Feedback is often delivered awkwardly so it deserves an awkward acronym!
Pronounced Rasbint, it lists the steps in delivering effective, ongoing feedback.
Let’s have a look
Feedback is one the most effective ways to help develop high performance. Unfortunately, people tend to shy away from giving feedback. At least, feedback that infers a gap in performance. We might call it constructive feedback but the receiver may take it as negative feedback. And so, it can be delivered poorly. It is either too infrequently. It can be too vague or it can be over emphasised … like a storm in a teacup. Sometimes the intent is to coerce or belittle and to make the deliverer of the feedback feel better.
Worse still, delays in providing feedback, can have long term effects on the individual, team and business performance. Delayed too long and it gets swept under the carpet altogether.
So why do we give feedback in the first place?
The aim of feedback is to always improve future performance.
That’s it. Nothing else. Learn from the mistake, take corrective action next time and move on. Anything else simply over complicates it. (Feel free to Agree/Disagree in the comments).
Therefore, if you’ll accept my aim of feedback, let’s look at the R-ASBINT Model.
R – Relationship: This is fundamental in all leadership/management roles. How solid is your relationship with your team or the individual? The stronger it is, the more effective the feedback will be. That is why it is separated from the acronym by the hyphen. You can do ASBINT on its own but you’ll get better results with a strong R. Be sure to build the relationship with your team and the feedback will be a lot easier.
A – Ask: This is where Manager Tools with Mark Horstman and Michael Auzanne, differ from many other models. Ask first. It may be rhetorical (see Note below) and you will give the feedback anyway, but asking first is professional and polite. This helps with the R part above. People in good relationships don’t bulldoze others. And, hey, isn’t it nice to be asked?
Keep it simple: “Hey, can I give you some feedback …?”
S – Situation: Outline the situation you’re referring to, so that the context is clear and specific. This could be really simple like: “When we have have our weekly sales meetings…”, or “When we need to submit our monthly reports…” or even,”When we’re in a meeting …”.
Behaviour: Describe the behaviour you saw. Not what you thought you saw. Be objective, factual, clear. (e.g. your report missed the deadline.) Also, remove any inflammatory emotion if the behaviour has triggered you. If you use phrases like: “When you do the thing, it p!sses me off!” you’re making it about you and not about the performance.
“When we have our weekly sales meetings and you’re late …”
“When you don’t submit your data on time …”
“When you yawn in the sales meeting …”
Impact: Describe why it’s an issue. Be clear, concise, no stories and no lecturing. (e.g. when the report is late, it delays the Board Report and other people’s schedules).
Again, I like how Mark Horstman says it at Manager Tools:
“When you, did the thing, here’s what happens …”
Next Time: This (to me) is the best part. There’s no need for a long drawn out discussion. Simply say something like: “Could you fix that?” (Inferring next time), or, “Can you address that next month?” In addition, by leaving the solution with them, you remove the possibility of a “Yeah, but …”. If you tell them how to fix it, they may have a legitimate reason why your solution won’t work. (I know, how could your solution not ever work!
Thanks: Okay, maybe this is the best part. Say thanks and move on to your next task. Polite, professional, genuine.
Why it works
– It’s quick. It takes around 10 – 20 seconds in most cases.
– It’s conversational. There’s that R factor again.
– You don’t need a room to speak with them. I cringe at the times I took someone into a room (for privacy) when a quick message like this would’ve been better. Can you imagine what they must have been thinking? As well as those working with them? Were they next? (Of course, if you need a room for privacy because of the nature of the feedback, please use common sense.)
– It’s polite and professional.
– It allows autonomy on the part of the recipient. You’re not telling them how to do their job.
– What you’re asking is likely aligned to a KPI or agreed outcome.
What are your thoughts? Agree? Disagree?
How do you successfully deliver feedback?
Note: Is Asking really rhetorical? Actually, no! If you ask the question, the recipient has the right to decline. And we need to respect that. This reinforces why a good relationship is so important. Keep in mind when people are offered feedback, generally, their automatic response is, ”this can’t be good!” So the chance are they’ll be defensive at first. If this is the case, start by offering good feedback for a while. We need to be doing that anyway. Look for things people do well as often as possible. Make sure you comment on that.