Giving and Receiving Feedback page

Feedback and continuous improvement

Feedback is a critical part of both individual growth and team success. When delivered thoughtfully, it helps build trust, improves performance, and enhances collaboration. Whether giving or receiving feedback, the way you approach it can make all the difference in its effectiveness. This module is designed to help you develop the skills needed to navigate feedback situations confidently and constructively.

Delivering feedback with empathy and receiving it thoughtfully builds trust and encourages improvement. Taking notes and choosing the right time to share feedback ensures it’s constructive and actionable. By confirming understanding, you create a culture of accountability and continuous learning, benefiting your work with clients and colleagues alike.

Before giving feedback

Before offering feedback, it’s essential to prepare thoughtfully. This means understanding both your intention and the potential impact of your words.

• Look at giving feedback as an opportunity to help the other person grow: The goal of feedback should always be to assist someone in improving or continuing positive behaviors. Think of feedback as a tool to help someone get better. Shifting your mindset in this way can make the conversation feel supportive rather than confrontational.
• Continuously take notes: Feedback is most effective when it is based on specific behaviors or instances. Keep ongoing notes about observations — both positive and areas for improvement — so your feedback is clear and well-supported.
• Look for opportunities to reinforce positive behavior: Don’t limit feedback to pointing out issues. Actively look for times when people are doing things well. Reinforcing good behavior encourages more of it and contributes to a positive work environment.
• Consider the differences between actual problems vs. preferences: It’s important to distinguish between what’s genuinely problematic and what is a matter of personal preference. Giving feedback on genuine issues is vital for improvement, but feedback based solely on preferences should be approached with caution — especially if it doesn’t directly affect team performance or outcomes.
• Put yourself in the other person’s shoes: Consider how the recipient might react. Reflect on their perspective, potential sensitivities, and how they are likely to feel about the feedback. This helps you choose your words carefully and deliver feedback in a way that is empathetic and constructive.

When giving feedback

When the time comes to actually deliver feedback, clear communication and empathy are key.

• SBI model: The Situation-Behavior-Impact (SBI) model is a helpful way to frame feedback. Start by describing the situation where the behavior occurred, specify the behavior you observed, and explain the impact it had. For example: “In yesterday’s client meeting (situation), you interrupted John several times while he was speaking (behavior). This made it harder for him to express his points and may have come across as dismissive (impact).”
• Offer specific, actionable, and objective feedback: Avoid vague comments like “You need to be better at communication.” Instead, be specific and actionable: “When speaking with clients, try summarizing their points to show you understand before providing your input.”
• Be mindful of tone: Tone plays a huge role in how feedback is received. Aim for a neutral and caring tone. Even well-phrased feedback can be taken poorly if the tone sounds accusatory or dismissive.
• Use “I” statements: Using “I” statements can prevent the recipient from feeling blamed or attacked. Instead of saying, “You never meet deadlines,” try “I’ve noticed that some recent deadlines have been missed, and I’m concerned about how this affects our timeline.”
• Frame feedback with empathy: Feedback is most helpful when it comes from a place of understanding. Acknowledge the recipient’s perspective or challenges they may face, and let them know you are there to support their growth. “I know the new process can be challenging, but I believe this feedback will help in making it easier over time.”
• Check for understanding: Before concluding the feedback discussion, ask the recipient if they have understood the key points. This could be as simple as saying, “Do you feel clear on what I’ve shared?” or “Do you have any questions about what I’ve said?” This ensures there’s no misunderstanding and opens the door for clarifications.

After giving feedback

Feedback shouldn’t end when the conversation does. Following up can be just as important as delivering the feedback.

• Follow-up on feedback: Set a reminder to check in after some time has passed. Ask if they have any questions or if they need more support. This shows that you care about their progress and are invested in their success.
• Offer ways to help: If the feedback points to areas of improvement, be prepared to offer ways you can help. For example, you might offer additional resources, provide coaching, or make time for extra check-ins.
• Acknowledge progress: After giving feedback, make it a point to recognize any improvements, even small ones. This encourages the recipient and shows that you notice their efforts. For instance, saying, “I’ve seen a real improvement in the way you communicate your ideas in meetings lately — great work on applying that feedback” reinforces positive change.

