Tag: Feedback

7 Tactics to Giving Effective Feedback

On By Cathy NoiceIn Workplace NavigatorLeave a comment

My years of being a Human Resource professional have taught me one thing, if you don’t give feedback, performance will not change. A manager cannot gossip, shun or pray a poor performer into an outstanding performer. There have been hundreds of managers who sulk into my office wanting to terminate a poor performing employee and when I ask, “Do they know they aren’t performing?” The answer is usually, “Well, they should know they aren’t”. Me, “So you haven’t told them?” Reply was typically, “No”. Hmmm. Wonder why the employee has not done a dramatic turn around?7 Tactics to Giving Effective Feedback

Most people avoid feedback because they are afraid of conflict. Most of us are afraid of conflict. It’s uncomfortable. It’s much easier to stand by the water cooler and complain to my co-worker about my slacker assistant than to actually tell my assistant that he’s been late every day this week and what solutions can happen for his tardiness. We often hope and pray that the slacker assistant will wake up and realize that the cold shoulder they’ve been given will prompt him or her to realize that we’re angry that they don’t show up on time. These tactics will not work.

So here are my tactics on how to give effective feedback:

1. Objective. The feedback needs to be unbiased and equitable. This can be difficult if you have many direct reports. We naturally have affinity for folks “just like me”. Bias is difficult to acknowledge so try to use information that is easily quantified and can be compared to others. This might mean number of customers served, average daily sales, or customer survey scores. Make sure the feedback comes from objective sources.

2. Measurable. What gets measured gets done. I can remember having sales contests in the restaurant I owned. When we started measuring how many desserts were sold on each shift, suddenly our dessert sales went through the roof. We didn’t even have an incentive associated with selling the most desserts. Everyone wants to know the score. A score lets you know if you are ahead or behind. Make sure everyone knows the score.

3. Rationale. Make sure you link the feedback to the rationale of how it fits into the big picture. If we can reduce input errors by 5%, we will reduce our turnaround time by 12 hours. If you serve 3 more customers a day, we will increase net profit. Employees need to know how they affect the big picture and they need to know that they have a line of sight to the end goal.

4. Timely. Many managers wait and hesitate to give feedback. They hope that the employee will turn around all on their own. By the time they give the feedback, the shelf life has expired. You can’t talk about the customer complaint from three months ago and expect there to be a performance improvement. Studies have shown that immediate feedback produces the best results (Codding, Feinberg, Dunn, & Pace, 2005). Employees need relevant information as soon as possible. Treat performance feedback like a carton of milk that will expire in 5 days.

5. Repeat. Good or bad, keep giving feedback. I wrote a post about Gen Y in the workplace. Twenty-somethings right out of college or high school, have been receiving daily and hourly feedback for twelve plus years. They get grades on the quiz, they get called on in class, and there is constant interaction with classmates. Then they get hired, come to a cube farm, get trained for a few weeks and are left on their own. Feedback produces the best results when it is delivered frequently (Hattie, 2009). From a management standpoint, it’s easier to give the feedback if you are doing it on a daily basis. Make it your habit.

6. Not personal. Keep the information to specific facts. So the report was two days late, the spreadsheet had six errors, or you had three dropped calls yesterday. These are facts. They are not value judgments. You might think your assistant is a slacker or lazy or sloppy, just don’t say that out loud. Facts are facts. Personal judgments are damaging to performance. Feedback produces the better results when it is directed at the performance and actually produces negative effects when it is personal (Kluger & DeNisi, 1996). Don’t make it personal and deliver it without judgement

7. Collaboration. Try and take a coaching approach to issues. My 22 year old daughter said “we must always be willing to learn from one another no matter where one lies in the hierarchy. That’s something I take very seriously, but I don’t think those higher up are sometimes willing to accept that all of this is much more free flowing and improvisational than it seems.” I know when I coach folks, it’s important for me to not be attached to an outcome. I think employees are much more empowered when they can improvise and have say in the solution. So ask them for help in solving the problem and take their suggestion if at all possible.

Accept that you won’t be perfect at first. Get out there and try. Frequency is the key. Learn from your mistakes and keep honing it in.

