Sometimes, bad advice won’t die.
Take the case of the Sandwich Technique of giving feedback. It is an ineffective method that has traveled around the world. Seemingly every leader knows it.
We can summarize the Sandwich Method like this: When giving feedback, leaders start by saying something positive. Then, they give the receiver the real meat of criticism or negative feedback. Finally, they conclude by saying something positive or affirming.
The logic is that the bookends of positive statements buffer any negative reaction to the criticism. Leaders erroneously believe it makes the criticism more palatable and easier to swallow.
But people aren’t nearly as gullible as some leaders hope them to be. In many organizations, the technique is known as a Crap Sandwich because everyone knows that the center of the sandwich tastes like rubbish.
Because the positive statements on either side of the criticism are viewed as throw-aways or insincere statements made only to soften the blow, after a few experiences with this technique, those on the receiving end often feel manipulated by it. They view leaders who use this approach as being disingenuous in their praise and deceptive in how they communicate.
There must be a better way.
The idea of starting any feedback with a focus on what went right is both instinctual and important. Because people overweigh the negative, beginning with a positive statement makes perfect sense. A litany of research supports this view. People value knowing what went well as a way to offset what went poorly.
The key is to make this positive statement as detailed and vivid as the criticism will likely be. Elaborating on the positive and taking the time to emphasize exactly what went well is not about a buffer. It creates an objective balance and fairness. The more specific, thorough, and elaborate the positive statement, the more likely it is to be seen as sincere and genuine.
Leaders who can’t find a true positive to emphasize are generally not looking hard enough or miss the point that feedback that is resisted does no one any good. Going straight to the criticism or attempting to offset it with an artificial affirmation creates heavy resistance and encourages people to reject what they are hearing.
Don’t worry about ending positively. You are likely to do so naturally without much thought. As long as the positive statement upfront is highly detailed and elaborated, no one will feel manipulated by ending on a high note.
Stop offering and eating sandwiches of feedback that taste poorly and discourage an honest exchange of views. Kill the sandwich technique and replace it with feedback that operates in balance. You’re likely to find people want to eat with you more often.
A Daily Dispatch from the Front Lines of Leadership.
