Correcting and encouraging.
WHEN TO GIVE IT
Promptly.
Saved feedback becomes a list of grievances.
HOW TO GIVE CORRECTIVE FEEDBACK
Be specific about the work Explain the standard Ask whether something prevented it Agree what changes
THAT THIRD POINT
Sometimes the cause is something you did not provide.
WHERE TO GIVE IT
Privately, always.
HOW TO GIVE POSITIVE FEEDBACK
Specifically, and more often than feels necessary.
"That was handled well, particularly the way you explained it to the customer."
WHY SPECIFICITY
General praise teaches nothing.
WHAT PEOPLE IN SMALL BUSINESSES RECEIVE
Very little feedback of either kind.
WHAT THAT PRODUCES
Uncertainty about whether they are doing well.
WHAT TO AVOID
Feedback only when something is wrong Comparing people to each other Criticism in front of others
WHAT TO DO IF IT IS NOT IMPROVING
A direct conversation about whether the role is working.