Asking for feedback

Proactively seeking feedback shows a commitment to self-improvement and openness. It also encourages a culture where feedback flows both ways, making everyone feel more comfortable sharing their thoughts.

• Seek out feedback proactively: Don’t wait for formal reviews to ask for feedback. Ask colleagues, clients, or supervisors regularly how you’re doing, and if there’s anything you can do differently or better. You might say, “I’d really appreciate your thoughts on how I handled that client meeting. Was there anything I could improve?”
• Frame your request positively: Make it clear that you’re open to all types of feedback. A good way to do this is by saying, “I’m looking for ways to improve, and I would really value your honest input.” This sets the expectation that you’re genuinely interested in growing and encourages others to be candid.
• Be specific in your request: Instead of asking for general feedback, be clear about what you want input on. For example, you could say, “Can you give me some feedback on how I handled the project kickoff meeting?” This helps the person giving feedback focus their response and makes it more useful for you.
• Ask different people for feedback: Diversify the perspectives you get by asking for feedback from people with different working relationships with you. A colleague may offer insights into your teamwork skills, while a manager can provide feedback on strategic decision-making. Each perspective can help you understand your performance more fully.

When receiving feedback

Receiving feedback effectively requires an open mind and a willingness to grow. This can sometimes be challenging, but there are ways to make it easier.

• Use active listening techniques: When receiving feedback, show that you are listening by maintaining eye contact, nodding, and using phrases like “I see” or “I understand.” This helps the other person feel heard and makes it easier for you to absorb the feedback.

• It’s natural to feel defensive or emotional, so breathe and remember it’s not about you personally, it’s about growing professionally: Feedback can stir up emotions, especially if it feels critical. Remind yourself that feedback is about the work, not you as a person. Taking a breath and focusing on the message rather than the delivery can help manage these feelings.

• Pause before responding: It’s okay to take a moment before responding to feedback. Pausing helps you avoid reacting defensively and gives you time to consider what’s being said.

• Seek examples to understand feedback better: If the feedback is unclear or too general, ask for specific examples. This helps you understand what actions or behaviors to adjust.

• Express appreciation for feedback: Regardless of how the feedback makes you feel, thank the person for their time and effort. A simple “Thanks for taking the time to share this with me” can help foster a positive environment for open communication.

After receiving feedback

The work doesn’t stop after you’ve received feedback — what you do with it is what makes a difference.

• Seek additional perspectives: Sometimes it’s helpful to get a second opinion, especially if feedback seems unexpected or unclear. Ask a trusted colleague for their perspective to get a fuller picture.
• Turn feedback into actionable steps: Break down the feedback into specific actions. For example, if you were told to improve communication in meetings, an action step might be “Summarize key points at the end of each meeting to ensure clarity.”
• Create a system for measuring progress: Set up a way to track your progress. This could be as simple as writing down your goals and checking in weekly or asking for feedback from a trusted colleague to see if they’ve noticed improvements.

A significant part of effective communication involves giving and receiving feedback in a manner that promotes continuous improvement.

This section covers key strategies for providing and using feedback, conducting self-assessments, seeking external input, and sustaining a culture of ongoing development.

Giving effective feedback

Providing feedback is an essential skill that helps individuals and teams improve their performance. However, the effectiveness of feedback depends on how it is delivered.

Providing constructive feedback using the SBI (Situation-Behavior-Impact) model: The SBI model is a simple yet powerful framework for delivering feedback. Begin by describing the situation where the behavior occurred, then explain the specific behavior you observed, and finally, discuss the impact this behavior had. For example, “During yesterday’s sprint planning meeting (situation), I noticed you interrupted others several times (behavior), which disrupted the flow of the conversation and made it hard for everyone to contribute (impact).” This approach helps to keep feedback clear, specific, and focused on observable actions, rather than assumptions or judgments.

