Fri, November 20, 2009 - 10:50:20

Negative Feedback is Better than None at All

As the time for year-end reviews approaches, many managers are tackling the difficult task of delivering feedback to their employees and inevitably, there are times when assessing someone’s performance doesn’t always result in sugar and spice.  But contrary to what you might think, a recent Gallup Management Journal article reveals that withholding not-so-nice feedback can actually be a whole lot meaner than not saying anything at all.  And as the authors of THE POWER OF NICE: How to Conquer the Business World with Kindness, we know a thing or two about addressing your employees’ weaknesses in a way in which everyone leaves feeling stronger.  The trick, it turns out, it to offer them a sandwich.

No, we’re not talking about pastrami on rye.  The best way to deliver negative feedback to an employee is to use a technique we call the “Yes Sandwich.”  In other words, start with a positive truth, tell them the bad stuff, and then make another positive statement to end the conversation with everyone feeling good.

For example, you’ve noticed that one of your marketing managers, Mike, has been arriving late to important client meetings with increasing frequency and it’s affecting your business.  Instead of telling him what you might secretly thinking, “Mike, get your act together and come to the meeting on time.  We almost lost a client because of you!” make a yes sandwich by saying, “Mike, your presentations are very astute and our clients really appreciate your insights.  However, I’ve noticed that you have been arriving late recently and it’s very important to all of us that you make it on time.  Your presence makes a huge difference to our success.”

While we are ardent supporters of telling the truth, we can’t stress enough how important it is to talk to your employees about their shortcomings in a way that is as kind as possible.  So, instead of rambling on, getting too personal, or becoming overly emotional, keep everyone’s feelings in check by stating your case in an even-tempered, matter-of-fact way.  By telling them what they need to know without hurting their feelings, you’ll find they will not only appreciate your honesty, they will be much more apt to change.

Posted by Linda and Robin