creating a culture of feedback
A feedback culture is a place where every individual is proactive about giving feedback and expects to receive feedback. It’s an environment that recognizes hard work and coaches for individual and team development. It’s an organization where there is a constant flow of dialogue and collaboration within and among departments. A culture of feedback is open to change, focused on growth, experiences empowering communication, and builds a strong foundation of trust. It almost sounds too good to be true? Well hold on, it’s possible and doable - and it starts with you!
What is Feedback?
Feedback is a powerful communication process that emphasizes the flow of dialogue between two or more individuals for creating clarity and understanding in a conversation. Feedback creates a two-way flow of information that promotes productive delivery and effective listening. Feedback is an essential tool for giving recognition and reinforcing a behavior; also referred to as positive feedback. Feedback is also the most effective route for improving a situation, changing or modifying behavior, and encouraging growth -also referred to as feedback for improvement.
Feedback creates a communication loop that stimulates productive conversation by requiring listening through summarization; questions and information sharing through clarification; and a response to determine next steps. This seamless flow and looping of communication allows both the sender and receiver the opportunity to take responsibility for the conversation.
Changing the Perception of Feedback
Feedback is frequently misunderstood and therefore avoided. Many managers and employees equate feedback with the delivery of bad news. Tell someone in your organization that you would like to give them feedback and you will typically get met with hesitation, apprehension, and even defensiveness on the part of the recipient. This adverse reaction is due to the fact that feedback is often referred to as constructive criticism or negative feedback. When feedback is negatively framed, the receiver immediately reacts with “what did I do wrong?” or “am I in trouble?” Business cultures have been bombarded with excessive criticism on performance and therefore created environments that are stagnant, in which people are afraid to make mistakes and lack innovation.
The first change to improve the understanding of feedback must start with delivering more positive feedback, one of the greatest employee motivators. Look for opportunities to focus on what others are doing right. Specifically address performance behaviors and share how employees are helping to impact business results. If you want a positive behavior repeated, take the time to communicate it, recognize the specific action, and encourage future performance. This one change alone will do more to improve employee morale and influence a business culture than any other change effort.
A second change in the perception of feedback involves improving the delivery of feedback. All feedback is GOOOOOOOD feedback. Eliminate negative feedback and constructive criticism from your vocabulary and replace them with positive feedback and feedback for improvement. Feedback must be delivered in a supportive manner and address specific behaviors. An individual should feel empowered, cared for, and respected when receiving the feedback. The delivery needs to be conveyed in a timely manner to immediately anchor in an individual’s productive behavior. Timely delivery of feedback for improvement gives the feedback recipient the chance to openly discuss the identified situation, create clarity around its impact, and generate an action plan for moving forward.
Another change, and perhaps the most important, is one’s willingness to receive feedback. Being open and prepared to listen helps an individual discover ways to improve, see another’s perspective, and uncover new approaches and solutions. When everyone is open to receiving feedback the culture evolves into a continuous learning environment. In fact, the most productive cultures proactively ask for feedback, and are inspired to constantly grow and innovate to improve results.
Next Steps for Creating a Culture of Feedback
Feedback is fundamental to creating a leadership culture and promoting the ongoing growth of any organization. Leaders must start by setting the example through their passion for receiving feedback. When everyone knows that executive leadership is open to feedback, then others will follow. The ongoing practice and continuous flow of giving and receiving feedback must be reinforced in every aspect of the business. Communication through effective feedback will guide an organization’s choices, determine the health of the culture, and drive daily productivity.
This newsletter’s process of the month focuses on feedback. Take the time to practice this invaluable skill and make the effort to implement feedback in your life. Rapport Leadership International delivers custom feedback workshops at your organization for Rapport and non-Rapport graduates. It’s the perfect one or two-day training workshop that will improve your organization’s communication culture forever. For more information on Rapport’s custom training options, contact us at custom@rapportleadership.com.
