David Gousset
After the post The Astonishing Power of Feedback: 7 Principles to Transform Your Workplace Culture, welcome to the second post in our three-part series on mastering the art of giving feedback in the workplace. In our first post, we delved into the philosophy of feedback—understanding its importance and the human element involved. Now, we focus on the practical side of feedback: the techniques that make it effective. As an expert in team management and soft skills development, I’m excited to share proven strategies to help you provide feedback that resonates and drives meaningful change.
The Foundation of Effective Feedback Techniques
Effective feedback isn’t simply delivering a message; it’s about ensuring that the message leads to improvement and growth. To do this, you need the right techniques—tools that help you deliver clear, actionable, and motivational feedback. One essential technique is the use of structured feedback models like GROW and BOOST, which provide a framework for giving feedback that is both specific and supportive.
Feedback is the breakfast of champions. — Ken Blanchard
The GROW Model: A Framework for Success
The GROW model is a popular coaching and leadership tool designed to guide conversations toward setting and achieving goals. GROW stands for Goal, Reality, Options, and Will, providing a simple yet powerful framework for giving feedback.
- Goal: Start by clarifying the desired outcome. What does the person want to achieve?
- Reality: Discuss the current situation. What is happening now, and what obstacles might be in the way?
- Options: Explore possible strategies to achieve the goal. What could the person do differently?
- Will: Finally, agree on the next steps. What actions will they take to move forward?
Example: Imagine a team member struggling to meet deadlines. Using the GROW model, you could begin by discussing their goal of improving time management (Goal), explore the challenges they currently face (Reality), brainstorm strategies like prioritization or delegation (Options), and conclude by agreeing on specific actions they will take to improve (Will).
Exercise: Practice the GROW model with a colleague or team member. Choose a small, manageable goal to start with, and guide the conversation using the GROW framework. Reflect on how this structure helped clarify the issue and led to actionable steps.
BOOST Feedback: A Simple and Effective Feedback Technique
Another useful feedback strategy is the BOOST model, which stands for Balanced, Observed, Objective, Specific, and Timely.
The BOOST model is a feedback framework widely used in leadership and management training. The model is a product of the broader movement in the late 20th and early 21st centuries toward structured and effective communication in the workplace, especially in the context of performance management. The BOOST acronym has been adopted by various training organizations, management consultants, and leadership coaches as a valuable tool for providing feedback.
BOOST ensures that the feedback is timely, targeted, and fair.
- Balanced: Ensure your feedback is balanced by including both positive and constructive points.
- Observed: Base your feedback on observed behaviours, not assumptions or hearsay.
- Objective: Keep the feedback objective, focusing on facts rather than personal opinions.
- Specific: Be specific in your feedback, providing clear examples of what worked and what didn’t.
- Timely: Give feedback as close to the event as possible to ensure it is relevant and impactful.
Example: After a team meeting, you might use the BOOST model to provide feedback to a team member who successfully led a discussion but struggled with time management. You could say:
- “You did a great job facilitating the discussion (Balanced).
- I noticed the meeting ran 15 minutes over the scheduled time (Observed).
- To keep future meetings on track, consider setting a timer or assigning a timekeeper (Objective and Specific).
- Providing this feedback immediately after the meeting makes it actionable (Timely).”
Call to Action: Try using the BOOST model in your next feedback session. Balance your feedback to ensure it’s both encouraging and constructive, and observe the difference it makes in how it is received.
Radical Candor: Challenging Directly While Caring Personally
Radical Candor, popularized by Kim Scott, is about caring personally while challenging directly. It’s a feedback technique that encourages honesty while maintaining empathy. The idea is to be open and direct in your feedback, always with the intention of helping the person improve.
Radical Candor is guidance that’s both kind and clear, specific and sincere. — Kim Scott
Example: Let’s say you have a team member who is highly competent but occasionally oversteps boundaries with colleagues. Radical Candor would involve acknowledging their strengths while clearly addressing the behaviour that needs to change. You might say, “I appreciate your initiative and drive; it’s one of your biggest strengths. However, I noticed you interrupted others multiple times in our last meeting. To maintain a collaborative environment, I encourage you to give space for others to share their ideas.”
See below what the discussion could look like:
Manager: “Hey, Alex, do you have a moment to chat?”
Team Member: “Sure, but if it’s about work, I’m pretty sure I’m on top of everything.”
Manager: “I know you are, and I want to start by saying how much I appreciate your expertise and the passion you bring to our projects. Your ability to quickly identify solutions and take charge is one of the reasons our team consistently meets its goals.”
Team Member: “Thanks, I’ve been putting a lot of effort into making sure things run smoothly.”
