Giving and Receiving Feedback
Techniques
Giving Positive Feedback: Job Aid
Purpose: Use this job aid to prepare to give positive feedback.
Preparing Prior to the Conversation
1) Observe the Behavior
 Observe behavior directly
 Think through what you want to say
2) Determine Location and Time to Give Feedback
 Always give feedback as soon as possible and regularly
 Determine if the recipient is comfortable receiving positive feedback in public and if the situation is a
learning opportunity for others. If not, consider giving the feedback in private.
Conducting the Conversation
STEP 1: Convey your positive intent and describe the behavior.
 Be specific and descriptive
 Avoid generalizations
1. Ineffective: “Great job!”
2. Effective: “I really liked the way you supported Julie when she needed more data to present her monthly
report”
 Use a sincere tone to show positive intent
 Briefly state what you’d like to cover
 Don’t undercut praise with criticism
STEP 2: State the Impact.
 Describe what impact the recipient made based on an objective and mutual goal
 Example: “Sheila, we were tasked with reducing this wait time in our office by 10%, and your scheduling idea
made a significant impact to that goal.”
STEP 3: Thank the recipient.
 Thank recipient for their efforts and contributions to the goal.
 You may want to encourage the recipient to try something new or explore additional improvement
opportunities
1 of 6
Giving and Receiving Feedback
Techniques
Giving Positive Feedback: Prepare for the Conversation
Purpose: Use this worksheet to prepare to give positive feedback.
Preparing Prior to the Conversation
1) Observe the Behavior
 Observe behavior directly
 Think through what you want to say
2) Determine Location and Time to Give Feedback
 Always give feedback as soon as possible and regularly
 Determine if the recipient is comfortable receiving positive feedback in public and if the situation is a
learning opportunity for others. If not, consider giving the feedback in private.
Conducting the Conversation
Conversation Flow
STEP 1: Convey your positive intent and describe the
behavior.
 Be specific and descriptive
 Avoid generalizations
1. Ineffective: “Great job!”
2. Effective: “I really liked the way you supported
Julie when she needed more data to present her
monthly report”



