Making Others Successful: Success Through Feedback

An important aspect of the coaching process is performance feedback. This consists of the coach’s role in sharpening the skills of team members, closing the gaps, and expanding responsibilities.

When team members consistently fall short in their performance, these types of conversations, although necessary, are sometimes uncomfortable and unnatural for us as leaders. This is the part of coaching that many of us tend to want to avoid. When we avoid constructive feedback, we also miss out on the opportunity to develop our team members, even if does take us a little outside our comfort zone. Our own mindset must change regarding correction and feedback from one of avoidance to one of engagement, as it is a means of strengthening a team member’s attitude and performance.

Consider star athletes or top performers in any field. Do you think they arrived at that level by only hearing the things they were doing right? Of course not. We become better when we are being challenged, and that often comes through a leader’s feedback. Here is a model:

The leader starts with Data: Using facts, data, and information either personally witnessed or learned.

Sharing Beliefs & Assumptions: “Based on what I see, I think…” or “It appears that…”

The leader then explains the Impact: “This is the impact that this behavior is having on the team…”

Then the leader discusses Needs: “We need for you to…”

Now, it is the Team Member’s Turn to go through the model: “I see…which leads me to believe…and I feel…I need…”

If necessary, the leader goes through these steps again. The team member and leader should cycle through this discussion until both parties have said all they need to say, and they understand one another. When both team member and leader have had an opportunity to voice their concerns, the leader should facilitate the agreed upon Plan of Action.

Apart from their performance, feedback can also stem from team members’ pursuit of it. Servant leadership involves listening to our team members to recognize coachable moments. Team members often “cue” these moments in the following ways:

• Team members ask for feedback (directly or indirectly).

• Team members show signs of frustration with their current role or ministry.

• Team members seek out personal and professional development opportunities.

• Team members speak of a new interest or using a new skill.

• Team members begin investigating a different path within the organization.

Each coaching session should have the following three components:

1.     A statement of support

2.     Brief, direct feedback

3.     Suggesting an action step

As we make coaching part of our everyday routine, there are also simple additions we can verbalize as coaches that can make a tremendous impact on whether someone believes that they and their contributions are valuable.

Key Words for Making People Feel Important

The most important six words: “I appreciate you and your efforts.”

The most important five words: “I am proud of you.”

The most important four words: “What is your opinion?”

The most important two words: “Thank you.”

The most important word: “We”

The least important word: “I”

How are you to find the time to coach, encourage, and counsel team members when there is so much else to be done? Remember that this is not just another “hat” we are being asked to wear. Opportunities to praise, develop, and reinforce skills and mindset arise through routine situations in our day. Coachable moments are often present before us, but we with single-mindedness pass by them to “accomplish” a goal rather than making “people-development’ the higher goal. Before reacting to an issue, take a few moments to consider how to strategically invest in your team member. Coaching is an ongoing conversation and doesn’t have to be formal or long-winded. Be ready for these moments and take time for them. They are more important than you realize! Let coaching become part of your nature as you engage with your team as a servant leader.

Let’s end with an acrostic of key components in effective coaching:

Challenge them consistently.

Observe both their strengths and weaknesses.

Affirm them specifically and enthusiastically.

Call out the best in them.

Help them succeed.

What parts of the feedback process in coaching are most comfortable for you, and which are least comfortable for you?