Think outside the Boomer Box. How to work with Millennials.

On By Cathy NoiceIn Workplace NavigatorLeave a comment

The next generation is invading the workforce and we are all going to need to adapt.  The expectation of a recent college graduate is vastly different than those boomers who are checking their 401k balance everyday and trying to figure out their escape plan.  For those of you who haven’t been in a college classroom lately, let me bring you up to date, the twenty-somethings are texting on their smart phones, sitting behind laptops and  have never cracked the spine on an encyclopedia.  So imagine the shock and horror, when they enter the workforce and they are dumped into a joyless cubicle, only have access to company approved websites and can’t use their cell phone because it’s prohibited by company policy.  Hmmm.  I think we have a problem.  We just put the handcuffs on; we’re bridling a generation that doesn’t even know what that means.

The average Millennial, born between 1980 and 2000, is expected to work 1.7 years at any given company.  In Human Resource terms, that is a blink of the eye.  Recruiting, attracting, on-boarding, training and retaining seem hardly worth the effort for 1.7 years of tenure (unless of course you are McDonalds).

So how are you going to retain these “kids”?  We’re going to need to take a hard look at our work environments, policies and leadership skills and adapt.  Some boomers may delay retirement for a few more years but there is going to be deficit in the skilled employable talent pool.   The Bureau of Labor Statistics estimates that within 8 years, Gen Y will be the majority generation in the workforce.

Here are some ideas on how to hold on to Gen Y and Z:

1. Purpose.  GenY can easily work for the Peace Corps in Africa for 2 years as work for a for-profit company. This group is looking for a higher purpose.  Profit for shareholders isn’t likely to cut the mustard.  If you can link your company’s vision and mission to a higher purpose, Gen Y might stick around.  Is your company giving back to the community, developing green initiatives or supporting a cause?  Are you communicating that or are you writing checks and keeping your mouth shut?  Communicate it.  Often.  And in varied ways

2. Feedback. Give it to them straight.  In an article from the Harvard Business Review by Meister and Willyerd called Mentoring Millenials, what Millenials want from their boss is someone “who will give me straight feedback”.  No sugar coating.  No veiled criticism.  Cut to the chase.

3. Recognition.  This is the generation where everyone got a trophy for just participating and in some cases, they didn’t get grades or never kept score during the game.  They have been recognized just for showing up.  This doesn’t need to be a huge budget for purchasing trophies for “just showing up to work,” a specific, sincere thank you for a job well done and why it’s important to the company’s goals will suffice.  This will build loyalty.

4. Freedom. You might think about how much latitude you are giving this next generation.   Antiquated policies about dress code, cubicle decorum and a staunch 8 to 5 work schedule isn’t likely to attract these folks.  If your business permits (I’m not suggesting that a bank teller should be able to work virtually), loosen the reins a little.  If you want some contrast, check out this video about Zappos culture.

5. Social. This generation has been collaborating and socializing since grade school.  Is your company culture open to supporting collaboration below the executive team?  Are your departments throwing a BBQ once in a while?  What are you doing to get to know your younger employees?  Get social.

6. Technology.  They are going to demand that you have technology.  A 2008 LexisNexis® Technology Gap Survey found that only 14% of Boomers access social networking sites from work; 62% of Gen Y do. Does your workplace permit such things as Facebooking at work? Have you figured out how to manage it?  The workplace is changing.

7. Challenge.  Busy work isn’t going to cut it.  This group isn’t about “paying their dues” for 10 years before having an opportunity to test the waters.  My nineteen-year-old daughter had an internship this summer for a documentary company.  Within three weeks of starting, they let her edit a piece of the documentary.  Is your company willing to do that?  How are you challenging this next generation? Challenge them early and often.

8. Open. Whether you are ready or not, within the next eight years more than 50% of the workforce is going to be Millenials.  Are you open to change?  Regardless, it’s going to happen.  Work/life balance, flexible work schedules and virtual offices are here to stay.  Think outside of the boomer box and open yourself up to the next generation.

I realize that not all industries can adopt all of these measures, but we can take some steps on one or two.  This is not one-size-fits all.  The point here is to stay ahead of the talent war looming  within the next decade.

