So, it’s that time of the year. A time when you have to evaluate your staff.
You hate it. No, let’s change that. You loathe it. It makes you damn near uncomfortable.
Everyone talks about the sandwich technique. They tell you to give positive feedback first and last and save the weaknesses for the middle. Blah blah blah.
You’ve tried this technique for years with no results.
You need a new technique pronto.
What if I told you that the sandwich, like Myspace, is so 2003?
What if I told you that there is a more effective technique? A technique that leads to corrective measures which then lead to better customer service.
First, let us define that so-called sandwich and see what makes it so out of date.
What is the sandwich?
It’s a no-brainer. This technique purports to sandwich corrective feedback between two layers of praise.
This is how it goes;
1. You open the conversation by praising the employee.
2. In the middle, you talk about the points that need improvement. (That’s politically correct speak for criticism).
3. Lastly, you wrap up by highlighting more positives.
This method has two benefits:
1. It softens the criticisms by opening and closing with praise.
2. It puts you as the manager more at ease when you have to point out an area for improvement. (After all, no one likes to be the bearer of bad news).
So why is the sandwich stale and mouldy?
Quite simply, the message gets lost. The purpose of feedback is to bring about a change in behavior, but if the message does not come across, then the feedback was all in vain.
Here’s why the message gets lost;
– People have filters: Employees can filter the negative and only focus on the positive. Or, they can filter the positive and only focus on the negative. Either way, the message of bringing about improvement can get lost in the “fluff”.
– To motivate the employee and to avoid hurting an employee’s feelings, you may unknowingly whitewash the positive. This can lead to positives coming across as fake and insincere.
– Employees recognize the sandwich technique, so once they hear the positives, they know the conversation is headed somewhere and they may not pay much attention to the said positives as they only want you to get to the point.
Fast forward — There is a new kid on the block.
Thank God for small mercies. Today, there is an alternative in a new technique known as the Feedback Model. This is a more direct technique that has been found to be more effective as it focuses on results.
This is how it goes;
Step 1: Preparation:
- Pick the right moment when the employee will be in a position to listen. The feedback should be timely and preferably done face to face.
- Ask the employee, in a non-intimidating way, if they are open to getting some feedback. For example, ask, “May I give you some feedback?” or “May I share something with you?”
- This prepares the employee for what’s coming.
Step 2: Delivery
- State your observations. An effective phrase is, “I have noticed that…” (Focus on facts and on a specific situation. Do not focus on the personality otherwise, it can come across as a personal attack).
- Let the employee know how it affects his productivity and it’s impact on the company or the team.
Step 3: Transition
- Discuss the way forward by letting the employee know what you would like him/her to do instead.
- Make the employee feel inspired and hence open to change. For example, you can say, “I’m giving you this feedback because I have very high expectations, and I know that you can reach them”. You can go a step further and ask “What can we do about this?” or “How can I help you?” This empowers the employee to be part of the solution.
But what about the positives? You gasp.
Hold it. The positives are there. As a leader, you should cultivate a habit of continually praising your staff.
Recognize their accomplishments every chance you get. Praise does not have to wait for quarterly reviews.
This creates a high trust environment.
Final Thoughts
The sandwich doesn’t work. People know what’s coming. It’s all an act.
With the new feedback technique, all that is going to go away.
Feedback will no longer be so uncomfortable.
Your feedback sessions will now be more fruitful. The message and the way forward will be clear. Employees will respond to the direct messages, and their performance/productivity will improve which will then be reflected in their customer service.
In the end, it will be a win-win for you, your employees and your customers.
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