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Lesson 3.1 of 10Module progress: 3 of 14

Supervisor Foundations · Lesson 3.1

FEEDBACK IS NOT THE SAME AS CRITICISM

Criticism often focuses on what is wrong.

Feedback should help improve performance.

Compare:

Poor

CRITICISM

“You are terrible with customers.”

Better

FEEDBACK

“When the customer asked about the delay, you said, ‘I don’t know,’ and walked away. Next time, acknowledge the question, check the status and give the customer an update.”

The second response identifies:

  • the behavior
  • the problem
  • the expected improvement

Feedback may be positive or corrective.

POSITIVE FEEDBACK

“You handled that upset customer calmly, checked the order before responding and explained the solution clearly. That is the standard we want.”

CORRECTIVE FEEDBACK

“You interrupted the customer several times. Next time, allow them to finish explaining the problem before responding.”

WORKPLACE EXAMPLES

EXAMPLE 1 — SCHOOL

Criticism: “You are not professional with parents.”

Better feedback:

BETTER RESPONSE

“During yesterday’s meeting, you interrupted the parent several times. I need you to let the parent finish before responding.”

EXAMPLE 2 — RESTAURANT

Criticism: “You are too slow.”

Better feedback:

BETTER RESPONSE

“Three tables waited for bills after requesting them. When customers ask for the bill, acknowledge them and process it before starting another non-urgent task.”

EXAMPLE 3 — OFFICE

Criticism: “Your reports are always bad.”

Better feedback:

BETTER RESPONSE

“The last two reports were submitted without the required summary page. Please use the reporting checklist before submitting the next one.”

EXAMPLE 4 — LOGISTICS

Positive feedback:

BETTER RESPONSE

“You noticed the incorrect delivery address before dispatch and verified it with the customer. That prevented a likely failed delivery.”

Remember

Good feedback identifies behavior—not just labels.

Workplace action

Replace one vague phrase you commonly use with a specific description. Instead of: “Be more serious.” What exactly should the employee do differently?

Quick Check

Which statement is the best example of useful feedback?