Thu, January 12, 2012 - 9:36:31

Caring Criticism

In this month’s Harvard Business Review, Keith Ferrazzi discusses the powerful implications of candor in the workplace. Although some might mistakenly believe that NICE and candidness are mutually exclusive traits, we strongly believe in fostering an environment in which candor is the norm. In fact, being willing to deliver an opinion that might be unpopular is an essential part of our NICE philosophy, while refraining from it altogether certainly is not.

How you do it, however, makes all the difference. Ferrazzi briefly addresses this point, advocating for what he calls “caring criticism.” “Negative feedback can hurt, but usually it’s a gift aimed at helping the recipient improve performance or avoid mistakes,” Ferrazzi writes, continuing, “We should deliver and receive it that way. Use phrases like “I might suggest” and “Think about this.”

And we’d like to expand on that point. Yes, receiving negative feedback can result in a momentary sting to the ego, but it can be of high value to everyone involved, particularly when it’s delivered tactfully and with care. One way to do so is with a simple technique we call the “Yes Sandwich,” in which the criticism is given (or, sandwiched) between two positive statements. Let us be clear: the Yes Sandwich is not about buttering up the recipient of the criticism or stoking their fragile egos. It’s about letting the other person know they are valued, by pointing out what they do well and by offering your thoughts on where they can improve.

The truth is: NICE and criticism can—and do—go together and the best managers recognize this. At first breath, criticism has a negative connotation, but there’s nothing inherently mean about helping someone else figure out where and how they can do their job better. Instead it has the potential to be one of the kindest things you do for your employees.

Posted by Linda and Robin