Balancing positive and corrective feedback to maintain motivation and trust: While it’s important to address areas for improvement, it’s equally important to recognize and reinforce positive behaviors. Striking a balance between positive and corrective feedback can help maintain morale and build trust. For instance, start with a positive observation before addressing a concern. This ensures the person feels valued and supported, making them more receptive to the feedback.

Offering specific, actionable, and objective feedback: Feedback should be concrete and tied to specific actions or behaviors. Avoid vague statements like “You need to be more proactive” and instead offer something actionable: “It would be helpful if you could share your thoughts during meetings, as your insights are valuable and can drive the conversation forward.” Objectivity is key — base your feedback on facts rather than interpretations to keep it constructive and fair.

Make sure feedback is timely and relevant to the context: Feedback is most effective when it’s given promptly after the observed behavior. This makes it easier for the recipient to connect the feedback with the specific actions or events in question. Additionally, ensure the feedback is relevant to the current context and priorities of the team or project. This helps in addressing issues before they escalate and keeps the feedback aligned with ongoing goals.

Addressing potential challenges and sensitivities when giving feedback: It’s important to be aware of the potential challenges and sensitivities involved in giving feedback. Some people may be more sensitive to criticism, so approach these situations with empathy and tact. Consider the individual’s perspective and how they might react. For example, if you’re aware that a team member is particularly sensitive, frame your feedback in a way that acknowledges their efforts while also gently guiding them towards improvement.

Tips and techniques:

• Frame feedback with empathy: Always start by considering the recipient’s perspective. Ask yourself how you would feel receiving this feedback and adjust your tone to be constructive rather than confrontational.
• Use “I” statements to express feedback: Instead of saying, “You did this wrong,” try, “I noticed this and felt it impacted the project in this way.” This reduces defensiveness and opens up a dialogue.
• Practice giving feedback in private: Choose a setting where the recipient feels comfortable and safe to discuss feedback openly. Avoid public settings that could cause embarrassment or defensiveness.
• Follow-up on feedback: After giving feedback, check in with the recipient later to see how they’ve implemented changes or if they need further support. This shows ongoing commitment and care.

Questions to reflect:

• How do you usually feel when receiving feedback? How might this influence how you give feedback?
• How do you ensure that your feedback is perceived as constructive rather than critical?

Receiving and using feedback

Receiving feedback effectively is as crucial as giving it. It’s a key part of personal and professional development, allowing individuals to grow and refine their communication and collaboration skills.

Using active listening techniques to fully understand feedback: When receiving feedback, it’s essential to listen actively. This means giving the speaker your full attention, acknowledging their points, and resisting the urge to interrupt or defend yourself. Active listening also involves paraphrasing what you’ve heard to make sure you’ve understood it correctly, such as saying, “So, what I’m hearing is that you’d like me to be more proactive in our meetings. Is that correct?”

Asking open-ended questions to clarify and deepen understanding: To gain deeper insight into the feedback, ask open-ended questions that encourage further discussion. For example, “Can you give me an example of when I could have been more proactive?” or “How do you think I can improve in that area?” This not only shows that you’re engaged and open to the feedback but also helps you understand the specifics of the feedback more clearly.

Managing emotional responses and staying open to critique: It’s natural to feel defensive or emotional when receiving feedback, especially if it’s critical. However, it’s important to manage these responses to remain open to the critique. Take a moment to breathe and process the feedback before responding. Remember, feedback is not a personal attack but an opportunity for growth. If necessary, ask for a moment to reflect before continuing the discussion.

Turning feedback into actionable steps for personal and professional development: Once you’ve received feedback, the next step is to translate it into concrete actions. Identify specific changes you can make to address the feedback and set measurable goals to track your progress. For example, if the feedback is about improving communication in meetings, you might set a goal to speak up at least once in every meeting and prepare key points beforehand.