Manager: “Absolutely, and it shows. That said, I also want to bring up something I’ve noticed. In yesterday’s meeting, there were a few moments where you spoke over others while they were sharing their ideas.”
Team Member: “Really? I don’t think I did that. I was just trying to keep things moving and make sure we covered everything.”
Manager: “I understand your intention, and your drive to keep things on track is one of your strengths. However, it’s important that everyone on the team feels they have the space to share their thoughts. I noticed that a couple of people seemed hesitant to contribute after being interrupted.”
Team Member: “I’m not sure I agree. I thought I was just being efficient.”
Manager: “Efficiency is crucial, and your ability to steer the conversation is valuable. But collaboration thrives when everyone feels heard. To foster that environment, I’d encourage you to be a bit more mindful of giving others the chance to finish before jumping in. It will help the team feel more valued and engaged.”
Team Member: (Pauses) “I hadn’t thought about it that way. I guess I could work on that.”
Manager: “I appreciate you being open to this. I’m confident that you’ll find the right balance with a bit more awareness. Thanks for being willing to consider this, and keep up the great work—you’re a key part of this team.”
Exercise: Reflect on a situation where you hesitated to give direct feedback. How could you have used Radical Candor to address the issue while showing that you care about the person’s growth? Consider practising this approach in your following challenging feedback conversation.
Read also: The Ideal Team Player, the ultimate 3 criteria you must look for
The Role of Active Listening in Feedback
Active listening is an often overlooked but crucial component of effective feedback. It involves fully focusing on, understanding, and responding to the person you’re giving feedback to. Active listening ensures that the feedback is a two-way conversation, not just a one-sided critique.
Example: what to do (applying active listing principle) and not to do
Applying Active Listening
Manager:
“Hi, Sarah. Thank you for taking the time to meet with me today. As you know, this is our quarterly performance review, and I’d like to discuss how things have been going for you. But before I start, how have you been feeling about your work lately?”
Employee (Sarah):
“Thanks for asking. To be honest, I’ve been feeling a bit overwhelmed. There have been a lot of deadlines, and I’m struggling to keep up with everything. I’m doing my best, but it feels like I’m falling behind.”
Manager:
“I can hear that you’re feeling stressed with the workload, and it sounds like you’re concerned about meeting all the deadlines. Is that right?”
Employee (Sarah):
“Yes, exactly. I’ve been putting in extra hours, but it’s still challenging to manage everything.”
Manager:
“I appreciate your dedication and the extra effort you’ve been putting in. It sounds like the volume of work is becoming unmanageable for you. Can you tell me more about which tasks or projects are causing the most stress?”
Employee (Sarah):
“Well, the marketing campaign project has been particularly tough. There are so many moving parts, and it’s hard to keep everything coordinated, especially when other urgent tasks keep coming up.”
Manager:
“That makes sense. It sounds like the marketing campaign is a major pressure point for you, especially with other tasks popping up. It seems like prioritizing has been difficult. Is that fair to say?”
Employee (Sarah):
“Yes, prioritizing has been really hard. I’m never sure if I’m focusing on the right things.”
Manager:
“I hear you. It must be frustrating not knowing if you’re putting your energy into the most important areas. Let’s take a moment to break down what’s on your plate and see if we can figure out a better way to prioritize. Would that help?”
Employee (Sarah):
“That would be really helpful, thank you.”
Manager:
“Great. I want to make sure I fully understand your situation so we can come up with a plan that works for you. Let’s list out the tasks you’re currently handling, and we’ll look at them together.”
Employee (Sarah):
“Okay, I have the marketing campaign, weekly reports, and the client presentations. Plus, there are the daily support tasks that keep coming up.”
Manager:
“Got it. I see there’s a mix of ongoing tasks and urgent, ad-hoc requests. Would it be helpful if we could delegate some of these tasks or adjust deadlines where possible?”
Employee (Sarah):
“Delegating some tasks would be great, and maybe extending a couple of deadlines would give me some breathing room.”
Manager:
“Let’s explore that. I can see how extending deadlines and getting some support on certain tasks could alleviate some of the pressure. Let’s identify which tasks we can delegate or reschedule, and then I’ll help coordinate with the team. How does that sound?”
Employee (Sarah):
“That sounds like a solid plan. I appreciate you taking the time to work through this with me.”
Manager:
“Of course, Sarah. I want you to feel supported and confident in your work, but we also need to keep our eye on delivering results. We’ll check in regularly to make sure this plan is working and adjust as needed. And remember, if you ever feel like you’re getting overwhelmed again, let’s address it right away.”
