Feedback
The sandwich
Wrap a correction in praise on both sides, which is the most popular feedback framework and the one worth knowing in order not to use.
The problem it addresses
It is taught everywhere, so a reader will meet it. A glossary that leaves it out sends them to learn it somewhere that does not criticise it.
The shape
- Positive
- Correction
- Positive
Why that order
It does work once. The difficulty is the second time and every time after: people learn to hear the opening praise as a warning, which spoils the praise and telegraphs the correction. The compliment stops being information and becomes a sound that means bad news is coming.
A worked example
In Tuesday's review, the revenue section moved past the assumptions without stating them. The client asked three questions we had already answered in the appendix. Next time, put the assumptions on the slide.
What usually goes wrong
The framework itself, in any team you will still be in next month.
Mostly serves Connection, and reaches into Message.
Use Situation, behaviour, impact instead. It drops the wrapper entirely, and the correction is clearer for not having been hidden.
A framework tells you what shape the answer takes. It cannot tell you whether shape is what you are short of, and for most people it is not. Which one is yours, and whether a framework is the right instrument at all, is what a Discovery Call is for.
Take the AssessmentOr read the whole glossary first.