Implementing feedback and measuring improvement over time: It’s not enough to simply receive feedback; you must also implement it. Take the actionable steps you’ve identified and put them into practice. Over time, monitor your progress and assess whether the changes are leading to the desired improvement. Seek further feedback to gauge whether your efforts are having the intended impact.

Seeking out feedback proactively to encourage continuous growth: Don’t wait for feedback to come to you — actively seek it out. Regularly asking for feedback shows that you’re committed to continuous improvement and are open to learning. This proactive approach can help you identify areas for development before they become significant issues and ensures you’re always moving forward in your professional growth.

Use feedback loops for continuous alignment and improvement in communication: Establishing feedback loops — ongoing cycles of giving and receiving feedback — ensures continuous alignment with your team and ongoing improvement. Regular check-ins and reviews can help maintain open communication and address any issues promptly, leading to a more cohesive and effective team dynamic.

Tips and techniques:

• Pause before responding: Take a moment to process feedback before reacting. This helps you manage any initial emotional response and think more clearly about what’s being said.
• Seek examples to understand feedback better: If feedback is unclear or general, ask for specific examples to grasp what changes are being suggested.
• Express appreciation for feedback: Whether the feedback is positive or critical, thank the person for taking the time to help you improve. This encourages ongoing, open communication.
• Create an action plan: After receiving feedback, write down specific actions you will take to address the points mentioned. Review and revise this plan as you progress.

Questions to reflect:

• When was the last time you received feedback that was hard to hear? How did you handle it, and what did you learn?
• In what ways could you improve your receptiveness to feedback?

Reviewing and providing feedback

Feedback is a powerful tool for growth and improvement, both for individuals and teams. Knowing how to give and receive feedback constructively can significantly enhance performance and foster a positive working environment.

Giving constructive feedback

Frame feedback in an actionable and specific way: Focus on behaviors or outputs rather than personal attributes. For example, instead of saying “You’re disorganized,” you might say, “I noticed the project timeline wasn’t updated, which caused some confusion. Updating it weekly could help us stay on track.”

Use the “Praise-Critique-Suggestion” structure: Start with something positive to acknowledge what was done well. Follow this with constructive criticism, and then offer suggestions for improvement. This approach makes feedback easier to accept and more actionable.

Be mindful of tone: Deliver feedback in a supportive way that encourages growth. Harsh or overly critical feedback can be demotivating, so aim for a tone that is constructive and encouraging.

Time your feedback appropriately: Provide feedback soon after the work is completed while the context is still fresh. However, choose a non-pressurized setting where the recipient can reflect on the feedback without feeling rushed or defensive.

Tips and techniques:

• Observe before you speak: Take time to observe the situation and gather specific examples before giving feedback. This ensures your feedback is grounded in reality and not based on assumptions.
• Highlight the impact: When providing feedback, explain how the behavior or outcome affects the team or project. This helps the recipient see the broader implications of their actions.
• Use neutral language: Avoid emotionally charged words that can trigger defensiveness. Stick to factual descriptions of what happened and the effects.
• Follow up: After giving feedback, check in later to see how the person is progressing with any suggested changes. This reinforces your support and commitment to their improvement.

Questions to reflect:

• Think of a time when you received feedback that was either very effective or ineffective. What made it so, and how can you apply those insights to how you give feedback?
• How do you adapt your feedback style based on the individual you are communicating with? Are there ways you could further refine this approach?
• Consider a recent situation where you gave feedback. What was the impact of that feedback, and how could you have framed it differently for a better outcome?
• What strategies can you use to ensure that your feedback is constructive, even in challenging situations?

Receiving and integrating feedback

Listen actively to feedback: When receiving feedback, listen without interrupting. Focus on understanding the perspective being offered, even if you don’t immediately agree with it.

Ask clarifying questions: If something isn’t clear, ask for clarification to make sure you fully understand the feedback and how you can apply it to your work.

