A culture of feedback is one that nurtures a healthy level of trust, self-awareness and continuous growth. Groups and teams where feedback is asked for and given with clarity and in grace will thrive together while supporting individual flourishing. The final piece of the picture addresses the posture of those receiving feedback.
Don’t be defensive!
The first (and potentially most important) consideration when receiving feedback is to regulate our natural response to defend ourselves. In our words, our posture or our facial expressions (especially for those who, like me, have a particularly ‘loud’ face!) we can communicate a reactivity or negative response that will derail the effectiveness of the process and potentially cause that person to hesitate to give feedback in the future.
Look for what is helpful (even if it’s delivered badly).
Our tendency is to hone in on the points of feedback that are incorrect or communicated poorly. When a reviewer uses exaggeration (such as always or everyone), when they are aggressive or dismissive in their language and tone, or when they make comments that you know to be completely untrue we have a choice in how we respond. The most productive option will always be to find what is true and helpful in what they’ve said and allow that to teach us. There will always be fault to find in the delivery but your choice to overlook that for the purposes of the growth potentially contained in what is being shared will firstly, nurture that healthy feedback culture and secondly, lay a stronger foundation for addressing any changes you might suggest to their mode or method at a later time.
Clarify and identify.
Ask questions to be sure you’ve understood what the reviewer is meaning to convey. “When you say that the presentation was hard to follow are you referring to the structure of the notes, the order of the content or another aspect?” Don’t walk away with disclarity. It essentially means the feedback has been wasted. You don’t know what you can do differently in future (to course-correct or continue to improve) and the reviewer’s time has been without purpose.
Be sure to quickly identify points of the review that you can agree with or acknowledge fault in. Apologise for anything that was missed or that had implications for others. (Eg, “I’m sorry I forgot to mention …” “I’m sorry my disorganisation impacted other things.”)
Say ‘thank you’!
Even if the feedback has been difficult to receive, thank your reviewer for giving it. Thank them for the risk they’ve taken to share, for the time they’ve taken to articulate their perspective and for the part they’re playing in your ongoing development. Expressing appreciation will keep them on the journey with you.
You don’t have to implement every bit of feedback you receive. Some of it can be readily discarded; some will need to be verified and validated by others. When you do take some feedback on board be sure to let the reviewer know that you are (eg “After your comments I’ve started doing that a different way.) and what the implications were (eg “My team have noticed a real difference”).
This can be the most effective culture shaping step in the process. When individuals feel the benefit for themselves and when teams and organisations notice the impact collectively, there will be a natural drive to repeat the process. The culture of feedback becomes self-perpetuating once people recognise that, without it, they will be missing opportunities for greatest productivity, excellence, development and impact.
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