The delicate art of feedback CAREER Ensuring that you don’t take things personally when on the receiving
end of criticism, nor unwittingly upset someone you are giving feedback to, is vital for a happy, productive and harmonious workplace says Amanda Saint
Feedback is an integral element of personal development and as a seniorPA you are likely to be giving and receiving constructive criticism as part of your role. Taking criticism is never very easy but nor is giving it. Although everyoneworking in a pro-
fessional environment knows that they need to take feedback on board and address the elements that have been identified as development areas, it hurts when you are criticised. Anatural, human reaction to criticism
is to get angry, then defensive and then to go quiet and stop listening. As the per- son giving the feedback, these reactions can be difficult tomanage to ensure that review sessions remain positive and do actually help the employee to improve their performance.
Learn to love feedback Everyone dreads giving and receiving feedback, and there is no doubt that the process can be unnerving and scary, but if you want to develop and improve your performance atwork in order to progress, then feedback is some of themost impor- tant communication you can engage in with yourmanager and othermembers of your team. When done in the rightway andwith
the right intentions, constructive criticism can be the pathway to performance great- ness. Everyone needs to knowwhat they are doing well and not so well. For them to really hear your thoughts and sug- gestions on ways to improve, though, feedback has to be delivered carefully and on a regular basis. Giving and receiving feedback effec-
tively is a skill and, like all skills, it takes practice to build your confidence and improve. Don’t store it all up for annual performance reviews though; make con- structive feedback an everyday part of your career to get the most out of every- one you work with. Here’s how to do it.
During a performance review there are going to be goals and objectives in place to discuss, and feedback given will be based on them. This often removes the potential for any sensitivity around con- structive criticism but if you are giving feedback to a colleague at the same level as you, based on an area for improvement you have identified in your day-to-day work, remember that it is important that you keep a positiveworking relationship with them going forward.
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goingto saytoensure thatyouarenotmak- ing assumptions about the person, your relationshipwith themor their role inaproj- ect. For example, if you are going to criti- cise someone by saying that they ‘don’t listen to instructions’ then you could be assuming that they have been communi- cated properly and that you both under- stood them in the same way. Identifying potential assumptions can ensure that feedback sessions and ongoing relation- ships remain positive and helpful.
2 Don’t make assumptions Think carefully about what you’re
Remember relationships matter
considerate at all timeswhen giving and receivingfeedback. If you are givingfeed- backdon’t loseyourtemper, don’t scold the person and always give thema chance to respond. If you are receiving it then don’t become over-sensitive and defensive, instead consider what has been said and respond calmly, even if you disagreewith the criticismthat is being levelled at you. Rational and considered feedback and responses will stand you in much better stead than angry, aggressive ones.
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that both of you know what the purpose of the meeting is and what aspect of the person’s performance is being reviewed. For example, after sharing your intentions for the discussion, you could then go on to say: “My understanding was that you were going to compile and analyse the survey results and deliver the report tome on Friday.” Thisway, you are both certain of where you stand, what is being reviewed andwhat the constructive crit- icism is hoping to help improve. E
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WWW.EXECUTIVEPA.ASIA 43 Clarify expectations At the start of the meeting ensure
Be respectful Ensure that you remain polite and
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