Making feedback easy for leaders with the Feedback Frame tool

Alex M Dorr

16 Jul 202106:30

Summary

TLDRThe speaker introduces a structured four-step feedback process to prevent the 'machine gun effect' in communication. It starts by acknowledging what the employee is doing well, moves to identifying areas for development with a focus on improvement, then seeks to understand their decision-making process, and concludes with a discussion on potential improvements. The method is illustrated using a humorous Scooby-Doo example, emphasizing the importance of preparation and clarity in feedback to foster growth and avoid defensive reactions.

Takeaways

📋 The speaker introduces a four-step feedback process to prevent the 'machine gun effect' where feedback becomes overwhelming.
👍 Step one focuses on acknowledging what the employee is doing well to set a positive tone for the feedback session.
🔍 Step two involves identifying developmental needs, which are areas that are not yet working effectively, with an emphasis on the word 'yet' to indicate potential for improvement.
🤔 Step three asks for clarification on the employee's decision-making process, aiming to understand the reasoning behind their actions.
🚀 Step four discusses potential improvements and what could be possible with different actions, promoting a forward-looking perspective.
🍔 The 'sandwich effect' is mentioned as a contrast, where feedback is traditionally given between two positives, but the speaker advocates for a more direct approach.
🧠 The importance of structuring feedback is emphasized to soothe the ego and make the recipient more receptive to the message.
🎭 An example using the character Velma from Scooby-Doo is given to illustrate how to apply the four-step process in a humorous way.
🛠 The speaker suggests practicing the feedback process with public figures or characters to get comfortable with the method before using it in real-life situations.
📝 The speaker recommends writing down the feedback points or keeping the four-step template in front of you to stay focused during the conversation.
🤝 The overall goal of the feedback process is to improve communication and foster growth, making it a valuable tool for both managers and employees.

Q & A

What is the 'machine gun effect' mentioned in the transcript?
-The 'machine gun effect' refers to the situation where someone starts giving feedback on one issue and then, without structure, starts bringing up multiple other issues one after another, overwhelming the recipient and potentially triggering a defensive reaction.
What is the purpose of the four-step box method for giving feedback?
-The four-step box method is designed to provide a structured approach to giving feedback that soothes the ego by letting the recipient know what's coming, thus reducing defensiveness and increasing the likelihood of constructive dialogue.
What does the first step of the four-step box method involve?
-The first step involves acknowledging what the employee is doing well, focusing on what is working or helping, without using the 'sandwich effect' of positive-negative-positive feedback.
What is the 'sandwich effect' in feedback?
-The 'sandwich effect' is a feedback technique where positive feedback is given first, followed by the negative points, and then ending with another positive point, which can sometimes come across as insincere or manipulative.
What is the significance of using the word 'yet' in step two of the feedback process?
-Using 'yet' implies that the issue being addressed is not a permanent state but something that can be improved upon, indicating progress and potential for change.
What is the purpose of step three in the feedback process?
-Step three, 'Help me understand,' is about asking questions to gain insight into the employee's decision-making process, choices, or business discipline that led to the situation being discussed.
How does step four of the feedback process differ from the previous steps?
-Step four, 'Discuss what's possible,' shifts the focus from the problem to potential solutions, discussing how taking different actions could lead to better outcomes and what fluency in the desired behavior looks like.
What is an example given in the transcript to illustrate the four-step box method?
-The example given involves Velma from Scooby-Doo, where her intelligence and catchphrase are praised, her issue with losing her glasses during crucial moments is addressed, and potential solutions like Lasik or contact lenses are discussed.
How can practicing the four-step box method with fictional characters help in real-life situations?
-Practicing with fictional characters allows one to apply the method in a low-stakes environment, helping to refine the approach and make it more natural when used in real-life, high-stakes feedback situations.
What is the importance of having a template like the four-step box method when giving feedback?
-A template helps to ensure that feedback is delivered in a structured and thoughtful manner, preventing the conversation from wandering and ensuring that the recipient understands the purpose and focus of the feedback.
How can the four-step box method be applied to a situation where an employee is not effectively budgeting their time on projects?
-By using the method, one can first acknowledge the employee's strengths, then address the issue of time mismanagement, ask about their decision-making process, and finally discuss how better resource allocation could improve their performance and project outcomes.

Outlines

00:00

📝 Effective Feedback Framework

The speaker introduces a four-step feedback process designed to prevent the 'machine gun effect' of overwhelming feedback. The method involves pre-processing the feedback to ensure it's structured and digestible. The first step is acknowledging what the employee is doing well. The second step is identifying areas for development, emphasizing that these are opportunities for growth, not criticisms. The third step involves understanding the decision-making process that led to the current situation, encouraging the employee to share their perspective. The fourth step is discussing potential improvements based on the insights gained. An example using Velma from Scooby-Doo illustrates how to apply this framework in a light-hearted manner, focusing on her intelligence while addressing her habit of losing her glasses at crucial moments.

