Feedback

Once described by Ken Blanchard as "The breakfast of champions", feedback is a crucial tool for Change. If you think about it, when NASA sent their rockets to the Moon, they didn't just push a button and hope-for-the-best! They made constant and continuous alterations to the course based on the latest and best data they had. If you expect people to change they need high quality and sensitive input on how they are doing.

Good feedback needs to be:-

• Supportive
• Helpful
• Actionable
• Factual
• Clear
• Sensitive
• Considered
• Timely

There are a variety of models out there for giving feedback, but more important than the method, is the spirit that it is delivered in. I have known grown men weep on hearing those 7 little words "I'd like to give you some feedback.." Useful models are:-

• Stop, Start, Continue:
• W3: What worked well, What didn't work well, What could be done differently
• SIPP: Sincere, Incident based, Person focused, Positive
• SLC: Success, Learn, Change
• The Feedback Sandwich: positive, room to improve, more positives [this is the one I like least because like many sandwiches, people tend to ignore the 'bread' and only focus on the filling!]

Remember, that you not only need to help people to deliver feedback well, but how to receive it in such as a way that they can use it. A key element of this is that management need to be able to take it as well as they can deliver it!

Creating a feedback rich culture and environment is hugely important, and extremely difficult to get right.

We can help you build this, find the best methods for you, and ensure your people have the skills to use them well.

Testimonials: Richard is a rare expert in his field... he won't let you escape reality nor miss the hard (£) or soft (people) issues. His work has a great impact. - Chairman, Teksys
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