Principles of Feedback

One of the most powerful ways you can effect improvement is via feedback. I definitely consider that any team that actively engages in regular effective feedback is likely to be much more effective than one that does not.

So what is effective feedback anyway? At ThoughtWorks, we believe feedback should be given for only two reasons:

1. To strengthen confidence of the recipient
2. To improve effectiveness of the recipient

If feedback is being given for any other reason, it's likely that it's not feedback but rather criticism.

As a giver of feedback, you should observe the following principles:

• Feedback is for the benefit of the recipient only - be receptive to their needs.
  
• Focus on key behaviors (not assumed attitudes or values).
• Be specific - give examples of observed behavior.
• Be non-judgmental.
• Be balanced (positive and negative).
• Ensure the feedback is manageable (not too many points or details all at once)
• Ask permission to give feedback and find appropriate timing.

As a receiver of feedback, you should observe the following principles:

• Actively solicit feedback - feedback is your real chance to improve, so seek it out early and often.
  
• Assume that the person giving feedback is trying to help you.
  
• Listen - hear both positive and negative.
• Ask questions to clarify what is being said - make notes.
• Require behavioral feedback - if feedback is about attitudes or values, ask for specific examples of observed behavior.
  
• Acknowledge - confirm that you have heard and understood.
• Do not defend - reflect and look for themes.
• You do not have to act on feedback.
  
• Accept feedback as the (legitimate) view of the person offering it.
• Be open to doing something different - you can ask what it might be.
• Say when you have had enough.
• Thank the giver of your feedback.