Prevent miscommunication. Feedback is a verbal communication skill that guarantees you are understood.
In Step 5 of the Communication Process Diagram, your employee interpreted the significance of your message. (For more information about the six steps of the
Communication Process Diagram,
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| A construction manager in one of my trainings gave this example:
I showed up at a work site, and there was 2000 YARDS of pipe on the ground. I wish I had taken the time a week earlier to ask my employee for feedback on my message, because I only told him to order 2000 FEET of pipe. |
Invest Time to Prevent Misunderstanding
Maybe you naturally ask for verbal feedback after delegating a task. Does this sound familiar? You carefully explain the task, timeline and expectations, then look at the employee and ask:
Do you understand?
It’s a good try. But closed questions elicit a yes or no, rather than get your direct report talking. Plus, most employees will simply give what they think is the “correct” answer:
Yes.
Because he DOES understand. Unfortunately, what he understands isn’t the same as what you said or intended to communicate.
Ask Open-ended Questions
Ask questions beginning with:
- Who,
- What,
- When,
- Where, or
- How.
After delegating a task, some possible questions include:
- What do you plan to do first?
- Where will you go for help if you get stuck?
- How will you determine the quality of your work?
Check how well he understood your message and intention by his responses.
Since you do more than delegate tasks, memorize a few generic feedback questions to ask during any conversation as a good verbal communication skill:
- What are you hearing is important to me?
- How would you explain what you’ve heard me say?
- What’s your next step based on our conversation?
Asking for Feedback Helps Everyone
Some leaders don’t like these kinds of questions, because they sound patronizing or childish.
That’s true in some situations. If you’re talking with one of your executive vice presidents or you’re talking about a routine task with an employee who has done his job for ten years, questions are an inappropriate verbal communication skill.
But if you’re talking with a new employee, an employee who isn’t familiar with the topic, or an employee you don't get along with, these feedback questions are crucial. Asking for feedback prevents errors. Remember, was that feet or yards?
A Culture of Verbal Feedback
Create a communication culture that promotes a positive feedback loop. Tell new employees that for the first three months, you want them to always feed back in their own words whatever they are asked to do. Explain this verbal communication skill:
We ask ALL new employees to do this. We hired you because you’re smart. Now we want to help you succeed quickly.
Receiver Offers Feedback to Sender
Your direct report answers your feedback questions by cycling back to Step 1 of the Communication Process. He becomes the
sender, you switch to the receiver.
When does it all stop?
It has to stop at some point, otherwise we’d never get any work done! The Communication Process takes longer with new employees and with people you don’t get along with. But the more time you invest in feedback cycles with these folks, the quicker their performance and your work relationships improve using this verbal communication skill.
Tips to Develop Feedback as Verbal Communication Skill
To promote clear communication:
1. After you deliver a message, ask open-ended questions to check for understanding.
2. Role model a positive feedback loop by using language like: “What I hear you saying is...” or “Correct me if I’m wrong, but I think you’re suggesting...”
3. Create a culture of feedback so that your team feels comfortable asking for and giving feedback about messages.
Give Yourself a Score on Step 6
How often do you ask for feedback on messages sent to people who might misunderstand you? You can use grades like A, B, C, D or F. Or you can use percentages like 30%, 65% or 87% of the time.
To read in detail about each step in the
Communication Process Diagram,
click on a step below:
1. Sender Recognizes Intention,
2. Sender Encodes Message,
3. Sender Selects Channel,
4. Receiver Decodes Message,
5. Receiver Interprets Intention, and
6. Sender Requests and Receiver Gives Feedback (Return to top of this page)
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but why take a chance? ---Edgar Bergen
