Giving feedback that can be heard—and gets results

Our goal when giving feedback is to establish mutual purpose and demonstrate respect. To this end, here are six steps you can follow:

1. Start with a positive statement or point of agreement

2. Describe the current situation
• Be specific as to what the violation is—avoid general, vague terms
• Reference the employee guidelines or special directives

3. Describe the impact and consequences
• Effect the behavior has on customers/clients
• Impact on the organization with a personal hook for the employee—what’s in it for them
• Sanctions that will be applied for repeated offenses, if appropriate

4. Get them brainstorming solutions
• Help them create an action plan

5. End with a positive, future focus

6. Follow up. Give them positive feedback when they are doing things right!