Advanced Business Communication

Giving and receiving feedback

 Feedback

• A two-way process
• Gives us evidence of our performance
• Enables us to build up a picture of how others
see us and how we affect others
• Vital ingredient in evaluation process
• Should be constructive not destructive
 Purpose of Feedback

• Enables the receiver to recognise what he/she

does well so that the person can continue doing it
• Enables the receiver to understand where he/she
needs to develop and change
Conditions for successful feedback

For a receiver to benefit from feedback, the

person must:
– have a concept of the goal/standard or
reference level being aimed for
– compare the actual (or current) level of
performance with that goal or standard
– engage in appropriate action which leads to
some closure of the gap
Giving Feedback
 Before giving feedback
Always ask yourself:

– What is my intention behind giving this

person feedback?
– How am I feeling about giving it?
– How is the other person feeling; if he/she
had a stressful day, might be best left for
another occasion
– It is important the person is in the right
frame of mind to accept it
 Before giving feedback (Cont’d)

• Ask the person if he/she is comfortable in

receiving a feedback

BOTH PEOPLE SHOULD FEEL CALM

 Giving feedback
• Better when invited rather than imposed
• Be descriptive not evaluative
– Describing what you actually see or hear reduces
the need of the receiver to act defensively
• Reveal your own position or feelings
– “I got a bit confused trying to follow that statement”
• Be specific rather than general
• Be selective
– Concentrate on one or two areas for improvement
 Giving feedback (Cont’d)
• Be balanced – the good and the bad
• Direct feedback towards behaviour that can be
changed or controlled
• Ensure receiver understands the feedback
• Timing is critical
– Sooner rather than later
– Unless situation inappropriate
– When receiver can listen and concentrate –
time to reflect
Receiving Feedback
 Receiving feedback
• Listen carefully to person (giving feedback)
– treat as genuine, helpful and with respect
what they are describing and suggesting
• Be receptive and accept feedback as a gift
• Don’t take it personally
• Ask for clarification and seek examples
• Give the feedback serious consideration
– Weigh up consequences of no change
– Express thoughts on alternatives
 Receiving feedback (Cont’d)
• Communicate your decisions to the giver
– This is a two-way process and the giver also
needs feedback
• Tell them what they could do which might help
you to change
– Teaching, practice, tiny prompts etc.
• Thank the giver for their concern and help
– Feedback may not have been easy to give
• Be genuine, do not reject feedback and
definitely not sarcastic or rude
 Receiving feedback (Cont’d)
• It is up to the receiver what he/she does
with feedback
• Keep notes
• Give it time to sink in and get into
perspective and reflect
• Address areas for improvement
• Try not tofeel devastated by small
criticisms and try not to be defensive and
make excuses
 Impact of feedback
The person receiving the feedback can react
with:
• anger – ‘I’ve had enough of this’
• denial – this reaction often accompanies the
initial shock of feedback ‘I can’t see any
problem with that’
• blame – ‘It’s not my fault. What can you expect
when my team member won’t listen?
• rationalisation – finding excuses to try and
justify their behaviour ‘I’ve had a particularly
bad week’ ‘Doesn’t everyone do this?’
• Acceptance, followed by taking corrective
action