by Digi-Ana Walit
THE ART AND
IMPORTANCE
OF
FEEDBACK
AV De Jesus leading the Fundamentals of Feedback Training
Session. (Photo by VP Jenny Constantino)
Feedback is not a foreign thing to many. It is something that is willfully or unintentionally given or received, be it a positive one or negative one. In real life, it’s that brutally frank advice from the best friend or that painstakingly long lecture from mom and dad. It can be as simple as that “Like” you get on Facebook or that passing mark from your driving instructor. It can even be as subtle as that gym flyer handed out to you at the mall (getting one is like being told, “Time to lose some weight, fatty!”).
In the BPO world, feedback are customer satisfaction surveys, performance reviews, and coaching sessions. Whatever you call them, they all have one goal: to let you know how you’re doing. The desired effect of feedback, however, does not (or should not) stop once they’ve been given out. Their purpose is to inspire action from you; to plant that seed of wanting to change for the better; to keep you inspired; to let you continue doing the good things that you do. The essence of feedback, you can say, is to draw out the best in people.
There is, however, an art to giving feedback. It’s not simply tapping someone’s shoulder and telling that person, “We need to talk” (these four words usually spell doom for many couples). It’s not just blurting out whatever comes into mind. There are basic steps in effectively giving out feedbacks, and these were exactly the things that Sir AV De Jesus discussed during the Road to Alpha Training session he led last April 28, 2016. Dubbed “Fundamentals of Feedback”, the talk was all about the importance of feedback and how proper delivery makes a huge difference.
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The session’s attendees composed of team leads, QAs, and POCs. Since their responsibilities greatly involve feedback, you can say that the topic itself generated a healthy back-and-forth discussion. Sir AV was asked lots of questions, even follow-up ones, all of which he was able to answer directly. I, however, have some questions in mind that were left unasked. So for this Pages article, I decided to throw those questions to the RealPage Philippines’ 2016 Manager of the Year.
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DW: How did this course, Fundamentals of Feedback, come about? Was it originally part of the Road to Alpha module?
AVDJ: Every year, all leaders of RealPage Philippines gather together for an annual planning. A big part of the planning efforts was on how we can empower our rising leaders -- our team leads and supervisors, and allow them to put a premium on improving employee demographics through performance. Coming up with this initiative is one way to kick-start our journey to being pack leaders. So, to answer your question of this training being originally part of the Road to Alpha initiative…A BIG YES!
Attendees of the Fundamentals of Feedback Training Session held last April 28, 2016 at RBC Tower 3 (Photo by VP Jenny Constantino)
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DW: Were you handpicked to tackle the topic on feedback or did you volunteer? Would you say that giving feedback has been one of your strengths as a manager?D
AVDJ: I volunteered to help in this initiative. Our company is still young and as we aim to create a solid footprint locally, we need to start building excellence in leadership. We need to breed Alphas across the entire employee spectrum. Of course, one way to start it off is to equip our leaders with a well-known (but rarely utilized) tool for empowering people: Feedback.
Was it one of my strengths? A bigger YES! Feedback is critical in molding one’s behavior. To be good at giving feedback, we have to start to receive and learn to accept feedback, be it good or not. I owe a big part of my achievements and growth as a person through feedback. Until now, I still yearn for it – we never stop learning and growing. Ken Blanchard, a well-known leadership expert once said, “Feedback is the breakfast of champions”. I never knew about it until one of my old mentors from way back quoted it to me. He introduced me to the concept and structure, it showed me results, and I became a believer ever since.
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DW: I learned from you that one should never let an opportunity for giving feedback pass, whether it’s a positive or a negative one. Was there a time when you let such an opportunity pass that you now regret? If yes, what were the consequences?D
AVDJ: Oh yes, early on in my career, I would usually notice a direct report’s behavior and just let it pass, thinking that it won’t happen again. Guess what – it did. Not only did I tolerate the person’s negative behavior, it prevented me from positively influencing his performance output and my team’s overall output as well. Also, I regret the fact that I failed to help that person grow. I paid the price for it!
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DW: Was there ever an instance when you, as a manager, received negative or constructive feedback? If yes, how did you take it? What were your reactions?D
AVDJ: I’ve gone past being a sore loser -- defensive, and reasoning out when being given a feedback. I learned about it the hard way in my early years. Now, I yearn for it. Sometimes, I’d still receive things that I didn’t want to hear but I’ve grown to accept them wholeheartedly. When I get one, the next step is to take action! I owe a big part of my development by getting loads of feedback from then until now. Allow me to share my secret: I personally treat positive feedback as a given. It’s like getting a bonus for doing things that are expected of me. When I get one, great! Constructive feedback, now this is where opportunities for greatness are hidden. I take them in no matter how bad they can be and I do my best to work on them. It’s always a rough road to undertake but the end results are priceless!
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DW: Was there a time when the person you gave feedback to reacted in a negative or non-appreciative way? How do you handle such instances when the person is not receptive of your feedback?D
AVDJ: Definitely. Let’s face it, most of us hate being on the receiving end of something negative, most especially a feedback. Not everybody is welcoming of it no matter how genuine our intentions are. I give feedback regardless of how they are taken – good or bad. If they accept, they reap the benefits or positive consequences it brings. If they don’t, then the consequences brought about by the behavior follow. Do I care if they start hating me or liking me for it? Not really – BUT I DO CARE about their success! Whether they thank me for it or not, doesn’t matter. What’s important is that I help them create their paths to grow.
When I was young, I remember my dad pushing me to join a club in school. I hated him for it because I preferred to just go home and play or watch TV. He didn’t care how I felt about it. My dad wanted me to learn a skill because I was a couch potato and learning a new skill will trigger avenues for me to explore and grow (a parental feedback). So, even if I didn’t want to, I had to because he’s my dad. I joined a Karatedo class. Who knew that four years later, I’d be beating black belts and earn myself a spot in the National Team?
At the end of the day, we all are the captains of our own behavioral ships. Our decisions to accept feedback or not will determine how we can effectively weather the storms in our careers and be successful in our own way.
AV De Jesus at a KDA Karate Championship event held at Sta. Lucia Grand Mall (Photo by AV De Jesus)
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DW: To you, how important is giving feedback?AVDJ: It’s as important as the people I serve – my team. Their success is my success and their failures are mine too. Their performance and behavior at work mean a lot to me and the guidance I provide through proper feedback is what I believe will help them in their success.DW: What advice do you have to RealPagers who would like to become Alphas like you?
AVDJ: I am nowhere near Alpha-status but seriously attempting to achieve it is my main thing. RealPage Philippines is still young and it is poised to evolve for the better. Believe in your leaders, listen to them, focus on how you can be better and how you can contribute, and lastly, support the company’s initiatives – Connect, provide World Class Service and let’s do it One Customer at a time. Make all these your ONE main thing and watch yourself evolve into an Alpha.