What Will You Say?
Use a sincere tone to show positive intent
Briefly state what you’d like to cover
Don’t undercut praise with criticism
STEP 2: State the Impact.
 Describe the impact based on an objective and mutual
goal
Example: “Sheila, we were tasked with
reducing this wait time in our office by 10%,
and your scheduling idea made a significant
impact to that goal.”
STEP 3: Thank the recipient.
 Thank recipient for their efforts and contributions.
2 of 6
Giving and Receiving Feedback
Techniques
Giving Constructive Feedback: Job Aid
Purpose: Use this job aid to prepare to give constructive feedback.
Preparing Prior to the Conversation
1) Observe the Behavior.
 Observe behavior directly and withhold judgment until all facts are presented
 Ask yourself, “What is my positive intent? What positive outcome am I looking for?”
2) Determine Location and Time to Give Feedback.
 Select your environment carefully. Give feedback in private, to not embarrass the recipient.
 Give feedback as soon as possible and regularly
Conducting the Conversation
STEP 1: Show your intent is positive and identify a common goal.
Action: Ask if the person is open to feedback and is this a good time.
 Briefly state what you’d like to cover
 Begin with non-accusatory, objective phrases:
1. Recently, I observed (xyz)
2. I have some thoughts about…
3. Let’s take a look at…
STEP 2: Describe specifically what you observed and the impact of the behavior.
 Focus on specific behaviors and actions, not on the person
 Avoid judgments and generalizations. Limit using the word “you.”
 Use a few facts and specifics to describe the situation
 Establish a mutual stake in the resolution of the situation
STEP 3: Ask the other person to respond.
 Feedback is a two-way process. Invite the other person to respond. Pause and give the other person a chance
to jump in, and ask an open-ended question like:
o What do you think? What is your view of the situation?
 Listen with an open mind. Even if you don’t agree, give the other person a chance to air ideas.
 Summarize other person’s key points. This shows your respect for the other person’s viewpoint and can also
defuse a negative situation. This doesn’t mean you agree with the other person.
STEP 4: Discuss possible solutions.
 Encourage recipient to come up with and own the resolution
 To help the person explore possible solutions and take responsibility, consider these questions:
o “What ideas do you have?”
o “What could we try?”
 When appropriate, ask for the specific change you want to see
 Summarize the other person’s key points to show interest and confirm understanding
STEP 5: Agree on next steps.
 Agree on when and how you will follow up on next steps
 Express your continued interest and confidence in the person. Be willing to remove obstacles or encourage the
recipient’s continued development
 End the conversation with a clear plan for next steps and set a date for a follow-up discussion
3 of 6
Giving and Receiving Feedback
Techniques
Giving Constructive Feedback: Prepare for the Conversation
Purpose: Use this worksheet to prepare to give constructive feedback.
Preparing Prior to the Conversation
1) Observe the Behavior.
 Observe behavior directly and withhold judgment
until all facts are presented
 Ask yourself, “What is my positive intent? What
positive outcome am I looking for?”
What Behavior Did You Observe?
2) Determine Location and Time to Give Feedback.
 Select your environment carefully. Give in private to
not embarrass the recipient.
 Give feedback as soon as possible and regularly
Where / When Will Feedback Take Place?
Conducting the Conversation
Conversation Flow
STEP 1: Show your intent is positive and identify a
common goal.
Action: Ask if the person is open to feedback and is this a
good time.
 Briefly state what you’d like to cover
 Begin with non-accusatory, objective phrases:
1. Recently, I observed (xyz)
2. I have some thoughts about…
3. Let’s take a look at…
What Will You Say?
STEP 2: Describe specifically what you observed and the
impact of the behavior.
 Focus on specific behaviors and actions, not on the
person
 Avoid judgments and generalizations. Limit using
the word “you.”
 Use a few facts and specifics to describe the situation
 Establish a mutual stake in the resolution of the
situation
4 of 6
Giving and Receiving Feedback
Techniques
STEP 3: Ask the other person to respond.
 Feedback is a two-way process. Invite the other
person to respond. Pause and give the other person a
chance to jump in, and ask an open-ended question
like:
o “What do you think? What is your view of the
situation?”
 Listen with an open mind. Even if you don’t agree,
give the other person a chance to air ideas.
 Summarize other person’s key points. This shows
your respect for the other person’s viewpoint and can
also defuse a negative situation. This doesn’t mean
you agree with the other person.
STEP 4: Discuss possible solutions.
 Encourage recipient to come up with and own the
resolution
 To help the person explore possible solutions and
take responsibility, consider these questions:
o “What ideas do you have?”
o “What could we try?”
 When appropriate, ask for the specific change you
want to see
 Summarize the other person’s key points to show
interest and confirm understanding
STEP 5: Agree on next steps.
 Agree on when and how you will follow up on next
steps
 Express your continued interest and confidence in the
person. Be willing to remove obstacles or encourage
the recipient’s continued development.
 End the conversation with a clear plan for next steps
and set a date for a follow-up discussion
5 of 6
Giving and Receiving Feedback
Techniques
Receiving Constructive Feedback: Job Aid
Purpose: Use this job aid to prepare to receive constructive feedback.
Preparing for the Discussion: Know Yourself and How You Tend to React
Types of reactions to feedback that can affect your ability to learn from others:
 You reject the feedback, don't admit to the mistake and go on the attack
 You admit your mistake, but try to explain why it occurred, justify it and point out that others make the same
mistake
 You instantly apologize, whether or not you believe you've made a mistake, but later may feel resentful and
unjustly attacked
 You react to the feedback in a positive way; you search for ways to receive benefit from it by finding out what
caused the mistake and by learning to do better in the future. You may also be able to explain why it wasn't a
mistake
Your reaction depends on:
 Your individual perspective
 The organizational roles you and the person giving the feedback have
 Your natural defense mechanisms
Make a PLAN:
Plan how you will use these positive behaviors when receiving feedback to avoid feeling awkward, uncomfortable and
defensive.
During the Conversation
P
STEP 1: Paraphrase and clarify the feedback.
L
STEP 2: Listen calmly and attentively to the response. Focus on the content, not on the person.
A
STEP 3: Acknowledge the other person's concerns and what has been said. Avoid defending or overexplaining.
N
STEP 4: Negotiate a resolution. Welcome suggestions.
Tips



Remain calm and focused on what you hear
Paraphrase the information back to the person
in a respectful way
Withhold your opinions and avoid simply
repeating exactly what was said



Be non-confrontational
Hold off on apologizing or taking blame for the issue
prematurely
Avoid distorting the message's meaning
6 of 6