Easy-to-follow video tutorials help you learn software, creative, and business skills.Become a member

Reviewing the three types of feedback

From: Delivering Employee Feedback

Video: Reviewing the three types of feedback

When we hear the word feedback, we think of telling someone The downside standard based feedback is that is not terribly helpful.

Reviewing the three types of feedback

When we hear the word feedback, we think of telling someone what we think about how they performed so they can do better. Sounds easy. But just because you give someone feedback doesn't mean your feedback will help them. In fact, it's common for feedback to hurt more than it helps. Part of the explanation we've already talked about. That's understanding the characteristics of great feedback. But in addition, we have to talk about the three main types of feedback. They are, standards-based feedback, informational feedback, and emotional feedback.

Lets briefly consider each one. Standards-based feedback is information you provide to someone to let them know whether they did or did not meet some standard. It's about the outcome. For example in high school we tried out for sports teams and after tryouts a list of names was posted the people on the list made the team those not on the list did not and that's all you knew. Versions of this happen all the time. If you work in a call center and don't reach the standard number of required calls in a month your boss is likely to remind you if you fell short and maybe by how much.

There is utility in this type of feedback. The information does add clarity as to how well or at what level you're performing. It tells you whether or not you achieved the outcome in question. The downside standard based feedback is that is not terribly helpful. Telling someone they didn't make the call quota for the month in the call center doesn't provide them with anything actionable they can use to improve their performance. I don't want to say that this type of feedback is wrong, it's just incomplete. That's why we always want to pair standards based feedback with informational feedback.

This is feedback that addresses the skills and behaviors underlying the outcome that is being pursued. Thus, it's not about what was or was not achieved, but about why this particular outcome happened. For example, you might say, Stewart, your presentation was odd today. It started really strong, but then you seemed to lose the group in the middle. Two things really stuck out to me. First, you were really striving to pack in too much information, and I think people found it difficult to keep up. Second, after the slide on the South American market, you then went into a lot of technical product specs, which surprised everyone.

The two of these together made people check out and start playing with their phones instead of listening to you. This is a good example of balanced feedback. It has standards-based information, Stuart was told his presentation was not great. It also has two great bit of helpful insight that were informational in nature. The fact that too much information was being delivered. And the fact that some topics did not fit. With both types in hand, Stewart has a good chance to improve. A third type of feedback is emotional feedback. This really is a special delicate form of information feedback.

If unproductive emotions help explain lower-than-expected performance, it's your job to deal with it. Just remember, no one likes to receive feedback about emotions, and it can be seen as a personal attack. So if you see an angry outburst in a meeting, hear someone using a raised voice with a customer, or if they show you anger when they didn't receive promotion they wanted. Keep these tips in mind. First, address the behavior immediately. Then, openly call it a problem but show empathy.

Finally, redirect them towards more productive behavior. So, for example, if you see that outburst in a meeting, you'll want to speak up and say, hold up Marty, this is starting to sound like a serious argument. I can understand. We've all felt strong emotions on this issue. But let's refocus on the real issue at hand. We're not talking so much about the decision you guys made yesterday, as much as how we're going to address this with the customer next week, okay? In this example, Marty was publicly called out as engaging in unacceptable behaviour.

And nobody wants to be associated with ugly behaviour once it's been identified as such. The leader in the example was wise then to immediately follow by admitting that we've all shared strong emotions on this topic. Finally, Marty and the team are redirected to the real task at hand, getting ready for the customer next week. The next time you think about giving someone feedback, remember your choices. Standards-based, informational and emotional. I want you to remember to you standards based and informational together.

And I want you to be brave enough to use emotional feedback when needed. When you do, your team will know exactly where you stand. So, they can be more focused and productive.

Show transcript

This video is part of

Image for Delivering Employee Feedback
Delivering Employee Feedback

18 video lessons · 2923 viewers

Todd Dewett
Author

 

Start learning today

Get unlimited access to all courses for just $25/month.

