The real key to
engagement, emotional intelligence, is understanding how to communicate according to the behavioral
style of the person you are talking to. It is important that
feedback becomes the mainstay of any communication within an
organization. It is a two-way dialog that is the
responsibility of both the manager and the employee to provide feedback
in a timely manner that can support the company in this highly
competitive world. Proper feedback can provide enhancements in policy
and procedure, quality assurance, rapid responses to customer needs, and much more.
Here are a few guidelines for proper feedback:
1. Make feedback Routine
– don’t wait to communicate a success story or a customer complaint, or
whatever so that others are able to provide resolution if necessary in a
timely manner…..make feedback part of your communication plan of
action.
2. Make feedback yours
– own the feedback by using personal pronouns like “I” and “We” and
make sure the wording of your sentences eliminate any potential for
“accusatory” comments.
3. Make feedback timely
– it is so important and much more effective to offer corrective
instruction or solutions immediately after the behavior or action in
question rather than waiting hours, days, weeks or months.
4. Make feedback clear
– make sure your feedback is understood both in the right context but
also in regard to the recommended action. Everyone should be encouraged
to speak up about any reservations or questions they may have with the
feedback information.
Use your planning and administration system
or tools to compliment and support your communication. An effective
feedback process can certainly keep everyone engaged.
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