Surface Ripples

Improving Performance - Effective Feedback (3)

I have posted two articles on performance improvement through effective feedback. To recap, effective feedback is:

• Specific and justified;
• Timely;
• Acceptable (to the listener);
• Balanced.

My first post covered the first two criteria; the second looked at the last two and I promised that I would also look at planning and follow up.


Planning feedback sessions and follow-up are as important as the sessions themselves. Schedule the right time and place. If it’s going to be a tough session, allow more time and make sure you won’t be disturbed. If the recipient needs more support, make sure that you schedule time to provide it.

Allow the person to whom you’re giving feedback a chance to digest it and to respond. Different people react in different ways; some argue, some meekly accept, some need to go away and think about it and maybe come back for more explanation. Don’t treat the feedback session as “over” until the recipient says it is. If they need more time and you have another appointment, fix the next available time to continue. The advantage of this is that the “time out” allows you both to refocus – particularly important if it has been a “fraught” session!

Following up means just that. If you have agreed or set a goal, make sure it is achieved and create the conditions for success. By this, I mean make sure that the person involved has the support that they need and chat with them to ensure that are "on course". Too many managers simply set the target and don't check to ensure that their staff remain on track, resulting in disappointment all round when things don't go according to plan. Schedule meetings or observe and give “on the spot” feedback where appropriate and practical.

I have spent more than half my life working in different world markets from the most developed to “emerging” economies. With more than 20 years in the world financial services industry running different service, operations and lending businesses, I started my own Performance Management Consultancy and work with individuals, small businesses, charities, quoted companies and academic institutions across the world. An international speaker, trainer, author and fund-raiser, I can be contacted by email . My website provides a full picture of my portfolio of services.

Labels: Career, Customer Care, Teamwork

posted by William Martin @ 16:59