In our research on feedback, we’ve found that people can spend all day describing what great feedback looks like. When you then ask them if they have an effective model for providing feedback, half of those asked say they don’t. This is in spite of the fact that feedback has been a concern for a long time. It remains true that people really don’t have a great model to follow.
Part of the problem likely comes from being too academic about it. Models that are too complicated can’t be easily used in the moment when you need to provide feedback to someone.
Fusion’s model is simple and straightforward, with only four steps to follow:
Step One: Ask the person, “What do you feel you did well?” They’ve just executed something – a sales call, or put together a proposal. They know some things they’ve done well. It’s important to hear about them.
Step Two: Now we make certain to add, “Here are some things that I saw you do well.” The first two steps build confidence – which is critical with salespeople.
Step Three: Now we can ask “What’s one thing you might do differently next time?” They can’t change what they’ve just done, but they can think of how to do things differently next time. It is important to get their opinion. You will be able to judge if they recognize what their issues are, and if they take notice of them.
Step Four: Your final step is to say “Here are some things I’d suggest you do differently next time.” Steps three and four build skill, or capability.
If we follow these four steps, we’ve got very confident people, because they’ve talked about what they did well, and very skilled people, because they’ve talked about what they’ll do differently next time. That’s effective feedback.
Watch Kevin Higgins, President, Fusion Learning share our point of view on how to give effective feedback.