How To Give Effective Negative Feedback

“Jane, you ignorant slut.” So, Dan Ackroyd used to say in the early Saturday Night Live shows when he was about to disagree with whatever Jane Curtin had said. His, however, was not a disagreement with what was said but who said it. This certainly is not the way to give negative feedback.

The correct way to give negative feedback:

#1 Keep your emotions under control. Anger and hurt feelings should be removed completely from the situation. You are likely to say something you do not mean or to react poorly to something that is said when you are angry. Step away from the situation enough to gain a calm that will allow a proper tone to the conversation.

#2 Keep it Private. Negative feedback should always be delivered without an audience. Although unavoidable at times, critique should never be given in a public forum. Take a meeting in your office, call the person into a vacant conference room, step into the break room if it is vacant. Take the necessary steps to provide the necessary privacy.

#3 Maintain a focus on actions. Feedback should never be personal. Any chance of correcting a problem is diminished almost entirely when you criticize the person. Focus on the actions you want changed. Concentrate on performance.

#4 Specific and to the point. There is nothing to gain from telling someone, “You have a bad attitude.” Criticism must focus on and identify specific actions the person did or said. No one can know what to change based on vague, unfocused criticism.

#5 Keep It Timely. Any criticism should be given as soon as possible after the event. You don’t want to start your rebuke off with, “remember last month when you…” If you see an employee being rude to a customer, don’t wait until their annual performance review to tell them. How many customers will they have angered in the meantime? Redirect their behavior immediately.

#6 Stay or Regain Your Calm. Keep your calm. Do not yell or scream. If the employee feels like they are being attacked, they will become defensive and will not hear anything you are trying to tell them.

#7 Reaffirm your faith in the person. Reinforcing step three, you maintain a focus on the actions but follow up by telling them you still have faith in them as a person and in their abilities. You want improved performance. Say something like, “you’re a good customer service rep, so I’m sure you see the need to be more patient with customers”.

#8 Don’t Do All The Talking. Once you described what specific actions were inappropriate, and why, stop talking. Allow the employee a chance to respond to or refute your statements. Listen to what they have to say.

#9 Define Specific, Positive Steps. Gain an acceptance from the employee on what future performance is appropriate. All actions the employee needs to start doing to needs to stop doing need to be clearly identified. Be sure to cover all aspects the organization or supervisor must do to ensure success (additional training, New or properly maintained equipment,

Finally,

#10 Don’t Hold On To It. Once corrective action is made and a resolution is set forth, move on with the job. Don’t hang onto the ill will toward the employee just because he or she made a mistake. Do not hover over them, fearing they will make another mistake. Just as you would any other employee, monitor their performance, but do not obsess.

Breakdown of what you need:

• A private place
• A calm mind
• Patience
• Your sense of humor