. This doesn’t mean you have to agree with them, only that you empathize with their feelings, while respecting their point of view. Note that a common diversionary technique is to broaden the conversation to where their performance is no longer the focal point. Your job as a leader is to keep the heat on them in a respectful and supportive manner.

5. Coach towards the desired performance

It is important when you work with a coachee to determine a clear path to success together. However, there is no need to give him or her all the answers. It is important they discover on their own how they can improve. You might ask, “how do you believe we could avoid this challenge in the future?” Then after hearing them out, you might offer, “If you have an opposing opinion in the future, I honestly want to hear it rather than have you feel like challenging me will offend me. My expectation is that we have a united front when engaging with the larger team in these meetings, and, if we have differences, we should hash them out in private beforehand. Is that an unreasonable expectation or can we both agree on this moving forward?”

This post is a sample chapter from my new eBook “ACTIONABLE! Leadership: Develop Your Inspirational Ability, Motivate Teams, & Achieve Extraordinary Results.”  Claim your free copy by following the below link and start taking action towards meeting your full leadership potential.

Free ACTIONABLE! Leadership eBook

I also invite you to follow this blog so I can share with you on a variety of topics. Thank You!