In today’s workplace, you’ve probably found yourself giving or receiving positive feedback and constructive guidance.
If you are a supervisor who must give your employees their annual reviews; team leader who must provide a project report at weekly staff meetings; customer relations representative taking feedback from an irate customer; or even a CEO who must inform his staff about specific areas within the company that need improvement, you have probably discovered that giving and sometimes receiving positive feedback and constructive guidance is critical to career performance and success.
It is understandable, and also by human nature, to only want to hear the good things about your actions. However, when something needs to be changed, corrected, improved, strengthened or updated, words of correction, advice and guidance must be provided to improve and produce better results.
The key to remember about giving effective feedback is that it should be provided in a way that promotes respect, understanding, and action.
So when you find yourself in a position to use your words to influence change in others, rely on the “technical sandwich” to help you provide positive feedback and constructive guidance.
The sandwich technique is a simple method to help you construct your words in the format of positive praise, constructive correction, and positive praise. In essence, the technical sandwich format allows you to share your corrections in between your praise.
Using the format above, imagine that your positive feedback and constructive guidance is delivered verbally in the same way you make a sandwich. First, you will take out two slices of bread. These two slices represent the positive praise you will share with your staff, team, or employees, twice.
Next, you’ll fill your two slices of bread (or two compliments) with constructive correction. Peanut butter and jelly or smoked turkey, lettuce, mayonnaise, and tomatoes are options to fill your literal sandwich; however, when it comes to filling the verbal sandwich, the fixes that will promote improvement are the ones that go on the inside.
When using the sandwich technique to give effective verbal feedback, this is how the format will flow:
Bread Slice #1: Positive Compliment
Begin your conversation with a fact, observation, or action that the person has done that has produced a good and positive result. Use a welcoming tone of voice (polite and non-judgmental). Use open body language (arms at your sides along with open hand gestures—avoid crossing your arms across your chest, standing with your hands behind your back, or pointing fingers).
EXAMPLE: “Cassandra, I have observed during your time working with our clients that you have been able to demonstrate a high level of professionalism and respect that represents you and our company well. Even when clients are angry and extremely rude to you, you you manage to remain calm, tactful and professional, which have been extremely impressive to me.”
Padding in the middle: constructive correction
Please provide specific instances, examples, situations, or actions that need to be changed, improved, strengthened, corrected, or updated. Be careful to only provide a few. Listing no more than 3 constructive fixes will provide enough “padding” for the sandwich without overwhelming or disrespecting your staff, equipment, or employees. Watch the tone of voice and body language you use. Make sure your tone remains welcoming, yet constructive, and that your body language is open, not closed.
EXAMPLE: “However, a few moments ago, I observed a situation that was out of character for you and that could lead to you being redacted and possibly fired if it happens again in the future. I noticed the tone of voice you used with the El customer was condescending and rolling his eyes from time to time was rude. Although I could tell that the customer was more over the top than any other customer I have dealt with thus far, and that his patience seemed to be on the edge, I want to Just know that our goal is never to be patronizing and rude to any customer no matter what I recommend that if you find yourself in another situation similar to this in the future that you try one of two things: apologize so you can go to a private space to calm down and refocus or excuse yourself to have a supervisor on duty who can handle the complexities of such an irate customer.”
Bread Slice #2: Positive Compliment
Conclude your conversation with a restatement of the fact, observation, or action that the person has taken that has produced good and positive results. Continue with your welcoming tone and open body language.
EXAMPLE: “As I said before, I know this was a different situation than you’ve ever faced before, so I sincerely understand why your behavior was different this time. As there is a risk of getting written and fired.” In case it happens again, I wanted to make sure you had two tools to use that could work in your favor. Excusing yourself away from the customer will give you a chance to calm down and refocus or even get a supervisor to take over. instead. More importantly, removing yourself from the situation can help you continue your great qualities of professionalism and respect, qualities that represent you well.”
The next time you find yourself in a position to give positive feedback and constructive guidance, try the sandwich technique. It is a simple yet powerful method of giving effective feedback. It will allow you to share details with your staff, team or employees that promote understanding, appreciation and improvement while producing better and more positive results. Most importantly, it will help your staff, team, and employees better digest what they do well, what needs to be improved, and how to be better next time.