05:01

🔍 Balancing Detail with Prioritization

In this paragraph, the speaker provides a practical example of applying the feedback framework to a situation where an employee excels in attention to detail but struggles with allocating time and resources effectively. The speaker praises the employee's skill in handling details and the value it brings to the team. However, the issue is that the employee tends to spend too much time on projects with less priority. The speaker then seeks to understand the employee's decision-making process regarding time allocation. The final part of the feedback suggests that with improved discernment, the employee could apply their attention to detail more strategically, potentially advancing their career and benefiting the team.

Mindmap

Keywords

💡Feedback Process

The video introduces a structured feedback process consisting of four steps. This approach aims to avoid overwhelming the recipient with multiple criticisms, often referred to as the 'machine gun effect.' Instead, it emphasizes giving focused and constructive feedback that is easier to accept and act upon. The process is designed to help both parties communicate effectively while maintaining a positive working relationship.

💡Four-Step Box

The 'four-step box' is a core concept presented in the video. It’s a framework for giving feedback that includes: 1) identifying what the employee is doing well, 2) highlighting areas that need improvement, 3) seeking the employee's perspective on the issue, and 4) discussing possible improvements and solutions. The structure is meant to guide feedback in a way that is clear and constructive, rather than overwhelming.

💡Machine Gun Effect

The 'machine gun effect' describes a common problem in feedback sessions where multiple issues are brought up at once, leading to confusion and defensiveness. The video advocates for avoiding this by pre-processing feedback and focusing on one issue at a time. This helps maintain clarity and prevents the feedback from turning into a barrage of criticisms.

💡Ego Management

Managing the ego during feedback is emphasized as crucial. The video explains that providing feedback in a structured and predictable way helps soothe the recipient’s ego. By giving them a clear idea of what to expect, it reduces defensiveness and increases the likelihood of productive discussions. This is why the four-step box begins with positive reinforcement and then gradually moves to areas of improvement.

💡Pre-Processing Feedback

Pre-processing feedback refers to preparing and organizing the feedback before delivering it. The video suggests that by doing this, you avoid jumping from one issue to another, which can overwhelm the recipient. The idea is to think critically about what key message you want to convey, ensuring it’s concise and targeted, allowing for a more productive feedback session.

💡Developmental Need

A developmental need is a key concept in step two of the feedback process. It refers to areas where the employee still has room to grow. The video encourages framing this as something that’s 'not working yet,' emphasizing that improvement is possible with the right focus and effort. This positive framing helps keep the feedback forward-looking and constructive.

💡Help Me Understand

The phrase 'Help me understand' is a critical element of step three in the feedback process. It invites the employee to share their perspective, decisions, and thought processes related to the issue at hand. This approach promotes open dialogue and encourages the employee to reflect on their choices. It also helps to uncover underlying causes or barriers that may be affecting their performance.

💡Discussing What’s Possible

In step four, the focus shifts to exploring potential improvements and outcomes. This involves discussing how the employee can apply the insights from the feedback to make changes and achieve better results. The video highlights that this step is forward-looking and solution-oriented, helping to translate feedback into actionable steps and fostering a mindset of growth and development.

💡Sandwich Effect

The 'sandwich effect' is mentioned as a common but flawed feedback technique, where positive comments are 'sandwiched' around criticism. The video argues against this approach, suggesting that it often feels insincere and distracts from the main message. Instead, the four-step box focuses on genuine acknowledgment of strengths, followed by targeted feedback that encourages growth.

💡Example of Velma from Scooby-Doo

The video uses the character Velma from Scooby-Doo as a humorous example to illustrate the feedback process. Velma’s repeated problem of losing her glasses is used to demonstrate how to apply the four-step box: acknowledging her intelligence and contributions, pointing out the issue with her glasses, asking about her approach to solving it, and then discussing what improvements could be made. This example shows how the process can be adapted to different contexts in a relatable way.

Highlights

Introduction of a four-step feedback process to prevent the 'machine gun effect' in giving feedback.

The importance of pre-processing feedback to soothe the ego and make the process more structured.

Step one focuses on acknowledging what the employee is doing well.

Clarification that step one is not the 'sandwich effect' but a genuine recognition of positive aspects.

Step two introduces the concept of nudging at developmental needs by identifying areas not yet working.

Emphasis on the word 'yet' to signify ongoing progress and potential for improvement.

Step three involves understanding the decision-making process leading to current situations.

The importance of active listening and understanding the employee's perspective.

Step four discusses possible improvements based on insights gained from the previous steps.

Using the example of Velma from Scooby-Doo to illustrate the feedback process.

The humorous application of the feedback process to a fictional character to make it relatable.

Practical advice on how to apply the feedback process in real-life situations.

An example of how to give feedback on a project management issue related to budgeting and prioritization.

The suggestion to use the feedback template for practice before actual implementation.

The benefit of having a template to prevent wandering during feedback conversations.

Encouragement to write down the feedback points to keep the conversation focused.