The Art of Feedback

Julie Zhuo explores the importance of feedback in management and shares concrete strategies for delivering it effectively.

Bad vs. Good Feedback Examples

  • Worst Feedback: Former intern Drew Hamlin's critique: "Did you mean to make this so terrible?" Drew's intentions were earnest, but the delivery lacked tact.
  • Best Feedback: Former report Robyn's candid and constructive feedback about Zhuo showing less trust when things were not going well. This feedback offered specific examples and was delivered kindly, transforming Zhuo's perspective on management.

Importance and Challenges of Giving Feedback

  • Fundamental Aspect: Feedback addresses unclear expectations and inadequate skills, guiding reports towards better performance.
  • Common Struggles: Many avoid giving critical feedback out of fear of hurting feelings or being ineffective. Constructive feedback requires balance between being too vague or too harsh.

What Does Great Feedback Look Like?

Effective feedback inspires positive behavioral changes and can be both critical and praiseful.

Set Clear Expectations at the Beginning

  • Establish goals and success criteria.
  • Address potential pitfalls and foundational advice early.

Give Task-Specific Feedback Frequently

  • Provide feedback on specific tasks soon after completion.
  • Use precise and detailed comments focusing on the "what" rather than the "who".

Share Behavioral Feedback Thoughtfully and Regularly

  • Look for patterns across tasks to offer personalized insights.
  • Provide specific examples and discuss in person for in-depth understanding.

Collect 360-Degree Feedback

  • Gather feedback from multiple perspectives for objectivity.
  • Conducted periodically for comprehensive insights and to supplement less frequent reviews.

Every Major Disappointment is a Failure to Set Expectations

Julie recounts an example with her former manager Kate Aronowitz, learning the importance of communicating unmet expectations early to avoid unpleasant surprises during performance reviews.

Examples of Setting Expectations to Preempt Disappointments

  • Promotion Aspirations: Inform and guide reports on the gaps preventing their promotion early.
  • Challenging Projects: Clearly outline the expected involvement and review processes to avoid feelings of disempowerment.
  • Project Deadlines: Encourage upfront communication about potential delays to allow for better decision-making.

Feedback Effectiveness

Am I Giving Feedback Often Enough?

  • Aim to give frequent feedback, with at least 50% positive.
  • Discuss career goals and personal behaviors regularly, not just task-specific performance.

Is My Feedback Being Heard?

  • Ensure messages are clear and recognized by the recipient.
  • Approach feedback with curiosity and an honest desire for the report's success.
  • Confirm understanding through verbal acknowledgment and written summaries.

Does My Feedback Lead to Positive Action?

  • Be Specific: Avoid vague feedback and provide clear examples.
  • Clarify Success: Illustrate what good performance looks like with relatable analogies or detailed descriptions.
  • Suggest Next Steps: Offer actionable recommendations and clarify whether they are expectations or suggestions.

Delivering Critical Feedback or Bad News

When delivering difficult messages:

  • Be Direct and Dispassionate: Clearly state the issue, why it's a concern, and collaborate on resolutions.
  • Avoid Sugarcoating: Skip the “compliment sandwich” approach as it dilutes the main message.
  • Own Decisions: State decisions firmly and respectfully without disguising them as discussions.

Managing Disagreements

  • Acknowledge disagreement but stand by informed decisions.
  • Set expectations about respectful cooperation moving forward.

Conclusion

The chapter concludes with the understanding that effective feedback is a fundamental managerial skill that requires practice and adaptation. Mastery in delivering appropriate and constructive feedback can significantly improve team performance and individual growth. The quote from Facebook, “Feedback is a gift,” emphasizes the value of sharing feedback generously.