Overcoming the “Feedback Trifecta” to Communicate Better as a Leader

Guest post from Angela Sebaly:
A recent Harvard Business Review article examined Shell
Corporation’s adoption of an 18-month program designed to help the company’s
offshore workers give and receive feedback before their upcoming deployment.
With the help of an outside consultant, Shell’s experiment pushed the typically
tight-lipped crew to talk about everything from what it was like for them
growing up to what it was like working with each other.
The study found that the shift in how the men communicated
with each other, especially with respect to their vulnerabilities, contributed
to an 84% decline in Shell’s accident rates and the company’s level of productivity in terms of numbers of
barrels. Efficiency and reliability exceeded the industry’s previous benchmark.
Think for a moment: Does your workplace’s culture encourage
this sort of communication? Or does it unknowingly – and sometimes knowingly –
promote avoidance of honest and open communications? Especially when it comes
to giving and receiving constructive feedback?
Chances are, it’s the latter. 
This isn’t unusual. The most difficult and important feedback
to give is usually the most necessary to hear and yet it largely goes
undelivered. That’s because honest feedback is difficult — even painful — to
give and to receive. It’s so much easier to shirk these uncomfortable
situations by just avoiding them.
This dynamic shows up in organizations of all shapes and
sizes. Though many managers and organizations struggle with providing feedback,
I’ve been able to boil feedback problems down to three different categories —
what I like to call the “Feedback Trifecta”.  
In the Feedback Trifecta, the skills needed to give feedback
are underdeveloped, leaders responsible for delivering the feedback lack the
courage to do it, and the typical workplace environment unknowingly and
sometimes knowingly promotes avoiding honest and open communication. And
organizations pay for it, since avoidance merely causes problems to fester and
resentment to grow. Teams and entire companies can become feedback-resistant,
and will inevitably suffer. 
I discuss the Feedback Trifecta in more detail in my new book,
Courageous Leader
No matter how you cut it, there will be pain when giving
feedback because saying what needs to be said has consequences.  Thus, recognizing that feedback can cause
pain, and accepting that pain, is essential to being able to provide it.
With this in mind, I offer the following tips to for moving
past avoidance and making feedback a constructive part of your team’s routine:
Remember that the goal of feedback should be to
encourage others and inspire their courage.
Remember that feedback is crucial in moving us from one
point to another in our work, relationships and lives.
When giving feedback, say what needs to be said in way
that enables others to hear it, with respect and concern for the person on the
receiving end.
When receiving feedback, honor the giver by
appreciating his or her feedback
When receiving feedback, remain in the role of receiver
rather than victim
When receiving feedback, let yourself mourn for what
you have heard until you reach acceptance.
The tough consequence of giving feedback is that we can’t
choose for the other person how they choose to hear our words. More importantly,
we can’t choose for others what they choose to do with them. We don’t like that
feedback leads to people we care about and work with avoiding us, holding
grudges against us, and lashing out at us. We don’t like being the villain when
they choose to be the victim. This is why giving feedback takes courage. The
choice we have is to shy away from it, provide it haphazardly or give it
skillfully and courageously.
About Angela Sebaly:

Angela Sebaly, author of The
Courageous Leader
(Wiley, spring 2017), is co-founder and CEO of the
firm Personify Leadership, a training provider. Formerly the Vice President of
Leadership Development for a global oil, gas and chemicals inspection company,
Angela also serves as principle consultant for the firm Invested Leadership, a
training provider.  An entrepreneur
developing a global presence, Angela has been coaching, facilitating and
leading teams and organizations for over two decades.