The Feedback Sandwich
Cameron Conaway
Head of Growth Marketing | MBA & MA Professor of Digital Marketing and Talent Management | "Workplace feedback expert" —Harvard Business Publishing
What is the feedback sandwich?
A feedback sandwich is a way to frame negative feedback by “sandwiching” it between two positive feedback comments.
What’s the purpose of the feedback sandwich?
The feedback givers I’ve talked to posit these three reasons:
(1) It reduces potential anxiety and defensiveness in the feedback receiver
Givers say that letting the receiver know something positive they are doing paves the way for bringing up an area for improvement. Closing on a positive note, they say, can help ensure the conversation feels empowering and motivating for the receiver.
(2) It reduces potential anxiety in themselves
As countless studies clarify, many of us find giving negative feedback so stressful that we avoid it altogether. When entering a feedback conversation, many givers feel a great sense of calm when they know they will open and close with positive feedback.
(3) They believe the feedback receiver will be more inclined to adopt the negative feedback
This is because the receiver will know the negative feedback comes from someone who sees and recognizes all of their performance — including what they do exceptionally well.
Is there academic research about the feedback sandwich?
I'm so glad you asked! Yes, there is! But it’s somewhat mixed.
领英推荐
(1) It’s not likely to work if the giver is disingenuous in using it (and it’s hard not to be when using the feedback sandwich). The feedback sandwich can come off as insincere and formulaic rather than authentic and caring, especially if the positive feedback is perceived as lacking in detail or obviously a mask.
This video from Viva La Dirt League takes to an extreme just how disingenuous the feedback sandwich can become:
(2) Some studies (like this one at Taylor & Francis Group ) suggest that Negative-Positive-Positive might be a better approach.
(3) Some studies (like this one at 爱思唯尔 ) hint at the feedback sandwich being helpful.
(4) And then there's the "recency effect," which suggests that people tend to remember the last thing they were told. So if your primary purpose was the negative feedback, you may have just unintentionally muddied the waters of what they will remember.
Ultimately, the feedback sandwich is an attempt by feedback givers to help themselves and the receiver work with negative feedback. Though it’s not as catchy, here’s a better approach to giving negative feedback:
Additionally, what you say prior to giving negative feedback can make all the difference. Rather than a compliment which could be perceived as empty, try a phrase that conveys care and instills motivation. In one study , negative feedback was deemed far more successful when the giver opened with this statement:
“I’m giving you these comments because I have very high expectations and I know that you can reach them.”
Ready to build that baseline? I'd love to help!
Contract Management Software Administrator at PlayCore
2 个月No matter how you frame it, negative comments, feedback, whatever you want to call it, aren’t as helpful as you may think. Empty compliments followed by calling you on the carpet are just that-empty. Just say what you have to say, ask for comments and give suggestions and follow with “You still have a job.”
Managing Editor | Aquent Studios at Novartis Pharmaceuticals | ?? People-Focused Leader in Clinical Research & Biotech Publications ??
2 个月This was 2 minutes of reading well spent as always, Cameron Conaway. One mistake I've observed is managers giving vague, generic positive feedback, followed by painfully detailed negative feedback. This makes the positive feedback feel inauthentic, which crushes trust and psychological safety in the recipient. Managers who show their team members that they perceive and appreciate strengths as much as weaknesses will foster positive change and exceptional results. (And thanks for recommending the work of Amy Edmondson--looking forward to reading!)