How do you deal with front office staff who are resistant or defensive to feedback or recognition?

2 Choose the right time and place

The next step is to select the optimal timing and setting for providing feedback or recognition. This can have a great impact on how your staff react to your message. It's important to give feedback as soon as possible, but not when emotions are high or when there are other distractions. Additionally, recognition should be given regularly and spontaneously, but not in a way that appears forced or routine. Furthermore, feedback and recognition should generally be given privately and face-to-face, unless the staff member prefers a different mode or a team effort or public achievement is being acknowledged. By selecting the appropriate timing and setting, you can avoid unnecessary tension while displaying respect and professionalism.

3 Use the sandwich method

The sandwich method is a popular technique to give feedback and recognition in a balanced and constructive way. It involves three steps: beginning with a positive statement that praises the staff member's strengths, achievements, or efforts, followed by a constructive statement that identifies the area of improvement, explains the impact or consequences, and suggests a solution or action plan. Finally, it ends with another positive statement that reiterates your appreciation, confidence, or support for the staff member. Through this method, you can soften the negative feedback, emphasize the positive aspects, and inspire the staff member to improve.

4 Listen and acknowledge

Another key step to deal with resistance or defensiveness is to listen and acknowledge your staff's feelings, opinions, or concerns. Doing so demonstrates that you care and respect them as individuals and professionals, while also helping you to comprehend their point of view and any challenges they may have with change or growth. Additionally, it can help to address any misunderstandings that could have caused their resistance or defensiveness. Listening and acknowledging also allows you to involve them in the feedback or recognition process and make them feel valued and empowered. Ultimately, by listening and acknowledging your staff, you can build rapport and trust with them, thus reducing their resistance or defensiveness.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?