Archives for February 2008

Preamble

The last two articles discussed the popular ‘sandwich technique‘ for giving interpersonal feedback. The first article introduced the sandwich feedback technique. The second article critiqued this method and discussed three common mistakes that render the sandwich technique ineffective.

This follow-up article will introduce an effective feedback technique and list links for further information.

This article focuses on manager-to-employee feedback. However this feedback model can be the foundation for giving feedback in other interpersonal contexts as well—between peers or between spouses, for instance.

The Manager Tools Feedback Model

Manager Tools is a widely-admired suite of management techniques to help shape effective managers and leaders. The weekly podcasts on this site feature Manager Tools’ principals, Mark Horstman and Mike Auzenne, discussing their tools and tips to help audiences advance their managerial and leadership skills. The discussion forums are useful as well.

Perhaps the most popular and most effective of the Manager Tools ideas is the effective feedback model. Here is a summary of the four steps in this feedback technique.

1. Ask an employee whether they are open to some feedback. Example: “Jack, may I give you some feedback?”
2. Describe specific behavior you saw, heard, or read about. Example: “Jack, when you roll your eyes in meetings when others talk; when you say “you guys don’t get it”; when you come late to meetings and leave in the middle…”
3. Describe the impact of the behavior. Once you have described what you observed, tell them what you felt or what impact it had on the company, project, or team. Example: “Jack, when you roll your eyes and tell others they “don’t get it”, here’s what happens. We lose good people. You lose opportunities you want, like that last move that you didn’t get.”
4. Discuss next steps. Even with affirmative (positive) feedback, state “Good work. Keep it up.” For corrective (negative) feedback, ask open-ended or leading questions to encourage the employee to suggest change. Example: “What can you do about this? How can I help you?”

Further Information

Here are links to podcasts and references for further information on the Manager Tools effective feedback model.

• Effective feedback model: podcast on the four-step technique and the corresponding summary sheet.
• Podcast on frequently asked questions on the effective feedback model
• Podcast on tailoring feedback to distinct employee communication styles.
• Podcast on adapting the feedback model for giving feedback to peers.
• A list of podcasts for advancing managerial and leadership’s skills.

Call for Action

Feedback is a central component of the manager-employee relationship. Employees get better at their jobs only when their managers give them timely, relevant and forthright feedback—both affirmative and corrective feedback.

Use the Manager Tools feedback model to enhance your feedback skills and communicate effectively with employees.

Yesterday’s article presented the popular ‘sandwich technique’ for giving interpersonal feedback. This follow-up article will critique this method and discuss three common mistakes that render the sandwich technique ineffective.

These discussions and examples focus on manager-to-employee feedback. However, this analysis is relevant to other interpersonal contexts, including interactions between peers or between spouses.

Mary Kay Ash on the Sandwich Technique

Mary Kay Ash, American entrepreneur and founder of Mary Kay Cosmetics, discusses the sandwich feedback technique in her popular book, ‘Mary Kay on People Management’.

Sandwich every bit of criticism between two heavy layers of praise. … A manager should be able to tell someone when something is wrong without bruising an ego in the process.

Never giving criticism without praise is a strict rule for me. No matter what you are criticizing, you must find something good to say—both before and after. This is called sandwich technique.

Try to praise in the beginning and then again after discussing the problem. You don’t subject people to harsh criticism or provoke anger.

Common Mistake 1: Praise is substantial and obscures the criticism

Consider the following case. Sarah was the head of a committee that organized the annual family picnic at her company. The committee exceeded the picnic budget by 35%. Sarah’s boss uses the sandwich technique to criticize her for her failure to control expenditure.

• Praise: “Sarah, our management was very impressed with the attendance at our annual family picnic. The weather was great. The catered food was excellent. The activities for children were wonderful. You even organized contests for children and family.”
• Criticism: “By the way, you overspent by 35%. You should check your expenses and try to be within budget.”
• Praise: “I understand you worked very hard to coordinate the logistics. I congratulate you for doing a remarkable job leading the committee and for your enthusiasm. Thank you for a job well done.”

In the above example, the praise is substantial and obscures the criticism. Sarah may neglect the criticism since the criticism is insignificant—therefore, lost—when sandwiched between “heavy layers of praise.”

Common Mistake 2: Praise is trivial or just-for-sake and serves no function

Suppose that Charlie led a brainstorming meeting for a new product. One of his new fresh-from-college employees proposed an idea that was not practicable. Charlie was annoyed with the idea and responded, “That is a stupid idea. You are thoughtless. You have been here for less than a week. I don’t think you are knowledgeable enough to contribute to our discussions here.”

Janet, Charlie’s boss, observed this interaction. After the meeting, she wanted to criticize Charlie for condemning the new employee in the presence of several other employees. Janet recalled the sandwich feedback technique. However, she could not conceive praise for Charlie. Hastily, she stated something trivial just for the sake of paving the way to her criticism.

• Praise: “Charlie, good job organizing the meeting.”
• Criticism: “I noticed that you openly called the new employee’s idea “foolish” and dismissed it. Don’t you realize he is fresh from college? Did you see his reaction? He felt dejected and showed no enthusiasm during the rest of the meeting. He was probably there to meet people from our department and learn how we manage projects. How can you expect him to feel happy about joining your team? I have noticed that you jump to criticize other people’s ideas in meetings. A good manager encourages participation. I think you should apologize to the new employee. [Pause]”
• Praise: “Hmm … anyway. Good meeting. I liked your flowchart.”

