How to give feedback people can use

Vague feedback, like “good job” or “that could be better”, leaves people guessing what to change. Feedback people can use comes in four parts.

First, describe what you saw, and stick to the facts. For example, you tell Ben that in the client call, he started answering before the client finished the question.

Then say what effect it had. The client stopped explaining, so you still don’t know what they need.

Next, ask what he thinks. Maybe he saw that the call was running late and wanted to save time.

Then agree on one next step. In the next call, Ben lets the client finish and then sums up what he heard. One step is easier to remember than a long list.

Give feedback soon, while you both still remember the details. Give it in private, so the person can listen without feeling watched.

Useful feedback describes what happened, says what it caused, asks for their side and ends with one next step.