Sunday, January 17, 2010

Feedback - SBIR

OK, after checking your pre-conditions, let's look at the best way to deliver feedback.  It's called the "SBIR" method. 

You want the person to say "Yes" to the first 2 questions.  This gets them in an agreeable, listening mode, for the tough parts to follow.  And, if they don't say "Yes", you can check the facts first.

Example:  Bob was late to deliver a training session.

1) Situation
Stick to the facts:  "Do you remember when you came late today to the training session you were running?"   "Yes".

2) Behavior
What were they doing in that situation?  "Do you remember how, when you entered, you didn't even apologize to the audience?"  "Yes"

3) Impact
Share with them what impact their behavior had in that situation.  Combine new data and unconsidered perspectives.  This may be new information for them.  "So, when you waste a roomful of people's time, you're not only wasting time, but also disrespecting a roomful of people.  Disrespect carries far greater costs to the team productivity over time."

4) Recommendation
  • Ask them for their recommendation.  
  • Why not my recommendation?  Their recommendation may be only 80% correct, but will be 99% owned and followed up on.  Your recommendation may be 99% correct, but will be acted on from their sense of obligation (rather than ownership), and only ~50% followed up on.  But, do offer your recommendation if their recommendation is totally unacceptable.
Following this SBIR practice, I've made many diffucult feedback discussions easier, more meaningful, and with better results

As always, I hope this helps you too.  And, let me know how you use this, and how you'd enhance it.


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