Become a member
Sometimes @lynda teaches me how to use a program and sometimes Lynda.com changes my life forever. @JosefShutter
@lynda lynda.com is an absolute life saver when it comes to learning todays software. Definitely recommend it! #higherlearning @Michael_Caraway
@lynda The best thing online! Your database of courses is great! To the mark and very helpful. Thanks! @ru22more
Got to create something yesterday I never thought I could do. #thanks @lynda @Ngventurella
I really do love @lynda as a learning platform. Never stop learning and developing, it’s probably our greatest gift as a species! @soundslikedavid
@lynda just subscribed to lynda.com all I can say its brilliant join now trust me @ButchSamurai
@lynda is an awesome resource. The membership is priceless if you take advantage of it. @diabetic_techie
One of the best decision I made this year. Buy a 1yr subscription to @lynda @cybercaptive
guys lynda.com (@lynda) is the best. So far I’ve learned Java, principles of OO programming, and now learning about MS project @lucasmitchell
Signed back up to @lynda dot com. I’ve missed it!! Proper geeking out right now! #timetolearn #geek @JayGodbold
Share a link to this course

What are exercise files?

Exercise files are the same files the author uses in the course. Save time by downloading the author's files instead of setting up your own files, and learn by following along with the instructor.

Can I take this course without the exercise files?

Yes! If you decide you would like the exercise files later, you can upgrade to a premium account any time.

Become a member Download sample files See plans and pricing

Please wait... please wait ...
Upgrade to get access to exercise files.

Exercise files video

How to use exercise files.

Learn by watching, listening, and doing, Exercise files are the same files the author uses in the course, so you can download them and follow along Premium memberships include access to all exercise files in the library.


Exercise files

Exercise files video

How to use exercise files.

For additional information on downloading and using exercise files, watch our instructional video or read the instructions in the FAQ.

This course includes free exercise files, so you can practice while you watch the course. To access all the exercise files in our library, become a Premium Member.

Are you sure you want to mark all the videos in this course as unwatched?

This will not affect your course history, your reports, or your certificates of completion for this course.


Mark all as unwatched Cancel

Congratulations

You have completed Delivering Employee Feedback.

Return to your organization's learning portal to continue training, or close this page.


OK
Become a member to add this course to a playlist

Join today and get unlimited access to the entire library of video courses—and create as many playlists as you like.

Get started

Already a member?

Become a member to like this course.

Join today and get unlimited access to the entire library of video courses.

Get started

Already a member?

Exercise files

Learn by watching, listening, and doing! Exercise files are the same files the author uses in the course, so you can download them and follow along. Exercise files are available with all Premium memberships. Learn more

Get started

Already a Premium member?

Exercise files video

How to use exercise files.

Ask a question

Thanks for contacting us.
You’ll hear from our Customer Service team within 24 hours.

Please enter the text shown below:

The classic layout automatically defaults to the latest Flash Player.

To choose a different player, hold the cursor over your name at the top right of any lynda.com page and choose Site preferencesfrom the dropdown menu.

Continue to classic layout Stay on new layout
Exercise files

Access exercise files from a button right under the course name.

Mark videos as unwatched

Remove icons showing you already watched videos if you want to start over.

Control your viewing experience

Make the video wide, narrow, full-screen, or pop the player out of the page into its own window.

Interactive transcripts

Click on text in the transcript to jump to that spot in the video. As the video plays, the relevant spot in the transcript will be highlighted.

Are you sure you want to delete this note?

No

Your file was successfully uploaded.

Thanks for signing up.

We’ll send you a confirmation email shortly.


Sign up and receive emails about lynda.com and our online training library:

Here’s our privacy policy with more details about how we handle your information.

Keep up with news, tips, and latest courses with emails from lynda.com.

Sign up and receive emails about lynda.com and our online training library:

Here’s our privacy policy with more details about how we handle your information.

   
submit Lightbox submit clicked
Terms and conditions of use

We've updated our terms and conditions (now called terms of service).Go
Review and accept our updated terms of service.