by Neal Whitman

Created on: September 02, 2009   Last Updated: September 03, 2009

"Giving Feedback that Makes a Difference"

Feedback happens to be the shortest word in the English language that contains each of the first six letters of the alphabet. It also happens to be the most powerful way to make a difference. Is there someone who is not doing what needs to be done, the way it needs to be done, when it needs to be done? The solution to this problem almost always is feedback.

The term "feedback" was used by engineers in World War II to describe the information loop to keep a rocket on target. You do not have to be a rocket engineer to figure out that the earlier an adjustment is made, the easier it will be to hit the target. If you wait too long, it may be impossible to make a sharp enough turn. The same is true of people. When they find out as soon as possible that they need to make an adjustment, it becomes more likely they, like a rocket, will "hit target," i.e. do the right thing.

Feedback was not invented in World War II. The Romans figured out how to use a water-level control in a reservoir tank of the household toilet. Likewise, helping others get on track is nothing new. But, it is helpful to start thinking of this process as feedback because specific guidelines can be generated in a systematic way. For example, you cannot ever go wrong if you begin with listening. Ask the other person for self-assessment. And then, listen! Is this person insightful or clueless? This will help you modulate your message. Listening first also signals that you are a fair-minded person willing to hear out the other side.

When you are ready, give feedback as systematically as correcting a rocket launch. Remember that you are giving information to improve performance. Let's say you want to help improve the performance of your food prep assistant.

1. Be specific. Telling someone that the "onion chopping was no good," does not let someone know how to improve. Showing how to mince an onion crosswise is the ticket!

2. Describe behavior, not trait. Telling someone, "Gosh, you're clumsy," is not too helpful. But, show how to hold a cleaver is do-able.

3. Sandwich the negative between positive to reduce defensiveness. Begin with what was good, perhaps how savory the tomato sauce with the added teaspoon of basil. "Good call, there!" Then point out the size of onion pieces "Too big. Let me show you how to mince." Then end with a positive note: "Can't wait to ladle what you created over the pasta."

Hope this helps. Now, please pass the garlic bread.

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