Feedback as a growth engine for culture and performance
"We have sort of a problem here...yeah...you apparently didn't put one of the new cover sheets on your TPS reports."
Remember that scene from "Office Space"?
How many feedback "Do's" and "Do Not's" are modeled by the manager, Bill Lumbergh, who gives feedback to Peter Gibbons?
Feedback was the topic of this month’s Culture Matters conversation. As usual, the one-hour conversation could have lasted another hour or two or ten!
Topics covered include the following:
◾RISKS OF FEEDBACK
1. Analysis Paralysis: Too much feedback can lead to confusion and indecision, hampering productivity.
2. Negative Culture: If not managed properly, feedback can create a culture of fear and criticism rather than one of growth and improvement.
3. Biased Feedback: Feedback can be subjective and biased, leading to unfair assessments and decisions with long-term implications.
4. Misinterpretation: Misunderstanding feedback can lead to wrong actions being taken, which could jeopardize projects, relationships, and overall performance.
5. Implementation Challenges: There may be resistance to change, especially if the old way is deeply embedded or the new way requires extensive time, resources, or budget.
◾REWARDS OF FEEDBACK
1. Improved Efficiency and Quality: Feedback loops help identify inefficiencies, areas for improvement, and non-adherence to high standards.
2. Employee Development and Engagement: Employees can improve their skills and knowledge, which leads to higher motivation and engagement.
3. Customer Satisfaction: Feedback loops with customers can lead to better understanding of their needs and expectations, resulting in improved customer satisfaction and loyalty.
4. Innovation and Adaptation: When employees feel empowered to suggest improvements and ideas, companies adapt quicker to customer changes. Plus, innovation is faster.
◾BENEFITS to INDIVIDUALS and COMPANIES
Individuals benefit from feedback by skill development, which can lead to improved performance and job satisfaction, career development, and personal fulfillment.
By effectively managing feedback loops, companies can foster a culture of continuous improvement, innovation, and high performance. The impact on employees, customers, and other stakeholders (i.e., suppliers) could impact many areas of the company.
◾HOW to GIVE FEEDBACK WELL
A few ideas to consider include:
1. Understand your intention and desired outcome from the conversation.
2. Focus on the future because that’s what people can change.
3. Give constructive feedback privately and praise publicly.
4. Be specific about the impact of the action when giving constructive or positive feedback.
◾HOW to RECEIVE FEEDBACK WELL
A few ideas to consider include:
1. Understand your relationship with the feedback giver and assume positive intent.
2. Listen to understand, then figure out what to change going forward.
3. Follow up later to share how the change worked, if applicable.
One word kept coming up in the Culture Matters conversation: Trust.
In high-trust relationships, feedback will be received much better than in low-trust ones. The action for us all, then, is to build relationships all along so when we need to give feedback or receive it, the focus is on being better going forward.
Relationships can even improve when feedback goes well. That's one of the best benefits to people and companies.
Take a moment to reflect on recent feedback meetings you have had. What would you do differently going forward?
This is a topic worthy of some regular attention.
The last thing leaders need to do is inspire people to be like Peter Gibbons who said, "The thing is, it's not that I'm lazy, it's that I just don't care."
So...if you could go ahead and make sure you do that from now on, that would be great. 🤣
(One of our popular courses is The Gift of Feedback. If you would like to learn more about bringing it to your organization, please get in touch.)