Most experts agree both types; constructive and positive feedback are beneficial and important to performance improvement. However, the way the feedback and timing of it are crucially factors.
Feedback will be effective only if it is specific. General statements like " You really did a good job." Or " You didn't do that so well." Will do little to improve skills or serve as confidence builders. When providing constructive feedback, don't focus on what was done incorrectly. Here's an example of a not so effective feedback: " Your answer of the phone was too short and incomplete" This feedback identifies the problem but does not state how to correct the problem. Here is a more effective way to provide feedback: "This time try to be sure to state your company name and identify yourself to your caller. Let me give you an example?"
The intent for feedback is to give confidence and skill improvement. For feedback to be beneficial it must come immediately after the task is performed. To be effective, it must be given prior to the next time the individual performs the task.
Finally, when giving feedback, focus on a maximum of two things. It isn't realistic to think a person can focus on more than two areas to be improved. Try to select the most critical or important area to be improved. Be sure to relay how to improve rather than what the person did wrong.
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James A. Bower is the Co-Founder and President of Bower Income and Profit Systems a company dedicated to enhancing business performance in many areas through tapes books and seminars. His presentations include sales, marketing, telephone skills, motivation, goal setting and achievement, telephone equipment and voice mail design and business organization for efficiency. He is an internationally recognized instructor and is the recipient of many awards in recognition of his successful efforts in assisting businesses create a more efficient environment resulting in maximum profits. He has had the opportunity to speak for groups as a large as 5000 and can get his points across to any size audience.
James has been actively addressing business issues and solving business problems for over 30 years. He is available to make presentations to company staff or for individual consultation.
Contact James at 316-773-1994 or firstname.lastname@example.org