There are good ways and poor ways to deliver feedback. Listed below are many examples.
Poor Feedback: Marge is having problems getting her work done.
Better Feedback: Employees are expected to process 25 claims daily with 99% accuracy. Over the last 2 months, Marge has processed an average of 19 claims daily at 90% accuracy. The accuracy problems and lower number of claims processed have caused the Quality Control department to fall behind its work and in 2 instances caused unnecessary overtime.
Poor Feedback: Homer's customer service skills need improvement.
Better Feedback: Department policy requires that all customer calls be returned within 24 hours. Homer has failed to do that on at least 5 occasions in the past 2 weeks. Four customer complaints have been made about Homer over the past month. On two occasions he was observed telling customers, "that's not my job responsibility" and then hanging up.
Poor Feedback: Fred has been causing a lot of problems and frustration around here.
Better Feedback: In the last month, on two occasions, Fred complained to our clients that he is dissatisfied with our customer support. Those two clients mentioned this to our Regional Manager. Fred has also circulated several e-mails to other sales reps complaining about customer service. Two customer service reps complained that he won't speak to them. He hasn't discussed these issues with his manager.
Poor Feedback: Wilma's sales production is awful.
Better Feedback: New sales in Wilma's territory are down 45% compared with last quarter. Sales of the Kwark line have decreased 75%. Additional sales from current customers are off 50%. No sales goals have been met for the past 4 quarters.
Positive Feedback:
While we all like being told we're doing a good job, employees need to know what they did to earn your attention and why they're being reinforced. If they know why they're being praised they're likely to do it again. Personalized, specific praise is also more meaningful and credible.
Poor Feedback: Lisa is doing a great job. We're happy to have her with us.
Better Feedback: Lisa's reports are always on time. The reporting format is clear and easy to read. The executive summaries have been very valuable to both the Finance and Marketing Departments. Lisa was a key factor in our acquisition of the Simpson account.
Poor Feedback: Great work Bob!
Better Feedback: Bob, you've increased your production 15% while maintaining your error free record for over 3 weeks. Your efficiency and attention to detail have really improved.