3. Elements of the Feedback Session

The following scenario shows you a feedback session between Amisi and Joan.

As you watch the video, reflect on Joan and Amisi’s communication—what do you think works well? Think about how you feel throughout the feedback exchange—does anything about it make you feel uncomfortable?

Elements of the Feedback Session

(To read along click here.)

As you saw in the previous video, there are many elements that a feedback session should include. Feedback should:

• Involve both parties
• Cover employee performance
• Be asked for
• Be descriptive but not personal
• Be specific
• Include “I” statements
• Focus on what can be changed
• Involve questions or discussion

The Feedback Exchange: Giving and Receiving

Feedback is an exchange; it is about giving and receiving. Notice how Joan’s language is always descriptive and focuses on workplace issues rather than personal traits. She emphasizes that her observations are from her own perspective. For instance, “This is a personal observation, so please tell me if I’m wrong…” Notice how Joan frames what has happened positively and as part of the learning process, instead of a failure on Amisi’s part. For instance, “What is important here is we learn from it, we make our adjustments, and we move forward.”

Although Amisi was surprised and felt badly, she was able to remain professional and listen carefully to Joan to really hear what she was saying. (If you want a closer look at what happens when mistakes are made, course 14 discusses Adverse Events, Disclosure, and Apology in more detail.)