记住COVID-19大流行期间的反馈礼物

2020年5月11日,

We often say that feedback is a gift because it creates opportunity for knowledge and positive change. 在某些方面, 给予和接受反馈是我们促进成长的唯一希望, because we cannot shift our behaviors if we do not know how they have affected others.

反馈系统对我们的身体机能至关重要. 我们的身体依靠它们来生存. Our nervous system gives us sensory feedback so we do not burn ourselves on a hot stove; our inner ears calibrate our balance so we can walk properly; our eyes give us visual information about the world.

在我们的工作场所,反馈同样重要. 我们并不总是知道别人是如何看待我们的行为的, 以及我们是否达到了预期的效果. 来自他人的反馈是一个学习和提高的机会, 或者认识到我们所做的是有效的. Feedback can also provide important information about any gaps that exist between the way we see ourselves, 以及别人对我们的看法.

不幸的是,我们中的许多人对反馈都有负面的联想. 我们把反馈和批评联系起来, 一个武断的评论, 或者与经理的艰难对话, 我们被误解或遭遇失败的地方. 在COVID-19大流行期间, we may feel that like we need to “give each other slack” and that giving feedback seems inappropriate, 甚至是严厉的, 在一个许多人都处于压力和挣扎的时代.

然而, 反馈是一种强大的礼物, and we should not refrain from giving it if our intention is to help the other person or help our organization. 事实上, 我们可能想在这段时间寻求更多的反馈机会, 培养勇气, 支持, 在我们的组织中学习和善良.

以下是三种给予反馈的方式:

感激的反馈

Giving appreciative feedback to our colleagues can be an important way to 支持 individuals and sustain engagement. 这很有帮助 尽可能的具体, even though it is tempting in our busy lives to simply say “great job” or “thank you so much.” Taking the time to make positive feedback detailed can send the recipient a stronger message of our appreciation, our recognition of their contributions and helps them understand what they can be doing more of.

我们喜欢这个简单的框架:

  • 陈述你的意图
  • 描述具体的行为
  • 描述它所产生的影响

一个例子: “我想让你知道我有多感激你. Thank you for staying up late in order to figure out how to address the client’s problems. They were delighted with the answer the next day and appreciated how responsive we were. 他们觉得我们关心的是帮助他们成功.”

发展的反馈

Developmental feedback, feedback that we may typically call “negative,” can also be valuable. Some of us may be even more inclined to avoid giving this kind of feedback because we do not want to be critical or seemingly demanding during a difficult time.

There may be situations where withholding feedback is the wiser and more compassionate choice. If a behavior or action is unusual out of character for the person, this may be a time to let it go. 在这次大流行期间,我们都不得不做出重大改变, 一些误解和困惑是调整过程的一部分.

在其他情况下, 我们可能隐瞒了有用的信息, 即使是一份礼物, and ultimately doing a disservice to a colleague if we do not bring up developmental feedback. 如果某件事发生了很多次呢? What if we are avoiding giving work to somebody because we think they are unreliable? 如果我们发现自己每次与某人互动时都很沮丧怎么办? 如果我们注意到一个人的行为正在影响另一个人的士气怎么办? These are situations where it is actually more compassionate to talk to the person and provide them the feedback, than to harbor resentment and frustration and have this affect our working relationship or someone’s long-term success.

时间是很重要的, so we encourage you to find a good time to have the conversation with somebody and ask for permission. 这里有一个提供建设性反馈的简单指南, 正如你在这个例子中看到的, 您可能无法按照确切的顺序执行这些步骤.

  • 说明你对这次谈话的关心.g., “I want us to have a good working relationship” or “I want you to work successfully with other people”)
  • 对他人的处境表示同情.g., “ I know this customer can be demanding and unreasonable” or “I know this is a complex issue you are dealing with”)
  • 描述具体的行为 that you want to give feedback on; use descriptive, 而不是评价性语言
  • 描述它对你、对他人或对工作的影响
  • 提出一个你希望未来会有所不同的要求
  • Be sure to leave time for a discussion with the other person; avoid a “hit and run” type of experience

一个例子:

你的意图 “我知道你很关心公司和员工的成功.”
你注意到或听到的具体行为 "当我旁听你们的员工会议时, 你问我意见的时候我注意到了, 你的员工很少说话. 和, 当有人终于开口说话时, 你很快指出他们的建议行不通的原因.”
结果——对你、你的团队、客户、组织等等. “我担心,虽然你在征求意见, your response to it is giving a mixed message and people are concluding that you do not really want their ideas. As a result, you risk not getting the best thinking of the people who are closest to the work we do.”
一小撮同情心 “现在, I know that you have already tried several things and may have good reasons why this person’s suggestion would not work—so that in the moment there is the pull to explain why it would not work.“
别说话了,开始对话吧 “你明白我为什么要让你注意到这个问题吗?”

“你现在在想什么??”

你的反应是什么?”

你的要求、建议或期望(如果是肯定的,你的感谢) “My suggestion is that you ask for input and just hear it and continue asking for more rather than evaluating each idea—doing your best to stay open to influence.“

“你能想到一种方法来处理这个问题,从而鼓励更多的投入吗??”

事后回顾-不是“事后分析”

Given how busy we are, we typically move onto the next big assignment after we finish something. 当我们这样做的时候,我们忘记了反思和从我们过去的经验中学习.

After action reviews are structured meetings to debrief a major project or initiative, 人们可以以建设性的方式给出全面的反馈. 它帮助一个团队庆祝他们的成功, 捕捉他们学到的东西, 确定未来的改进, 并加强未来的关系. This is even more importantly as we adjust to remote work or to working in person with social distancing.

The success of an after-action review can depend on who gets to be part of the meeting. Consider carefully who needs to be included—people who have been affected and people who have the ability to make changes are important to involve in the conversation.

下面是一些可以使用的常见问题:

  • 发生了什么事? (使用描述性的语言)
    在这个项目中,我们做得好的是什么?
  • 有什么事情进展得不太顺利?
  • What can we do differently with our other important projects to minimize the chance that this same situation would occur with them?
  • 下一步我们需要采取什么措施? (包括决定是否有其他人需要知道这次谈话)

例子:

  • A senior team conducts an after-action review of their recent virtual all-staff town hall experience, 讨论他们对员工的注意, 会议进行得怎么样, 以及下次要做些什么不同的事情.
  • 采购, safety and operations department conduct the after-action review of their experience purchasing, 分发, and creating processes for using personal protective equipment on the manufacturing floor. They celebrate and recognize how quickly the team was able to act and implement the changes, 承认一些意料之外的挑战和困惑, 并确定了其他问题和重要的下一步行动.

By Linshuang Lu and Kathleen McInerney Kane with content adapted from yzc569亚洲城’s leadership development modules.