How – and Why – to Create a Culture of Feedback
April 6, 2023 | By David M. Wagner
“What should we do to prepare for Y2K?”
Fans of The Office may recognize that question from the episode “Performance Review.” An anonymous employee left it in a suggestion box.
Branch manager Michael finally gets around to reading the suggestion. In 2005.
Would you put much effort into sharing your ideas with someone who showed such disregard for others’ suggestions?
And how seriously would you take feedback from a manager who rejected input from others? (When another entry suggests Michael address his body odor, he dismisses it as advice meant for someone else.)
By contrast, in a culture of feedback, useful information is shared freely and received enthusiastically. Difficult messages are easier to share and hear. Job functions operate in synchronicity. Problems are discovered quickly. Ideas for improving mission outcomes are identified, explored, and implemented.
“In a culture of feedback, important information is shared freely and received enthusiastically.”
Hopefully your team does not resemble Dunder Mifflin. But that doesn’t mean there isn’t room for improving the flow of key information. Here’s how.
Become a Feedback Seeker
Actively seeking out feedback from others not only sets an example for others to follow. It also provides an opportunity to grow into an even more effective leader.
I helped set up an “upward feedback” program in which supervisors, during routine meetings with direct reports, would ask what they should start, stop, or continue doing to be better managers. They received meaningful advice to improve their leadership. And employees, seeing their managers embrace feedback (even criticism), were more open to hearing how they could improve their performance.
Include Others in Decision-Making
Demonstrate a commitment to receiving feedback by giving others an opportunity to weigh in on major decisions. Seeking input is also a direct way to tap into the wisdom distributed among your team or stakeholders.
It is not necessary – in fact, it’s often counterproductive – to incorporate every opinion from every person. Rather than aiming for consensus, seek commitment from affected parties. Treat every idea with respect and encourage healthy debate to make inclusive conflict a healthy norm.
Make Feedback Routine
Constructive feedback is easier to receive when it is expected and offered in the spirit of seeking improvements.
Use retrospectives at key program milestones or on a routine schedule. Honestly ask, “what could we have done/be doing better?” without assigning blame. Individuals benefit from the same habit of growth-oriented feedback. Appreciation (“here’s what you’re doing well”) and coaching (“here’s what you could be doing better”) are better delivered on an ongoing basis than limited to once-a-year evaluations.
Exchanging key information helps teams keep in sync and improve their mission impact. Growth-minded leaders can facilitate multi-directional information sharing by proactively and inclusively requesting input themselves, and by implementing routine feedback processes. Schedule a free consultation with us if your team is struggling to establish a culture of feedback.