Employee (Sarah):
“I will, thank you. This conversation really helped.”
Manager:
“I’m glad it did. Let’s keep the lines of communication open, and don’t hesitate to reach out if you need anything.”
Not Applying Active Listening
Manager:
“Sarah, As you know, this is our quarterly performance review.
Let’s get straight to it. I’ve noticed that you haven’t been keeping up with deadlines, and this is becoming a problem. Why aren’t you managing your time better?”
Employee (Sarah):
“Well, I’ve been trying, but there’s been a lot of work, and I’m feeling overwhelmed with the number of tasks on my plate.”
Manager:
“I don’t want to hear excuses. Everyone has a lot of work. You need to figure out how to handle it. What’s so difficult about prioritizing your tasks?”
Employee (Sarah):
“The marketing campaign is taking up a lot of my time, and then there are the daily support tasks that keep coming up unexpectedly.”
Manager:
“That’s no excuse. You should be able to handle multiple tasks at once. Just focus on the marketing campaign and get it done. Everything else can wait.”
Employee (Sarah):
“But the other tasks are urgent too, and they’re adding to the stress.”
Manager:
“Stress is part of the job, Sarah. You need to toughen up and just get it done. I don’t have time to micromanage you. Figure it out, and make sure you’re meeting your deadlines from now on.”
Employee (Sarah):
“I’ll try, but it’s really challenging.”
Manager:
“Trying isn’t enough. I expect results. This is your responsibility, and I need you to step up. No more excuses.”
Employee (Sarah):
“Okay, I understand.”
Manager:
“Good. I’m counting on you to deliver. Let’s not have this conversation again.”
Exercise: In your next feedback session, practice active listening by asking open-ended questions and allowing the other person to speak without interruption. Reflect on how this changes the conversation’s dynamic and enhances your feedback’s effectiveness.
Real-Time Feedback: The Power of Immediate Reinforcement
Even though organized feedback sessions are crucial, instantaneous input is just as significant. Giving feedback as soon as possible after an incident guarantees that the context is still relevant and that the feedback has a more substantial impact. This method works exceptionally well for promptly resolving problems and rewarding good behaviour.
Example: if a team member handles a difficult customer situation exceptionally well, give them immediate positive feedback. You might say, “I just saw how you managed that customer complaint. Your calm demeanour and quick problem-solving turned a negative situation into a positive one. Great job!”
Call to Action: Make it a habit to give real-time feedback throughout your day. Whether it’s a quick word of encouragement or a gentle correction, immediate feedback can have a powerful effect on your team’s performance.
Feedback Exercises for Teams: Building a Culture of Feedback
To embed feedback into your team’s culture, consider implementing regular feedback exercises. One effective exercise is the “Start, Stop, Continue” retrospective, where team members share what they think the team should start, stop, and continue doing. This simple exercise promotes open communication and continuous improvement.
Example: At the end of a project, hold a “Start, Stop, Continue” session with your team. Encourage everyone to share their thoughts and use this feedback to make adjustments for future projects. This exercise improves team dynamics and reinforces the value of continuous feedback.
Call to Action: Try incorporating a “Start, Stop, Continue” exercise into your next team meeting. Use the feedback to make tangible improvements and show your team that their input is valued.
Feedback Techniques for Challenging Situations
Giving criticism under challenging circumstances—like handling conflict or addressing subpar performance—requires striking a careful balance between firmness and sensitivity. Methods such as the “SBI” (Situation-Behavior-Impact) model might be constructive in these situations.
- Situation: Describe the specific situation where the issue occurred.
- Behaviour: Clearly identify the problematic behaviour.
- Impact: Explain the effect of the behaviour on the team, project, or organization.
Example: If a team member consistently misses deadlines, you might say, “In the last two sprints (Situation), you missed the deadline for your deliverables (Behavior). This caused a delay in the project timeline and affected the rest of the team (Impact). Let’s discuss how we can prevent this from happening.”
Exercise: Identify a challenging feedback situation you’ve encountered recently. Practice applying the SBI model through role-playing or writing out the feedback you would give. Reflect on how this technique helps you deliver clear, direct, and constructive feedback.
Conclusion: The Power of Feedback Techniques in Driving Success
As we conclude this second part of our series, it’s clear that the techniques you use to deliver feedback can significantly impact its effectiveness. By mastering techniques like GROW, BOOST, and Radical Candor, you can provide input that addresses issues and motivates and empowers your team.
Call to Action: Incorporate these feedback techniques into your leadership style and observe their difference in your team’s performance and morale. Stay tuned for the final post in this series, where we’ll explore how to build a feedback-driven workplace culture.