Reflect on and integrate feedback: Take time to reflect on the feedback and determine how you can incorporate it into your work. Use it as an opportunity to improve and grow in your role.

Express appreciation for feedback: Thank the person providing feedback, even if it’s difficult to hear. Acknowledging feedback positively reinforces a culture of open and constructive communication.

Tips and techniques:

• Pause before responding: When you receive feedback, take a moment to process it before reacting. This can help you respond thoughtfully rather than defensively.
• Paraphrase for understanding: Repeat back what you’ve heard in your own words to confirm your understanding. This not only shows that you’re engaged but also clarifies the feedback.
• Set personal goals: After receiving feedback, set specific goals for how you will apply it. This helps you track your progress and stay focused on improvement.
• Create an action plan: Break down the feedback into actionable steps you can take. This makes it easier to integrate the feedback into your daily work.
• Seek additional perspectives: If you’re unsure about feedback, consult with a trusted colleague or mentor for a second opinion. They can provide additional insights or help you interpret the feedback.

Questions to reflect:

• When receiving feedback, how do you typically respond, and what impact does this have on your growth? Are there any habits you’d like to change?
• Reflect on a time when you struggled to accept feedback. What made it difficult, and how could you approach similar situations differently in the future?
• What steps can you take to make sure you actively apply feedback rather than just acknowledging it? How can you measure your progress over time?

Exercise: Feedback

TODO

Feedback Role-Play

• Activity: Participants role-play giving and receiving feedback in pairs or small groups. One participant gives feedback on a simulated task, following the “Praise-Critique-Suggestion” structure, while the other practices active listening and asking clarifying questions.
• Objective: Build skills in delivering and receiving constructive feedback effectively.

Self-assessment and reflection

Self-assessment and reflection are powerful tools for personal development. By regularly evaluating your own communication skills and reflecting on past experiences, you can identify strengths, recognize areas for improvement, and set goals for growth.

Conducting regular self-assessments to identify strengths and areas for improvement in communication: Regularly take the time to assess your communication skills. Consider your interactions with colleagues and clients, and identify areas where you excel and where you might need improvement. For instance, you might notice that you’re strong in written communication but could improve in public speaking or active listening. This self-awareness is the first step toward meaningful improvement.

Reflecting on past interactions to learn from successes and mistakes: Reflection involves looking back on past interactions and analyzing what went well and what could have been better. Consider both successful communications and those that were less effective. What factors contributed to the success or failure? What can you learn from these experiences? This reflection helps you understand the dynamics of communication and how you can apply these lessons in the future.

Setting specific goals for improving communication skills based on self-assessment and feedback received: Based on your self-assessment and the feedback you’ve received, set specific, measurable goals for improvement. For example, if you’ve identified that you need to improve your public speaking skills, you might set a goal to practice speaking in meetings or to attend a public speaking workshop. These goals should be realistic and achievable, allowing you to track your progress over time.

Using self-reflection tools such as journaling or feedback logs to track development over time: Tools like journaling or maintaining a feedback log can be invaluable in tracking your development. Regularly write down your thoughts on your communication experiences, noting any feedback received and your reflections on it. Over time, these records can help you see patterns in your communication, track your progress, and identify areas where you’ve improved or need further development.

Tips and techniques:

• Set a regular self-review schedule: Allocate time at the end of each week or month to review your communication efforts. Look at what went well and where you struggled.
• Use a communication journal: Document interactions that stood out to you, noting what you did well and where there was room for improvement. Reflect on these entries periodically.
• Compare current skills with past experiences: Look back at old projects or communications to see how your skills have evolved. This can help identify patterns and areas still needing work.
• Celebrate small wins: Recognize the progress you’ve made, even if it’s minor. This keeps you motivated and aware of your continuous improvement.

Questions to reflect:

• How often do you think about your communication skills outside of formal reviews or feedback sessions?
• What recent communication success are you most proud of? What specific actions contributed to that success?
• What patterns do you notice in your self-assessment that might indicate an area needing more attention?

