If you correct someone, correct them out of love. – St. Augustine
Years ago, I worked as a Training & Development Officer for an airline company. My tasks involved conducting Customer Service Workshops, observing the Customer Service Agents, and giving them feedback.
My boss was one of the most admired and respected Training Specialist. She taught me about the power of effective feedback. According to her, feedback is a gift. It is given to help the person enhance their skills and reach their goals.
“But, how can I give effective feedback?” I asked her as I prepared my notes for the workshop.
“Well, giving constructive feedback can be difficult. Try using the 3-step sandwich approach,” she replied.
The 3-Step Sandwich Approach
1. Positive Feedback (1st Slice of Bread)
Be sincere & specific.
2. Constructive Criticism (The Filling)
The purpose of constructive criticism is to help the person improve; choose your words wisely.
3. Positive Feedback (2nd Slice of Bread)
End things on a positive note through compliments or encouraging words.
Here’s how I’ve used this approach in real-life situations……
(feedback to Customer Service Agent)
“I’ve observed that you’ve greeted the passengers with a smile and answered their questions politely.”
“However, I’ve also noticed that when the previous passenger was talking to you; you’ve rolled your eyes several times. Let’s talk…”
“I really appreciate your openness to feedback, and I hope we can continue to work together to provide great customer service to our passengers.”
(feedback to hubby during our challenging LDR)
“Hon, I’m so happy that you’ve prepared all your documents for the visa application!”
“Although I must admit that this morning, I felt ignored when you weren’t answering my calls…”
“Thanks for listening and letting me talk about how I felt about this. I’m glad that we have resolved this misunderstanding. I know we will get through all these challenges… I Love You!”
A classic recipe……
Yup, with this recipe you can add a dash of kindness and a spoonful of love! I learned about the Sandwich Approach 18 years ago. I like this method because it is applicable in various situations. One reader shared that she used this approach with her daughter. I personally have used it to give feedback to a friend. And yes, even with my honey!
There are newer ways to give feedback. Whatever recipe you want to use, just remember feedback is a gift. Be sincere and specific. Choose your words wisely. Give compliments and lots of encouragement. And most of all…
Do it with LOVE!
Thoughts? Reactions? Feedback? What do you think of this approach? Do you have any other ideas on how to give effective feedback? Please share in the comments below. I’d love to hear from you!
Thank you so much for reading and have a great weekend!