Getting and using feedback

Feedback is a word some people dread and others thrive on. Why is this? Why do some of us fear saying what we really feel or hearing it from others?

Look in your inbox and you probably have a gazillion requests for feedback from various online purchases, bookings and engagements you’ve made. Most businesses ask for feedback because they want to use it to improve. It’s so valuable - when it is given and received in an appropriate, structured way. What gives feedback a bad name is when people do it poorly or incorrectly.

In this blog we’re going to look at the positive impact of regular two-way feedback, types of feedback channels, and explore how building feedback into your company culture can boost engagement and be a catalyst for change.

How can we improve if we don’t get feedback?

The simple answer is we can’t. You will never know you could improve the way you do things if you don’t ask or nobody tells you.

Why do you think companies are so eager to hear from you when you make an online purchase? They want to know so they can improve the way they serve you. Well, most of them do!

Two-way feedback supports improvement in people performance and behaviours. It can motivate, encourage, guide, correct, prevent, develop and build confidence. It’s a way to help people flourish and make meaningful contributions at work. Receiving feedback is one of the best ways to know that you are doing a good job.

Creating a feedback culture

In his article How to create a high-performance culture, Derek Mackenzie says feedback is one of the elements that can make an organisation stand out, innovate and excel. He states “Regular feedback, both positive and constructive, is essential to guide employees toward improvement. When feedback is timely and actionable, employees can make necessary adjustments and excel in their roles.”

When organisations normalise the giving and receiving of feedback at all levels, it begins to embed itself in the company culture. Asking what others think is no longer daunting and the response welcomed and appreciated, taken in the positive and constructive way it is intended. Belonging to a team and organisation where feedback is used to drive improvement contributes to employees feeling safe to be themselves, listened to, and confident that their feedback is acted upon. This builds trust, collaboration, engagement and helps to retain talent within the organisation.

Two-way feedback is one of the most effective tools in a manager’s toolkit to spark improvement, effect change, and enable employees to reach their full potential.

Types of feedback in the workplace

Every organisation has a range of channels available to them to give and receive feedback. When choosing which ones to use, consider your audience and the channels they feel most comfortable using. Let’s take a look at a few:

• Direct manager feedback - weekly, fortnightly or monthly, two-way conversations can be part of an informal catch-up, coaching discussion or a formal performance review.

• Peer-to-peer feedback - open discussion at team meetings can boost collaboration and generate valuable ideas.

• 360 degree feedback - asking a range of colleagues at different levels for their constructive feedback on what you are doing well and how you could improve.

• Collaboration spaces - most organisations are using some form of cloud-based collaborative software for project-specific chats. How about adding a workstream for feedback?

• Employee surveys - provide a clear indication of engagement and whether or not employees feel listened to, provided for, and safe to be themselves at work.

• Focus groups - a safe, confidential space to consult employees about proposed change, how they feel about the organisation and where they would like to see improvement.

• Action plans - usually include some form of feedback, which needs to be acted upon.

Why regular feedback is most effective

Feedback is more beneficial when it is given and received openly and consistently. Building it into a weekly or monthly routine will help to embed it into the culture of your organisation. It becomes a useful part of everyday work life. When organisations build routine feedback into the workplace, that feedback has much greater impact.

We should also say at this point that feedback should be timely. If you notice something that needs to be addressed, pick it up straight away. The longer you leave it, the less impact it will have. Examples include spotting inappropriate clothing or behaviours. If something needs to be said, don’t be afraid to say it.

Using feedback as a catalyst for change

Regular one-to-ones with your team are an ideal opportunity to share positive and constructive feedback. Managers should be using these meetings to recognise strong performance, reward achievements, and to agree how to take action when things need to improve. When given and received in the right way, all feedback can become a motivator and a catalyst for change and improvement.

Manager training on giving feedback

Perhaps the biggest reason why managers shy away from feedback conversations is a lack of confidence. And it can be a daunting task if you’re inexperienced. Learning a simple structure for giving feedback and having time and space to practice can make a huge difference to those leading teams and to the careers of the people they lead.

Training managers to give and receive feedback effectively can develop their emotional intelligence and help them to become a high-performing manager.

Are your managers sufficiently equipped and confident to have these conversations?

Do they understand the differences between positive and constructive feedback? Are they comfortable giving feedback, good and not so good, in a performance review or a regular catch up?

If your organisation would benefit from training on giving and receiving feedback, our Learning & Development team are here to help. You might also take a look at this article from People Management, which includes some practical examples of how to provide feedback that is both positive and constructive.

It’s clear that creating a culture of open and transparent feedback shows you care. A strong feedback culture creates an environment where every employee can develop and organisations can grow and prosper.

Further reading

Ready to learn more about feedback? Take a look at our free ebook download: The Importance of Feedback and our blogs on Performance Appraisals and The Benefits of 360 Degree Feedback.

How we can help you

If you’d like to discuss any of the issues raised in this blog, get in touch with us today on 0161 941 2426. We’re here to help.