Constructive Feedback

Welcome to our free Working with Difficult People tutorial. This tutorial is based on Webucator's Working with Difficult People course.

Contact Us or call 1-877-932-8228
Constructive Feedback

Constructive Feedback

Unless a message is a broadcast to distribute information or sent for entertainment purposes, one should always provide feedback to let the sender know that the message was received and the message was understood. Feedback may be:

  1. A simple, "Okay."
  2. A request for more information.
  3. An answer to the initial message.
  4. A rephrasing of the message.
  5. A summary of the conversation.

Restating the Message

When a sender is explaining something to the receiver and there could be doubt whether the message was received clearly, it can help if the receiver parrots (repeats) or paraphrases (rephrases) what the sender said. The sender can then acknowledge that the message was received correctly or restate the message to make it clearer.

Offering Criticism

When giving an opinion on the value or quality of something, a message can sometimes be received as hurtful.

For example, when a supervisor is commenting on the need for an employee to improve an area of his or her work, the employee may become defensive or offended by the statement.

To prevent this, use the sandwich approach to "sandwich" constructive criticism between two compliments. In this technique, the sender will:

  1. Give a compliment.
  2. State the criticism.
  3. Offer another compliment.

Using the sandwich approach, the supervisor may say, "I appreciate your attention to detail and the quality of your work. I would like to you get the work done in a more timely manner, though, so please submit the report by its due date tomorrow at noon. I know you've done a lot of research, so I'm really looking forward to reading your insightful report!"

This is likely to be more easily accepted than if the supervisor said, "You're always late with your work. You need to get tomorrow's report done on time."

Using 'I' statements keeps the criticism from being focused directly on a person. In the previous message, we can see how the use of the words, "you" and "I" made a difference in the presentation.

Communicating Goals

The goal of critiquing is not to demean someone's work, but to present the issue and offer support and ideas for improvement. For this reason, it is very helpful to illustrate what the expected outcomes are.

This may be in the form of:

  1. A diagram.
  2. An example.
  3. A defined objective.

Objectives should always be clearly stated, and include:

  1. Specific expectations.
  2. A timeline.
  3. Measurements.

Making something measurable provides the recipients with an understanding of the goal for which they are striving.


This tutorial is based on Webucator's Working with Difficult People Course. We also offer many other Business Management Training courses. Sign up today to get help from a live instructor.