Learn more about how to deliver effective feedback while rating moments + certifications in Bright.
While rating Moments and delivering Certifications in Bright, you will inevitably provide a lot of feedback.
But did you know there is a right and a wrong way to give feedback?
A recent Harvard Business Review article called 'The Feedback Fallacy: Why Feedback Fails' explains why. We have a short video to highlight this below, plus a few do's and don't's for Bright platform coaching that will help you get better results with your team.
You can read the full HBR article HERE.
The most important takeaway from this article for feedback you deliver in the Bright platform has to do with specificity: the feedback you give needs to be VERY specific.
Generic feedback is hard - if not impossible - for your team members to follow.
For example, if you are rating a Moment and give the feedback, "You need to show more energy,' this is VERY hard feedback to follow. It's too generic. What is energy? What kind of energy? As a coach, you feel like this is obvious. But for your team member, it's not.
Instead, you need to get better at giving specific feedback. For example, instead of 'You need to show more energy' you might say: "About 30 seconds in, you're using a monotone voice. Every word sounds the same. But you are talking about an emotional topic. Try this recording again and use a tone of voice that demonstrates sympathy or sadness."
The most important takeaway from this article for feedback you deliver in the Bright platform has to do with specificity: the feedback you give needs to be VERY specific.
Generic feedback is hard - if not impossible - for your team members to follow.
For example, if you are rating a Moment and give the feedback, "You need to show more energy,' this is VERY hard feedback to follow. It's too generic. What is energy? What kind of energy? As a coach, you feel like this is obvious. But for your team member, it's not.
Instead, you need to get better at giving specific feedback. For example, instead of 'You need to show more energy' you might say: "About 30 seconds in, you're using a monotone voice. Every word sounds the same. But you are talking about an emotional topic. Try this recording again and use a tone of voice that demonstrates sympathy or sadness."
This type of feedback takes a bit longer for a coach to think through and provide, but you will see your team members improve much faster if you work this way.
Here are just a few more 'do this, not that' examples to consider as you begin coaching in Bright.
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Don't Do This...
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Do That
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You're not being specific enough about our product offerings. Try again.
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This customer asked about our computer specs - try again, but this time share 2-3 details about performance relative to our competitors.
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That approach to overcoming the obstacle doesn't really work. Try again.
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There was a list of tips in your training on how to overcome common obstacles - go back and find the one that relates to this situation, then try again.
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Your description of this process was too confusing and hard to follow. Try again.
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You started to lose me when you said "x," try again, but this time try, "y."
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Overall, this call had too slow a pace. Next time, try to pick it up a bit.
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About 5 minutes in you took a very long time to describe the application process steps and resources available. Go back, review the process again, and see if you can do it in under 60 seconds next time. I think this will help the whole call flow better.
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Your business writing was unprofessional. Try again
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You are using a lot of filler phrases, such as 'basically' in this email. You also use a number of run-on sentences. Try re-writing it by avoiding filler phrases altogether, and turning your longest sentence into two stand-alone sentences. This will make the whole email feel more professional.
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