By this stage of the book, you will have gained far more knowledge about giving feedback than most experienced managers have. The key is to consistently apply these techniques, and as you begin to notice the results, the steps you took to achieve them will become refined and ingrained skills. To highlight your progress so far, I have a small challenge for you.
Read the following examples of feedback and make some notes about whether the delivery is in keeping with what we've reviewed so far or whether there are areas for improvement:
- "John, can I grab you for a second? I want to discuss the state that the treatment room was left in last night at the end of your shift. I noticed that you left a few minutes early last night and that there were still un-sterilized implements left out on the counter. I seem to remember that you completed a module on cross-infection in your last course—what was said on the course about leaving tools and equipment un-treated?"
- "Julie, I want to give you some feedback about the way you conducted this morning's lesson. The children looked very puzzled and I don't think they understood what you were explaining. I wouldn't have put it across that way if I were teaching the class, and I don't think you were 100 percent clear about the key learning outcomes for that topic. Don't deliver it that way again please."
- "Mike, I'm hearing some good things about the Westmoreland case. Carry on like that and I can see someone making Junior Partner pretty soon."
- "Anya, can we discuss the audit process you ran for Bonds last week please? I spoke to their accountant and he remarked on how professional and thorough you were. It's really nice for me as your manager to hear feedback like that from our clients. He said you made everyone feel at ease and explained why you needed the documents you asked for. I'd encourage you to use the same tactic next week when you visit Blakemores, and please take Frankie with you, as I want her to pick up the techniques you use. That's exactly the sort of feedback that gets noticed by the board."
- "Damian, I want to highlight something to you. When you served the young couple over by the door, you brought the main course while the young lady was still eating her starter. What effect do you think that had on their experience?"
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