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How can you provide effective feedback to improve staff performance and reduce conflicts?

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Feedback is an essential tool for hospitality managers to improve staff performance, resolve conflicts, and retain talent. However, giving feedback can be challenging, especially when emotions are involved, or when the feedback is negative or constructive. How can you provide effective feedback that is clear, respectful, and actionable? Here are some tips to help you master this skill.

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1 Set clear expectations

Before you give feedback, make sure you have communicated the expectations and goals for your staff clearly and consistently. This will help you avoid confusion, frustration, and misunderstandings. You can use SMART criteria (Specific, Measurable, Achievable, Relevant, and Time-bound) to define the standards and outcomes you want to see. You can also check in regularly with your staff to monitor their progress and provide support.

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2 Choose the right time and place

Timing and location are important factors when giving feedback. You want to choose a time and place that is convenient, comfortable, and private for both you and the staff member. Avoid giving feedback when you or the staff member are stressed, angry, or distracted. Also, avoid giving feedback in front of other staff or customers, as this can be embarrassing, demoralizing, or disruptive. Instead, schedule a meeting or a phone call, or find a quiet spot where you can talk without interruptions.

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Joyce T.

Principal Owner @ Prime Restaurant Consulting | Certified Professional - Food Safety Expert
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Nothing is worse than being criticized during your shift or in front of people. If you’re the one delivering feedback make sure you are coaching and training!

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Joyce T.

Principal Owner @ Prime Restaurant Consulting | Certified Professional - Food Safety Expert
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Nothing is worse than being criticized during your shift or in front of people. If you’re the one delivering feedback make sure you are coaching and training!

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3 Be specific and balanced

When giving feedback, be specific and balanced. Use concrete examples and data to illustrate your points, rather than vague or general statements. For example, instead of saying "You need to improve your customer service skills", you can say "I noticed that you did not greet the customer with a smile or offer any assistance when they entered the shop". This way, you can show the staff member what they did well and what they need to work on. You can also use the sandwich method, which is to start and end with positive feedback, and insert the constructive feedback in the middle. This can help you build rapport and confidence, and soften the impact of the negative feedback.

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Joyce T.

Principal Owner @ Prime Restaurant Consulting | Certified Professional - Food Safety Expert
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Lay out clear expectations of your staff! Feed them with the positive feedback that will excel them to the heights that you’d like to see them reach!

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4 Focus on behavior, not personality

When giving feedback, focus on the behavior, not the personality, of the staff member. Avoid using labels, judgments, or personal attacks, such as "You are lazy, rude, or incompetent". These can trigger defensiveness, resentment, or hostility, and damage the relationship. Instead, use descriptive, objective, and respectful language, such as "You did not complete the task on time, you interrupted the customer, or you made a mistake in the order". These can help you address the issue, not the person, and encourage improvement.

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Angela Naya

Experience Manager??Hospitality?? Experta en liderazgo y desarrollo personal ? Gestión de equipos ?MBA Marketing digital??
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El feedback debe ser continuo y claro, enfocándose en las tareas concretas para valorar de forma detallada los aspectos que se hayan trabajado. Es importante identificar puntos de mejora o focos de atención para implantar cambios o alternativas a tiempo.

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5 Listen and encourage dialogue

Feedback is not a one-way communication, but a two-way dialogue. You should listen to the staff member's perspective, feelings, and concerns, and acknowledge them. You should also ask open-ended questions, such as "How do you feel about the feedback?", "What challenges are you facing?", or "What support do you need?". These can help you understand the situation better, show empathy, and invite feedback from the staff member. You should also avoid interrupting, arguing, or imposing your views, and instead, seek to understand and collaborate.

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6 Provide action steps and follow up

The last step of giving feedback is to provide action steps and follow up. You should help the staff member create a plan to improve their performance, and agree on the specific actions, deadlines, and measures. You should also offer your support, guidance, and resources, and express your confidence and appreciation. You should also follow up with the staff member regularly, and provide ongoing feedback, recognition, and encouragement. This can help you track the progress, reinforce the positive changes, and address any issues or challenges.

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Charlotte Tyer

Full-Service/Lifestyle General Manager - AC Austin Hill Country, PGHM, LLC
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The power of praise and reward is often underestimated in management. The human brain is conditioned by reward stimuli, subconsciously reinforcing behavior to instill good habits in the workplace. Public praise of one employee extends this resulting benefit to other team members whereas disciplinary action is best served privately. Discipline, though quite necessary in business, often yields mixed results, putting the associate at a variable level of anxiety that could negatively impact behavior. As a leader, it is important to know when each approach is ideal and how to properly deliver discipline, but research has shown the human brain responds most positively to reward stimuli over punishment, in general.

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7 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?

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Charlotte Tyer

Full-Service/Lifestyle General Manager - AC Austin Hill Country, PGHM, LLC
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Make an effort to praise someone publicly in front of the team daily during team meetings by planning the agenda ahead of time determining a SPECIFIC contribution to team performance worthy of mention, and is a behavior desirable for the rest of the team to emulate. Being general, such as ‘you all did a great job yesterday,’ is a mindless statement that won’t win respect or move the needle. Make it specific and special to one individual or a few.

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Christopher Scully

Experienced Executive and Management Coach who takes companies to higher levels of performance and profitability.
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Ensure every employee has a job description that clearly states what they are required to produce. Give them statistics (or metrics or KPIs - pick your term) that accurately measure what they should produce. Monitor production weekly. Determine what steps must be taken to improve their productivity each week. Do that every week with every employee. Base any promotions, disciplinary actions or terminations primarily on production. The numbers don't lie. You won't have conflicts if you operate this way. The company is a meritocracy where productive people rise in the organization, and unproductive people don't last.

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How can you provide effective feedback to improve staff performance and reduce conflicts?

1

2

3

4

5

6

7

1 Set clear expectations

2 Choose the right time and place

3 Be specific and balanced

4 Focus on behavior, not personality

5 Listen and encourage dialogue

6 Provide action steps and follow up

7 Here’s what else to consider

Hospitality Management

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How can you provide effective feedback to improve staff performance and reduce conflicts?

1

2

3

4

5

6

7

1 Set clear expectations

2 Choose the right time and place

3 Be specific and balanced

4 Focus on behavior, not personality

5 Listen and encourage dialogue

6 Provide action steps and follow up

7 Here’s what else to consider

Hospitality Management

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