In this Issue: vol. 10, no. 6

Giving Feedback: 3 Ways to Avoid 'Groundhog Day' Conversations

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Tips, Tools & Tactics

Here's wishing you a fabulous Fourth and hoping that you enjoy this abbreviated summer issue of "Tips, Tools & Tactics." Please let us know what other topics you'd like to hear about. - Diana

Giving Feedback: 3 Tactics

Avoid 'Groundhog Day' Conversations

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"Okay, so you're going to be friendlier to our customers from now on. Agreed? Great!"

Sounds like a reasonable conclusion to a standard supervisor-to-employee feedback discussion, right? Well...maybe. Just watch out.

Watch out for Groundhog Day!

In actuality this supervisor is probably setting the stage for a 'Groundhog Day' conversation with this same employee. (Remember the old Bill Murray movie where the TV reporter keeps waking up every morning only to relive the day before--Groundhog Day--exactly?)

Just like that movie character, many of us inadvertently invite a return to the very same conversation, especially when giving corrective feedback. Then when we see the unwanted behavior again we blame the employee, shake our head and mumble something like, "Oh, well, you can't change people."

You can actually avoid this time-wasting scene replay altogether.

Three tips I recommend

1. Request concrete actions rather than general changes. The supervisor above should have specified what to do to "be more friendly." Otherwise, nothing is likely to change. Try saying something very specific and visual instead. For example: "Look up, smile and make eye contact with customers as soon as they walk through the door."

2. As an alternative, invite specifics from the other person. You could ask, for instance, "What actions do you think you could take to seem friendlier in the eyes of the customer?" People tend to remember best the solutions THEY come up with.

3. Build in follow-up. Instead of nagging or policing...

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These are just a few ways I advise supervisors, team leaders and managers to give feedback that will stick. What are your ideas? Hit Reply and join the conversation. If you want to learn more about how to avoid common mistakes managers and supervisors make, watch for the next article in this series.

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If you'd like to learn about our interactive workshops on Performance Feedback & Management, contact us for a free consultation.

And finally...

Diana Brooks Associates helps people and organizations improve leadership, teamwork and communication.

A speaker, trainer and coach, Diana provides free initial consultations. Contact her at 413.458.8263 or at www.dianabrooksassociates.com.