Effective Communication - Mastering the Feedback

The first rule of giving feedback is to ask before giving feedback, to avoid unsolicited advice. Seeking permission before giving feedback shows the other person that they are valued and helps to make them feel less vulnerable. By asking for permission, you give the power back to them and increase the likelihood that they will listen to you. It is also important to watch your tone and body language when asking for permission.

Rule number two is to describe, not evaluate behavior. Effective feedback should describe the behavior, not evaluate or judge it. Descriptive and evaluative feedback is ideal as it provides next steps to improve skills without making the recipient feel judged or blamed. This kind of feedback creates space for further discussions and encourages improvement. People have a hard time hearing the real message when they feel defensive, angry, or vulnerable. When feedback seems like an evaluation, the person is most likely to not pay attention to it, and it may also affect their self-esteem. The lecture discusses how education systems have failed to provide useful feedback, and how feedback should be provided to help progress in areas where one is lacking.

The third rule emphasized is to separate facts from opinions and emotions. When giving feedback, the focus should be on the impact of the behavior on both the giver of feedback and the recipient. Feedback is not about the giver, but about helping the recipient improve their job performance. Feedback should rely more on facts and observations of the recipient's work, rather than the giver's opinions. It is important that feedback is not just about one instance, but rather a pattern of behavior over time.

Describe specific behavior so that people can repeat it again or avoid it. You will learn about lazy feedback through examples.

In this lecture, you will learn the importance of focusing on effort rather than personal characteristics or abilities. The class will also reference the work of Dr. Carol Dweck, a leading authority in the field of motivation and author of the bestselling book Mindset.

You will gain an understanding of how individuals who are praised for their talents rather than their efforts tend to have a fixed mindset and are risk averse.

In this lecture, you will learn about the importance of avoiding the phrase "I am just being honest" while giving feedback. This statement can put the person receiving the feedback in an uncomfortable position and make them feel obliged to listen to criticism that they may not find helpful. Instead, focus on delivering feedback with facts and observations and use an empathetic tone. It's also essential to make feedback about the efforts of the person rather than their personal attributes and offer help if possible to arrive at a mutually beneficial outcome.

In this lecture, you will learn about the importance of using objective language when giving feedback. You will learn how to replace the word "like" with "what works" to frame feedback around practicality. By using objective language, it becomes easier to identify the reasons why something does or does not work, and feedback is more likely to be well-received. Additionally, using objective language can help the feedback giver recognize whether their feedback is based on personal preference or practicality.

In this lecture, you will learn about the importance of assuming positive intent when giving feedback. When you assume that the other person has good intentions, your body language and tone of voice change, making the person less defensive and more receptive to your feedback. This leads to trust between the two parties and increases the chances of finding an actual solution. The lecture provides an example of managing a design team and how to share feedback with an ex-teammate who has stopped responding. By assuming that there may be a genuine reason for their behavior, the feedback can be given in a constructive manner.

In this lecture, you learned about the importance of always ending feedback by asking for the perspective of the other person. The goal of feedback is to arrive at a mutually beneficial outcome, so once you have given your feedback, make sure to pause and then ask the other person to share their perspective. This helps in your feedback giving skills and shows that you are open to feedback. Giving the other person an opportunity to speak their mind can also lead to interesting or important perspectives that you may have missed. Remember that it's the combination of what you know and what they know that leads to great decision making, remarkable outcomes, and stronger relationships.

In this lecture, you will learn about the 10th rule which states that one should avoid giving a "sh** sandwich" feedback, which involves starting with positive feedback, slipping in negative feedback, and ending with positive feedback. This form of feedback is a disservice to both the giver and receiver because it dilutes the impact of the feedback and can come across as insincere. Instead, it is important to focus on the delivery of the feedback, including tone, body language, and empathy while remaining firm. It is also essential to offer relevant encouragement and ways to improve and focus on mutually beneficial outcomes.

In this lecture, you will learn about the importance of receiving feedback as a designer and how to develop this crucial skill. The ability to receive feedback is essential because it affects your personal confidence and the quality of your work. You will learn how to filter out relevant and irrelevant feedback, ask better questions, and incorporate user feedback. These principles are also applicable when working in a team because your team is the first user of the product you are designing. By implementing these principles, you will not only improve your relationship with feedback, but you will also train others to give better feedback.

t the appropriate stage. Overly refined deliverables may induce apprehension among feedback providers since they may perceive that they only have the option to either accept or reject the entire piece, given the significant amount of time and effort that has already been expended. To prevent this, it is crucial to engage in a discussion with stakeholders beforehand to ascertain their expectations regarding the fidelity level of the deliverable. This will allow them to provide feedback comfortably, and if any modifications are necessary, they can be made without causing the impression that the previous efforts were futile.