As in the above example, for the sake of sandwiching their criticism, managers tend to offer unrelated—often trivial—praises when faced with the challenge of criticizing their employees. Such praise is inconsequential and, therefore, defeats the purpose of the sandwich technique.

Common Mistake 3: Employees get tuned in to the praise-criticism-praise pattern

Once managers use the sandwich feedback technique a few times, employees recognize the praise-criticism-praise pattern. They realize that the managers offer criticism after initiating their conversations with praise. Subsequently they learn to discount this praise since such praise is just a lead-in to the criticism.

Idea for Impact: Compliment Sandwiches are Easily Spotted as Inauthentic; The Sandwich Feedback Technique is Ineffective

Frequently, from the aforementioned mistakes, the sandwich technique undercuts praise with criticism. A praise followed by criticism undermines the positive impact of praise and weakens the corrective feedback’s significance.

Sandwich feedback is perhaps best used to help new managers develop feedback skills: to provide affirmative feedback to encourage employees to repeat desired behaviors and to offer corrective feedback to influence change. Once managers are comfortable giving feedback, they can focus on discussing what their employees do right and defer offering corrective feedback for other conversations.

In summary, it’s best to be direct when giving feedback, because the compliment sandwiches are easily spotted as inauthentic. Feedback is effective only when it’s timely, relevant and forthright. Tomorrow’s article will introduce an effective feedback technique.

This article presents the popular ‘compliment sandwich technique’ for giving interpersonal feedback. Tomorrow’s follow-up article will critique this method and discuss three common mistakes that render the sandwich technique ineffective.

These discussions and examples focus on manager-to-employee feedback. This analysis is, however, relevant to other interpersonal contexts—between peers or spouses, for instance.

Managers Often Resent Giving Corrective Feedback

Feedback is a central component of the manager-employee relationship. Often, managers are reluctant resent giving corrective (or negative) feedback. They assume employee defensiveness and fear that negative feedback will offend the employee and thus affect their rapport with the employee. Such managers are likely to withhold criticism. They fail to provide timely, relevant feedback in various circumstances, from employee tardiness to inappropriate attire (especially if the employee is of the opposite gender.)

Sandwich Feedback & Purported Benefits

The sandwich feedback technique is a popular three-step procedure to help managers who are ill at ease with providing corrective feedback. The sandwich feedback method consists of praise followed by corrective feedback followed by more praise. In other words, the sandwich feedback method involves discussing corrective feedback that is “sandwiched” between two layers of praise.

The purported benefits of this technique are twofold: (1) it softens the impact of the criticism or corrective feedback, and, (2) given that a manager is probably more comfortable with praising the employee, the manager finds it easier to discuss problems with the employee’s behavior if this discussion begins and ends with praising the employee.

Compliment Sandwich Feedback: Example 1

Suppose that Andy, a new employee at a financial services firm, attended a week-long, offsite training program in New York. Each night during his stay at a hotel, Andy purchased on-demand movies in his room. He included the corresponding $65 charge in his expense report. Andy also dined at very pricey restaurants.

Jean, Andy’s manager, received the expense report for approval. Clearly, the charge for the movies had no business-justification. Jean uses the sandwich feedback technique to decline reimbursement for this expense and instruct Andy to be more prudent about expenses when traveling:

• Praise: “Andy, I am impressed with your development since you joined my team last month. You have used the skills you learned during your training in New York to systematically review our customer’s accounts.”
• Criticism: “By the way, earlier this morning, I was reviewing the expense report from your trip to New York. I notice a $65 charge for on-demand movies. I have to deny this expense since it has no business-justification. I also noticed very expensive meals. I will approve these charges this time. Given our limited travel budgets, I would ask you to be more careful about your trip expenses. You are probably not aware of our company’s travel policy. I have asked Human Resources to give you a copy of our travel policy booklet that details the acceptable expense report practices.”
• Praise: “I am glad you were able to use the skills you learned at this training in New York. I appreciate your hard work and persistence with this customer. Keep up the good work.”

Compliment Sandwich Feedback: Example 2

Assume Sofia led a brainstorming meeting for an important project. Habitually, Sofia does not circulate the agendas prior to the meetings she leads. After one such meeting, Sofia’s manager uses the sandwich feedback technique to persuade her to be more organized:

• Praise: “Sofia, we had a very productive meeting. We had the right participants and collected all the necessary inputs from other departments. Thanks for your coordination.”
• Criticism: “Did you notice that the discussions were unsystematic? When you do not distribute an agenda prior to the meeting, the participants do not come prepared. During the meeting, they have to go back to their desks to collect information. Additionally, we tend to spend a lot of time digressing from the meeting objectives. How can you avoid this?” A discussion ensues.
• Praise: “You are doing so well with gathering all the inputs. I am pleased about your diligence in circulating minutes of your meetings and following-up on action items. “

Concluding Thoughts

The sandwich feedback technique enables a manager to restructure feedback so it is easier to deliver. The technique also reinforces good behavior and asks for improvements.

Tomorrow’s article will discuss, with simple examples, three common mistakes that defeat the purpose of sandwiching corrective feedback between two layers of praise. In summary, it’s best to be direct when giving feedback, because the compliment sandwiches are easily spotted as inauthentic.