Seeking external input

In addition to self-assessment, seeking external input is crucial for gaining a well-rounded understanding of your communication effectiveness. External perspectives can provide insights that you might not be able to see on your own.

Getting peer review or mentorship for critical communications: For critical communications, such as important emails, presentations, or client meetings, it can be helpful to seek input from peers or a mentor. They can provide valuable feedback on your approach, tone, and content, helping you refine your communication before delivering it. This not only improves the quality of your communication but also builds your confidence in delivering it.

Using 360-degree feedback to gain a comprehensive view of communication effectiveness: 360-degree feedback involves gathering feedback from a variety of sources, including peers, subordinates, supervisors, and even clients. This comprehensive feedback can give you a well-rounded view of how others perceive your communication skills, highlighting areas you might not have considered and providing a broader perspective on your strengths and areas for improvement.

Participating in role-playing or simulations to practice and refine communication strategies: Role-playing or simulations can be effective ways to practice and refine your communication strategies in a safe environment. By simulating real-world scenarios, you can experiment with different approaches and receive immediate feedback on your performance. This practice can help you build confidence and improve your ability to handle similar situations in your actual work.

Tips and techniques:

• Diversify your feedback sources: Don’t rely on just one person for feedback. Seek input from peers, clients, and supervisors to get a well-rounded view.
• Ask for feedback on specific skills: When seeking external input, be specific about what you want feedback on — whether it’s your presentation style, email communication, or conflict resolution.

Questions to reflect:

• How do you choose who to ask for feedback? Are you getting a balanced perspective?
• What’s one area of communication where you feel you need external validation or critique?

Sustaining continuous improvement

Continuous improvement in communication requires ongoing effort and a commitment to learning. By embedding feedback and self-reflection into your daily routine, you can create a habit of constant development and improvement.

Encouraging a habit of continuous learning and development in communication skills: Cultivate a mindset of continuous learning. This means regularly seeking out opportunities to improve your communication skills, whether through formal training, reading, or simply observing and learning from others. Stay curious and open to new ideas, and be willing to experiment with different communication techniques to find what works best for you.

Integrating feedback into daily routines and making adjustments as necessary: Make it a habit to regularly seek feedback and integrate it into your daily routines. This could involve setting aside time each day or week to reflect on the feedback you’ve received and to think about how you can apply it. By consistently making small adjustments based on feedback, you can achieve steady, incremental improvements in your communication skills.

Promoting a culture of open communication within teams to foster ongoing improvement: Finally, fostering a culture of open communication within your team can contribute to continuous improvement for everyone. Encourage your colleagues to give and receive feedback openly and constructively. When everyone is committed to improving communication, the team as a whole becomes more effective, leading to better collaboration and outcomes.

Tips and techniques:

• Start small: Focus on one communication skill at a time rather than trying to improve everything at once. Small, consistent improvements are more sustainable.

Questions to reflect:

• What new communication skills have you recently started to develop, and how are you progressing?
• How do you integrate feedback into your daily routines without it feeling forced or overwhelming?
• What’s one communication habit you would like to change, and what steps will you take to address it?

Exercise: Continuous improvement

TODO

Focus on giving feedback.

1. SBI Model Role-Playing Game

• Objective: Practice giving and receiving feedback using the SBI (Situation-Behavior-Impact) model.
• Setup:
  • Split the participants into pairs or small groups.
  • Provide each group with scenarios relevant to their roles (e.g., a DevOps engineer giving feedback on code deployment, a Product Owner providing feedback on a backlog refinement session).
• Exercise:
  • One participant acts as the feedback giver, using the SBI model to deliver constructive feedback based on the scenario.
  • The other participant acts as the receiver and then provides feedback on how well the SBI model was used.
  • Rotate roles and scenarios so everyone gets a chance to practice both giving and receiving feedback.
• Debrief: Discuss as a larger group what worked well, challenges encountered, and key takeaways.