Feedback for the employee:

Feedback is sometimes under valued by organisations and it’s employees, and for some isn’t recognised as a vital part of progressing into any career. This can cause issues with workforce morale and motivation, as well as the threat of having employees not knowing what areas they are good or bad at.

Feedback is the most cost effective however most powerful tool which management can use in order to get people on track, and working in the right direction. Thaler and Sunstein (2008) stated that the best way to help people improve performance is to deliver feedback to participants on any occasion. It can be very motivating and energising, and has some clear links to employee satisfaction and productivity – as it gives us a warm feeling to hear were good at something, or how to get better.

But it’s a threat when feedback isn’t delivered to employees and this can cause ‘Feedback famine’: this occurs when no feedback is received. This doesn’t just mean formal feedback, but any sort of feedback, even if it’s a casual ‘Well done’ or ‘You’re very good at that’. When this occurs employees are unhappy and demotivated, which leads inventively to poor performance. In order to avoid here are 5 useful tips:

1. ) Be specific: Make sure to focus on that individual in particular, and a certain area they can improve on. They might feel uninterested if they feel you give the same advice to everyone. MAKE IT PERSONAL!
2. ) Don’t wait for the quarterly review: Why wait for a certain date if you feel feedback is already needed for an employee? Give them tips and pointers on a regular basis when necessary, this will help to avoid ‘Feedback famine’
3. ) Focus on performance, not personality: Make sure your constructive criticism is based on how they perform, not the person they are. Some may find this disheartening as criticising ones personality can easily be taken as an insult
4. ) Used the 3×3 method: This method is proposed by Bert Decker in his book ‘You’ve got to believe to be heard’ and suggests giving feedback in 3 fold is more effective when people implement changes and improvements
5. ) End of a positive: When delivering feedback it’s good to start with the negatives, and end on the positives as they will go away with an open mind set of they can improve. For additional help on this Bill Gross’s blog (2012) ”How to give GREAT employee feedback” is extremely helpful (https://goo.gl/UJX2w3)

A model proposed by Woodruffe (2007) can be implemented when delivering feedback, this focuses on certain competencies using the BAR scale (Behavioural anchored behavioural scale). It gives a simple, easy to understand rating out of 5. Below is an example of how it can be used to deliver feedback:

Feedback for the business: 

The importance of feedback for the employee is obviously high, however it’s not the only area where feedback can be used in a beneficial way. Feedback is also critical for a business to improve their methods as well, as it will identify the areas which can be improved to better the company as a whole. For example when a customer contacts The John Lewis Partnership for queries or complaints they are contacted by text message after prompting them to give feedback on their experience. In this case it is used to improve customer service for the customer, and from this they can identify areas of which may lack certain skills and elements which consumers would appreciate.

It can also be helpful when businesses run conference days in order to promote their company. After event survey are very popular in order to receive additional information on their experience of the day, and can be used to better the companies marketing methods. A survey carried out by Brown (2017) found that 40% of participants found online surveys was the preferred method of delivering feedback.

(Brown, 2017)

Here are some methods which businesses can used in order to receive effective feedback:

1.) Online surveys: Before, during and after service/product is delivered

2.) Telecommunication: Some businesses use phone calls as a way of received feedback for honest opinions, as it eliminates the risk of people fooling about with online surveys

3.) Face to face meeting: These can be delivered when a business run recruitment processes, as well as giving candidates feedback.

4.) E-Mail marketing: Another form of receiving feedback is emailing customers, however limited as reply rates aren’t very high, therefore aren’t used very regularly.

It would be very hard for businesses and employees to progress without any feedback from others. Both could be doing the same thing over and over again, and not even realise what they’re doing is wrong. Feedback creates self awareness, and gives the potential of improvements and communication. It should never be undervalued, and both businesses and customers should seize the opportunity to take this free tool to improve.

Bibliography: 

15Five. (2017). 9 Ways to Give Effective Employee Feedback. [online] Available at: https://www.15five.com/blog/9-ways-to-give-effective-employee-feedback/ [Accessed 3 May 2017].

BAR scale (2017). [online] Available at: http://images.slideplayer.com/26/8711598/slides/slide_13.jpg [Accessed 3 May 2017].

Brown, E. (2017). 2 Ways the Most Successful Businesses Learn From Their Customers | SurveyMonkey Blog. [online] SurveyMonkey. Available at: https://www.surveymonkey.com/blog/2014/08/29/2-ways-most-successful-businesses-learn-from-customers/ [Accessed 2 May 2017].​

Bill Gross (2017). How to give GREAT employee feedback. [online] Available at: https://www.linkedin.com/pulse/20121130041419-9947747-how-to-give-great-employee-feedback [Accessed 5 May 2017].

Copper, B. (2002). Feedback. 1st ed. Bath: Camden.

Decker Communications. (2017). The Decker Method for Business Communications | Decker Communications. [online] Available at: https://decker.com/what-we-do/the-decker-method/ [Accessed 3 May 2017].

Full Circle Feedback. (2017). The Importance of Feedback | Why Is Feedback Important? – Full Circle Feedback. [online] Available at: http://www.fullcirclefeedback.com.au/360-power-of/ [Accessed 5 May 2017].

Woodruffe, C. (2007) Development and assessment centres: Identifying and developing competence. 4th Edition, London: Human Assets Ltd