How to give feedback that generates corporate energy
Along with food, touch, and safety, positive feedback is an essential ingredient of human wellness. It also generates corporate energy. My experience has been that people throughout all levels of the organization, seldom perform this skill well. Powerful executives were routinely shocked to discover that they were deficient in giving positive recognition.
After one of my senior-team building sessions, a prominent political leader commented, “If you had told me yesterday that I have a problem giving positive feedback, I wouldn’t have listened. But after today’s practice session, I’m a believer. I resisted giving feedback because I was afraid recipients would slack off or ask for a raise. I also felt like a fake because I knew that sooner or later, I’d inevitably have to chastise the person I’d just recognized. And, I was afraid that I’d leave a deserving person out—so I avoided giving positive feedback altogether.”
The following example goes beyond thanking because it ties a specific act to a company cultural-value. Recognizing a cultural-values contribution goes straight to the heart–whereas a thank you goes to the head. Adults appreciate a thank you, but children (including the five year old that still resides in each of us) gets energized when reminded that they belong. The energy that comes from a skillfully executed recognition is available only to groups that have taken the time to clarify their cultural-values in a way that promotes doing—not just knowing.
When a recognition exchange lasts more than 15 seconds, adult deflection shields usually spring up. The message will sound phony unless it is explained—and explanations take time. More importantly, the receiver’s inner-child (the primary source of all corporate energy) tunes out after 15 seconds. In longer “adult oriented” recognitions, the inner-child will hear only meaningless mumbles (do you remember how adult’s sounded in Peanuts specials?)
How to skillfully recognize a cultural-values contribution:
1. “` Be specific about what has been noticed. : Rather than you’re the greatest, say: “I noticed how well you handled that customer call.”
2. Let the recipient know specifically why you appreciate what was noticed: “Your patiencey will encourage them to come back.”
3. Tie your feedback to a specific cultural-value. “That’s a great example of responsiveness.”
4. Thank and promote; “Thanks, let’s hope everybody finds ways to demonstrate responsiveness”