Feedback

Feedback is a wonderful thing, and when it comes to business models and process, it's pretty straightforward: when something doesn't work, there's a problem and you know it. When it comes to people, giving feedback is anything but straightforward.

Whether you're a manager, team leader, colleague, parent, teacher, friend--and we're all at least one of these--at some point you will have to give another human being feedback. And even if the feedback is positive, read on.

If you're having a team building session or a status meeting, it is sometimes okay to give short, on-topic feedback right then and there, but be sure that it's not personal, not too critical, and will not embarrass the person. If you're not sure, wait until after the meeting. This goes for positive feedback, too, since there are some people who hate being the center of attention.

Many of us were taught to treat others the way we want to be treated, but to be a good manager, you should treat staff the way they want to be treated. Think back to the example above. Although an introvert by nature, I've learned to be the center of attention and don't mind being praised in public. I've managed brilliant, dedicated people who barely said a word in a meeting but were eloquent in private and/or in writing. Had I praised them in front of all my staff, they probably would have been more hurt and offended than pleased, even knowing my intent.

What about negative feedback? Except for the rare occasion (mentioned above, when in meeting and it's short, impersonal, and on-topic), negative feedback should always be given in private. Keep it professional and unemotional; stick to concrete facts and how he/she can rectify the problem; and end off on a positive note. Do not drag it out, do not  belabor the point, and do not get emotional or angry. Check-in with the employee in a week or two (this depends on the severity of the problem) and ensure they're improving; if not, be more specific as to your expectations.

And if you've noticed, I did not mention performance reviews. Yes, official reviews provide feedback and are useful (more or less depending on the system), but feedback needs to be frequent and continuous, not just once or twice a year. If your employee is surprised by anything on his/her official review, you've failed in your job--that simple, that straightforward, and that true.

What is the worst and best feedback you've gotten?