This post is written by Ioana Tudorache, Manager, Ontario Public Service

  • **The problem: **Constructive feedback can easily become destructive if not properly and thoughtfully provided
  • **Why it matters: **Team morale boosts - or busts - overall engagement and work productivity
  • **The solution: **Continuously and deliberately working on getting better at talking about improvement opportunities in a positive way

As a new manager, I am learning how to use constructive feedback to keep my team strong - individually and as a whole. I am talking about the type of open, honest, considerate feedback that helps us grow personally and professionally, stay engaged and motivated to deliver, while building lasting relationships based on shared trust and respect.

I find that a tried-and-true model which helped me in my previous roles - the 5Ws and 1H – is helping me again. Following this structure allows me to stay focused during the conversation, to anticipate potential digressions from the topic and prepare mitigation strategies in advance.

Briefly stating the purpose of the conversation will ease any potential uncertainty that could come from not knowing what to expect.

In terms of timing and location, I learned that constructive feedback is more useful and better received if provided “in the moment” and in person, as much as possible. These conversations are best had in a quiet, private setting, so that the person does not feel publicly singled out. Using a meeting room is preferable to having the person join me in my office, to avoid a set-up that might recreate the feeling of being called to the principal’s office.

How to do it

Like with any other message that I want to drive home, starting with why is key. Briefly stating the purpose of the conversation will ease any potential uncertainty that could come from not knowing what to expect.

Next step is to factually describe the behaviours or actions which prompted this conversation, being specific about when and where they occurred and their impact on the team. A good strategy to turn the meeting into a dialogue and increase the likelihood of the feedback being accepted and internalised more easily is to ask the person how they feel that things went. This will create an opportunity to present their “story” and reassure them that their perspective is equally important.

In terms of overall approach, there are other avenues that enable feedback to build up the relationship I have with that person, while creating a real opportunity for future improvements. The most important one is constant self-awareness of my own biases and a conscious effort to not let them go unchecked. Being empathetic, making sure I show appreciation for the things done well, are also as paramount. To avoid overwhelming the person, I select just a couple of key areas to discuss, as it makes it easier to direct their attention to them.

Picking what can be changed

On the same note, it is useful to address actions or behaviours that can be changed, rather than those which are out of the person’s control. And simply stating facts and their ramifications will not make the feedback constructive; this needs to be backed by suggestions on how to do things differently. Working together with the person to find the most appropriate way to address the situation increases their commitment towards making a change and encourages them to take ownership of their action plan.

A good wrap up strategy is to summarise the key discussion points, with a highlight on the agreed upon next steps, including set timelines and checkpoints, while clearly expressing my continued support and confidence in the person’s ability to follow through.

While constructive feedback is not always easy for the recipient to take in, there are a lot of strategies which those who provide it can use, to help make it constructive indeed and more “digestible”. Keeping the discussion from veering from professional to personal, being aware of our own biases and zeroing in on the future are just a few of them. Let us start with those and we will have a good foundation to build up from!

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