Think outside the Boomer Box.

On By Cathy NoiceIn Workplace NavigatorLeave a comment

The next generation is invading the workforce and we are all going to need to adapt.  The expectation of a recent college graduate is vastly different than those boomers who are checking their 401k balance everyday and trying to figure out their escape plan.  For those of you who haven’t been in a college classroom lately, let me bring you up to date, the twenty-somethings are texting on their smart phones, sitting behind laptops and  have never cracked the spine on an encyclopedia.  So imagine the shock and horror, when they enter the workforce and they are dumped into a joyless cubicle, only have access to company approved websites and can’t use their cell phone because it’s prohibited by company policy.  Hmmm.  I think we have a problem.  We just put the handcuffs on; we’re bridling a generation that doesn’t even know what that means.

The average Millennial, born between 1980 and 2000, is expected to work 1.7 years at any given company.  In Human Resource terms, that is a blink of the eye.  Recruiting, attracting, on-boarding, training and retaining seem hardly worth the effort for 1.7 years of tenure (unless of course you are McDonalds).

So how are you going to retain these “kids”?  We’re going to need to take a hard look at our work environments, policies and leadership skills and adapt.  Some boomers may delay retirement for a few more years but there is going to be deficit in the skilled employable talent pool.   The Bureau of Labor Statistics estimates that within 8 years, Gen Y will be the majority generation in the workforce.

Here are some ideas on how to hold on to Gen Y and Z:

1. Purpose.  GenY can easily work for the Peace Corps in Africa for 2 years as work for a for-profit company. This group is looking for a higher purpose.  Profit for shareholders isn’t likely to cut the mustard.  If you can link your company’s vision and mission to a higher purpose, Gen Y might stick around.  Is your company giving back to the community, developing green initiatives or supporting a cause?  Are you communicating that or are you writing checks and keeping your mouth shut?  Communicate it.  Often.  And in varied ways

2. Feedback. Give it to them straight.  In an article from the Harvard Business Review by Meister and Willyerd called Mentoring Millenials, what Millenials want from their boss is someone “who will give me straight feedback”.  No sugar coating.  No veiled criticism.  Cut to the chase.

3. Recognition.  This is the generation where everyone got a trophy for just participating and in some cases, they didn’t get grades or never kept score during the game.  They have been recognized just for showing up.  This doesn’t need to be a huge budget for purchasing trophies for “just showing up to work,” a specific, sincere thank you for a job well done and why it’s important to the company’s goals will suffice.  This will build loyalty.

4. Freedom. You might think about how much latitude you are giving this next generation.   Antiquated policies about dress code, cubicle decorum and a staunch 8 to 5 work schedule isn’t likely to attract these folks.  If your business permits (I’m not suggesting that a bank teller should be able to work virtually), loosen the reins a little.  If you want some contrast, check out this video about Zappos culture.

5. Social. This generation has been collaborating and socializing since grade school.  Is your company culture open to supporting collaboration below the executive team?  Are your departments throwing a BBQ once in a while?  What are you doing to get to know your younger employees?  Get social.

6. Technology.  They are going to demand that you have technology.  A 2008 LexisNexis® Technology Gap Survey found that only 14% of Boomers access social networking sites from work; 62% of Gen Y do. Does your workplace permit such things as Facebooking at work? Have you figured out how to manage it?  The workplace is changing.

7. Challenge.  Busy work isn’t going to cut it.  This group isn’t about “paying their dues” for 10 years before having an opportunity to test the waters.  My nineteen-year-old daughter had an internship this summer for a documentary company.  Within three weeks of starting, they let her edit a piece of the documentary.  Is your company willing to do that?  How are you challenging this next generation? Challenge them early and often.

8. Open. Whether you are ready or not, within the next eight years more than 50% of the workforce is going to be Millenials.  Are you open to change?  Regardless, it’s going to happen.  Work/life balance, flexible work schedules and virtual offices are here to stay.  Think outside of the boomer box and open yourself up to the next generation.

I realize that not all industries can adopt all of these measures, but we can take some steps on one or two.  This is not one-size-fits all.  The point here is to stay ahead of the talent war looming  within the next decade.