Your direct report struggles with client communication. How do you effectively give them feedback?
When your direct report struggles with client communication, offering effective feedback is crucial to their development. Here's how to approach it:
How do you handle giving feedback on communication skills?
Your direct report struggles with client communication. How do you effectively give them feedback?
When your direct report struggles with client communication, offering effective feedback is crucial to their development. Here's how to approach it:
How do you handle giving feedback on communication skills?
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I always approach feedback as a collaborative conversation. First, I use the SBI framework (Situation, Behaviour, Impact) to keep the feedback specific and objective. For example, I might say, 'In yesterday’s meeting (Situation), interrupting the client (Behaviour) seemed to cause frustration (Impact).' Then, I ask open-ended questions like, 'How did you feel the conversation went?' or 'What approach might work better next time?' to encourage reflection and ownership. I also provide actionable suggestions tailored to their communication style, such as active listening techniques or preparing talking points in advance. By framing feedback as a shared effort and focusing on growth, I empower them to improve.
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Effectively giving feedback to a direct report who struggles with client communication is essential for their development and the success of the project. Here are some strategies to provide constructive feedback: Be Specific: Clearly identify the specific issues in their client communication. Use concrete examples to illustrate the points where improvement is needed. Focus on Behavior, Not Personality: Address the specific behaviors that need to change rather than making it about the person's character. This helps in keeping the feedback objective and actionable. Provide Positive Feedback: Acknowledge what they are doing well in their communication. This helps to balance the feedback and encourages them to continue their good practices.
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Coming from the perspective that sometimes one could be at a loss for the words, or the correct sentence, I will provide feedback together with different responses / sentences that one could use. This provides a an arsenal of responses to different scenarios (if your employee he/she wants to improve). I will also suggest to use and practise using it in daily work so it becomes a norm, making it easier when facing a client.
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As a leader, focus on constructive feedback. Start with a positive tone: “I appreciate your efforts with clients and your hard work.” Then address the issue: “I’ve noticed that some client communication could be clearer or more proactive.” Share specific examples for clarity. Provide solutions: “You can try summarizing discussions in writing or asking clients questions to understand their needs better.” Offer support: “Let’s practice together, and I’ll guide you.” End with encouragement: “I believe you’ll improve with practice, and I’m here to help you succeed.” This builds trust, motivates improvement, and keeps the conversation supportive.
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Provide clear, constructive feedback by highlighting specific communication issues and their impact. Offer actionable suggestions, such as active listening techniques or clearer phrasing, and role-play scenarios to build confidence. End with encouragement and a plan for improvement.
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When a direct report struggles with client communication, it’s important to provide constructive feedback that helps them improve while maintaining their confidence. - Be specific: Point out exact instances where communication could have been clearer. - Offer examples: Show how they could handle similar situations differently. - Focus on solutions: Provide actionable tips or training on effective communication. - Encourage practice: Suggest role-playing or shadowing colleagues for improvement. - Be supportive: Reassure them that improvement is a process, and you're there to help. Constructive feedback boosts communication and supports growth.
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