You have a colleague in Field Service Engineering who needs feedback. What’s the best way to give it?

1 Prepare your feedback

Before you approach your colleague, make sure you have a clear purpose and goal for your feedback. Think about what you want to praise, correct, or suggest, and how it relates to their performance, skills, or behavior. Gather specific examples and evidence to back up your points, and avoid vague or general statements. Also, consider the timing and setting of your feedback, and choose a suitable moment and place where you can have a private and uninterrupted conversation.

2 Use the SBI model

A useful framework for giving feedback is the SBI model, which stands for Situation, Behavior, and Impact. This model helps you structure your feedback in a clear and objective way, and avoid personal attacks or judgments. Start by describing the situation where you observed your colleague's behavior, such as a project, a task, or a customer interaction. Then, explain the behavior that you want to address, such as what they did or said, and how they did or said it. Finally, describe the impact of their behavior, such as how it affected the outcome, the customer, the team, or themselves.

3 Balance positive and negative feedback

While you may have some critical feedback to share with your colleague, don't forget to also acknowledge their strengths and achievements. A good ratio is to give three positive comments for every negative one, as this helps to maintain a positive relationship and motivation. However, don't mix positive and negative feedback in the same sentence, as this can be confusing and dilute your message. Instead, start with something positive, then move on to the negative, and end with something positive again.

4 Be specific and actionable

When giving feedback, avoid vague or general terms like "good", "bad", "nice", or "poor". Instead, use specific and descriptive words that illustrate what you mean and why it matters. For example, instead of saying "You did a good job on the installation", say "You followed the instructions accurately and completed the installation within the deadline". Also, make sure your feedback is actionable, meaning that you provide concrete suggestions or recommendations on how your colleague can improve or maintain their performance. For example, instead of saying "You need to communicate better with the customer", say "You can improve your communication skills by asking more open-ended questions and summarizing the customer's needs".

5 Listen and encourage dialogue

Feedback is not a one-way street, but a two-way conversation. After you share your feedback, give your colleague a chance to respond, ask questions, or clarify anything. Listen actively and empathetically to their perspective, and acknowledge their feelings and concerns. Avoid interrupting, arguing, or dismissing their feedback. Instead, try to understand their point of view and find common ground. Encourage dialogue by asking open-ended questions, such as "How do you feel about this feedback?", "What challenges did you face in this situation?", or "What support do you need to improve?".