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What we believe Feedback to be
Most of us believe in the concept of giving feedback. I however challenge that we have an incorrect perception of what feedback is. Dale Carnegie summarizes this misconception very well. Any fool can criticize, condemn and complain ... and most fools do. I would replace the word fool with person but I think you get my point.
Typical scenario
Heres how I typically see feedback occurring in the workplace. Someone does something a little annoying and not to your taste. You leave it for a while. The same actions keep occurring over time. Everyone deals with it in a nice manner. Its inconvenient but nothing is said. Then one day, the consequences are significant for you personally, your temper increases and you let them have it. Quite a strong message is delivered and you leave thinking you have solved the issue and that you are a champion of feedback.
Purpose of Feedback
Lets take a step back and consider the purpose for providing feedback. Its to do with encouraging a person to continue in a specific way (so that the desired result is sustained) or to encourage a change in approach (so that the desired result is attained).
Rules
A couple of key points should be noted with regards to the above paragraph:
1. Feedback is a two way communication process.
2. Buy-in must occur. Individual must agree to the desired result and recognize the impact to them and the company.
3. Provide the individual the opportunity to develop options.
4. To be timely and not delivered months later.
Real Truth on why we dont do it
We are afraid to confront our colleagues (boss, peer or direct report). It makes us uncomfortable. We believe things will miraculously get better if we dont address the issue. We dont want to be seen as trouble makers. We want to be liked in the workplace.
But remember the objective is to help, to improve, to change for the better. You need courage to deliver feedback. It builds character and develops leadership capability.
Example of Undesirable Application
Steve, customers are complaining about waiting too long for us to pick up phone calls. We are losing money and the COO is going crazy. I want you to pick up calls within three rings. You need to be more customer orientated.
Example of Desirable Application
Steve, I want to share something of concern and to get your advice.
Sure Pam, whats on your mind?
Customers are getting frustrated by not being able to get through to customer support. We lost $50,000 worth of renewable business because of this last week.
Wow, thats not good. I wish we were making better products so that customers didnt have to call me.
Whatever the state of the products, how do you think customers feel when they cant get through to talk to us?
Its not that bad. Sometimes we put them on hold for 5 or 10 minutes but we play good music.
These are the customers that are not renewing business with us.
Well I cant produce the training manual and answer calls.
What do you think is more important?
The customers I suppose.
I agree with you and I think we can make a real impact on the success of the business. Your role is key in making this happen. Can you do it?
Yes
What do you think our response time should be for answering calls?
I think a minute should do it.
Independent research shows that clients that do not get to talk to someone within 30 seconds are likely to cancel any further business by a factor of 3:1 to those that are talked to within 15 seconds.
OK, Ill commit to answer the phone within 15 seconds or say 4 rings. If I get any further calls whilst I am on the line, Ill need those calls to be routed to Paul or Liz.
Great, Ill talk to them about it right away and get their support.
Lets get this in place straight away. Thanks for all your help.
Youre welcome.
Summary
If you utilize the suggestions above in a regular manner, you will be astounded by the results. You will be looked at differently and you will have developed your leadership capability by leaps and bounds. There will also be a multiplier effect and this good practice will be replicated by those around you over time. Looking to make an impact? Its up to you.
With over 17 years of project consulting experience, Vijay Aluwalia is actively engaged with clients in a project and change management capacity, and focuses on coaching leadership and management teams.
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