Feedback Culture: Giving and Receiving Effectively
Feedback is the mechanism through which teams improve — it surfaces blind spots, reinforces effective behaviours, and enables course correction before small problems become large ones. Organisations with strong feedback cultures improve faster, retain talent better, and navigate change more effectively.
The SBI Framework
Situation-Behaviour-Impact: "In the client presentation yesterday [Situation], when you interrupted the client's questions before they finished [Behaviour], it appeared to frustrate them and reduced their confidence in our preparation [Impact]." Specific, observable, non-personal — the standard for effective feedback.
Receiving Feedback
Listen fully without defending. Ask clarifying questions. Distinguish between feedback on your work and feedback on your character — feedback is data, not identity. Thank the giver — feedback requires courage and should be reinforced.
Creating Safety
Feedback culture requires psychological safety — team members must believe they can speak honestly without negative consequences. Leaders model vulnerability by asking for and acting on feedback about themselves first.