As shared in previous Newsletters, the Feedback Fitness model is made up of three distinct stages:
The Warm Up is the stage where you talk about feedback without offering any feedback. Use this to set up all your feedback conversations for the rest of the year.
The Work Out is where you offer and receive feedback. This could be in the moment, regular feedback, as well as more formal feedback in one on ones or Performance reviews. In these conversations, you can use a ‘pre-frame’ to set up the feedback you are about to offer for success.
Pre-frame: This simple sentence could save you hours of time!
When you are ready to offer ‘in the moment’ feedback, use a Pre-frame. A Pre-frame is one simple sentence that sets the stage for the feedback you are about to offer. It’s a great strategy to:
Help prepare the other person for the feedback coming their way.
Help the other person to feel safe and promote choice, which is very empowering.
Show respect for the other person and build trust between you both.
Question:
Is it best practice to have a full Warm Up conversation every time I offer feedback?
Answer:
No, once per year is enough.
Question:
Is it best practice to use a Pre-frame every time I offer feedback?
Answer:
Yes! (I’ll talk about two exceptions in next week’s newsletter).
How to structure your Pre-frame:
‘Hey Chen, is it ok if I share something I’ve noticed about the way you interacted with the “interesting” customer you served before, because I want our customers to rave about our team and I know you want that too.’
The Pre-frame in more detail:
Gain the person’s attention by using their name (this is also respectful).
Ask permission to offer them feedback.
Clearly state the relevant task or skill, and make sure it is something within their control.
Use the magic word, ‘because.’
State your specific intention for offering the feedback.
Remind them of the reasons they are open to feedback (from what they shared with you back in the full Warm Up conversation).
Wait silently for their response. Your role is to bring your observation into their awareness. Give them time to process it and respond.