The Feedback Formula
I don’t know if it’s the contentious times we live in or the sensitivity of so many individuals, but it seems to me that many people are scared to give constructive criticism at work.
We spend a lot of time on this topic in our communication workshops because it’s core to a high-functioning culture where people can thrive.
There’s a way to do it so it’s well received. I call that way, “The Feedback Formula.”
This is not the “shite sandwich,” where you say something nice about someone, deliver the criticism, then say something nice again. People aren’t kindergarteners and they can see this coming a mile away.
Here are 4 steps to delivering constructive criticism that more likely will be well received.
Signal something’s coming. No one likes surprises. This may sound like: Can I talk to you about…? / Can I give you some feedback? / Can I make a request? etc. Give them a moment to mentally prepare.
Explain the impact of their behavior. This is where you use non-judgmental language to explain “the why” behind your ask. Share how their actions or non-actions caused or contributed to a negative outcome.
Ask for a specific “start” or “stop” behavior. This is the part most of us leave out. Using the CPD formula (Clear, Positive, Doable), clearly ask for the behavior you want to see changed.
Offer support. As Kim Scott says in Radical Candor, we need to be direct while also showing we care personally. “Do you need anything from me?” or “How can I help?” or “Do you want me to put you in touch with…”
This should all happen within a minute or two, soon after the incident, and please, please, please make this a regular practice and not something you hold onto for the annual review.
“Can I talk to you about our meeting start times? I understand that you’re busy, but the last three meetings, you arrived over 5 minutes late, and we couldn’t get into the issues without you there, and also I felt disrespected. Can you commit to arriving on time moving forward? If it helps you, do you want to text me in advance when you get tied up?”
