How to give effective feedback

You might not be familiar with the term feedback sandwich, but chances are you've received one.

This is a common method of providing feedback where negative comments are cushioned between two layers of positive ones. In other words, you start by offering some positive feedback, then deliver the actual negative feedback, and conclude with more positive feedback.

Managers have been loyally adhering to this approach for several years¹, leading many individuals to anticipate that any positive feedback from their supervisor will be followed by some negative. The feedback sandwich inadvertently undermines the value of the positive feedback, which may be meant sincerely, and generates opposition towards the negative².

The sandwich approach dilutes the constructive criticism. People are on guard and ready for the negative feedback, as they are aware that it's on its way. Numerous research studies indicate¹^,² that this strategy does not work effectively.

“Giving a compliment sandwich might make the giver feel good, but it doesn’t help the receiver” – Adam Grant³.

Receiving feedback is a crucial aspect of personal and professional growth. Experts regard it as a significant factor in enhancing performance and achievement⁴, provided it's conveyed in a constructive manner. It serves as a mirror, reflecting both our strengths and areas that need improvement. The impact of feedback, however, largely depends on its delivery - reinforcing the importance of effective communication.

Organisational Psychologist, Adam Grant, refers to a study that indicates focusing on the task rather than the individual is more significant than whether the feedback is positive or negative.

It is also important to be precise about what an employee has excelled at - "this is what you did well" - and where they fell short - "this is where you could improve". Additionally, setting feedback in the context of future-oriented coaching is beneficial. "Offer advice, not judgement" is more inclined to lead to progress. Grant proposes the following four-step approach:

1. Clarify the reason for the feedback

Demonstrating concern for the person you're providing feedback to will make them more receptive to your comments. Assure them that you hold them in high regard and believe in their capacity to excel. As Theodore Roosevelt once said, “People won't respect your knowledge until they realise the depth of your concern”.

2. Step down from the pedestal

No one is infallible. By recognising and admitting your own flaws and missteps, people will be more inclined to accept your feedback, as you appear less intimidating. Specifically, sharing instances when you've gained from receiving feedback and learned from your errors can help people interpret feedback in the intended manner.

3. Ask if the individual is open to feedback

When people agree to hear your feedback, they're likely to be more receptive to it.

4. Engage in an open conversation, not a one-sided monologue

Effective feedback is a two-way dialogue. Encourage people to assess their own performance.

How well do they believe they performed? What areas do they think required improvement?

It can be quite frustrating to have someone highlight an error you've already acknowledged yourself. Discuss your observations. Maintain a focus on the future. Encourage people to be part of formulating a forward-looking plan.

You can conclude by inviting the person to evaluate your performance, or even to comment on the effectiveness of your feedback.

[1.]     Jakub Prochazka, Martin Ovcari, Michal Durinik,(2020); Sandwich feedback: The empirical evidence of its effectiveness, Learning and Motivation, Volume 71

[2.]     Amy J. Henley &Florence D. DiGennaro Reed (2015); Should You Order the Feedback Sandwich? Efficacy of Feedback Sequence and Timing; Pages 321-335

[3.]    Stop serving the compliment sandwich - by Adam Grant (substack.com)

[4].     John Hattie & Helen Timperley: Visible Learning and Feedback - VISIBLE LEARNING (visible-learning.org)

[5.]     Keller, James D,M.D., M.H.S.A., & Iriye, B. K., M.D. (2023/08//). Feedback: Valuable to give and receive. Contemporary OB/GYN, 68(8), 30-32. Retrieved from http://ezproxy.slq.qld.gov.au/login?url=https://www.proquest.com/scholarly-journals/feedback-valuable-give-receive/docview/2856289358/se-2