In this lecture, you will learn about the importance of creating shared understanding when seeking feedback as a designer. It is crucial to document and share any specific terms, technical jargons, and research processes used in your designs or documents. As a designer, empathy is also essential in the way you present your work and communicate with your team. The stakeholders and team members are your first users, and it is important to make sure their experience is good and they can understand your work. It is also crucial to make your work obvious and encourage discussion to create a shared understanding.

In this lecture, you will learn about the importance of seeking feedback over receiving it. Many people fear giving feedback, which is why it's important to put others at ease by asking for it directly. You will learn how even low-impact or shallow feedback can be turned into something useful.

In this lecture, you will learn about the importance of providing enough context when seeking feedback. It's crucial to give your audience a 360 view of the problem, especially when presenting complex ideas like research case studies, user journey maps, or user flows. By telling the story of the background insights that led to your solution, including extreme edge cases and unimplemented ideas, you increase the chances of receiving relevant feedback. Additionally, investing time in nailing down your presentation and anticipating questions and potential thoughts from your attendees will help you better prepare for feedback sessions. By creating a shared understanding and giving enough context, you can receive valuable and relevant feedback.

In this lecture, you will learn about how to handle unhelpful feedback. It's important to not allow emotions to control your actions when receiving vague or unspecific feedback. Assuming positive intent can help you approach the feedback with a more open mindset. It's essential to align yourself with the stakeholder and remember that you are on the same team. Asking open-ended questions is the best way to gain insights into the other person's thoughts and get the conversation moving forward. It's crucial to remain objective and not be offended by the feedback.

In this lecture, you will learn about the importance of converting unhelpful suggestions and feedback into good problems as a designer. Often, stakeholders offer vague solutions rather than identifying problems, and it is up to the designer to arrive at the problem they want to solve. The goal is not to take this feedback personally and to help stakeholders identify the problem that needs to be solved. Catchall questions such as "what problem are you trying to solve with this solution?" can be used to give stakeholders a neutral way of explaining their suggestion without explicitly labeling what the designer did wrong.

In this lesson, you will understand how altering the type of question from "why" to "what" or "how" can enhance the quality of feedback. You will gain insight into how the use of "why" may lead to defensiveness and how adopting a non-confrontational language can create a more comfortable environment for individuals receiving feedback.

In this lecture, you will learn about the power of smiling in conversations, particularly when giving and receiving feedback. Smiling conveys confidence and invites people into the conversation, making them feel at ease and building rapport. Even if it feels awkward in the beginning, making a conscious effort to smile can improve the quality of feedback and show that you are open to receiving it. Practicing this skill will make you better at it and people will feel comfortable giving you honest feedback. So, smile as often as possible, even in difficult situations, to create a positive and comfortable environment for feedback.

In this lecture, you will learn about the importance of using silence wisely during feedback sessions. People tend to think aloud during feedback sessions, which can result in vague suggestions, assumptions, and chaos. It is crucial not to lose your calm and give space between your response and their feedback. This will give people time to rethink what they have just said and correct themselves. It is recommended to rephrase, reframe, and mirror their feedback if nothing productive is coming out of it. Interrupting people in their trail of thoughts is discouraged, and silence can be helpful if you are emotionally caught up, allowing you time to formulate your response. Lastly, taking a pause before speaking can help you assess if the other person has actually stopped speaking or is about to start speaking again.

In this lecture, you will learn about the importance of leading with a "yes" when it comes to taking feedback. This is a rule from the book, "Articulating Design Decisions" by Tom Greever, which is a recommended read for every designer. By saying "yes" first, you create an opportunity to explore the feedback further, even if you disagree with the proposed solution. This approach can help prevent defensive reactions from both parties and foster a collaborative environment to solve problems.

In this lecture, you will learn about the importance of taking notes in meetings. Taking notes prevents having the same conversation again and clarifies misunderstandings or miscommunications in the future. It also brings focus on being more articulate, and when people know that their feedback is going to be in writing, they become more responsible and articulate when giving feedback. Notes build trust with stakeholders and send an unconscious signal that you take your work seriously. Notes keep the meeting on track and ensure that everybody is on the same page. Minutes of meeting can be sent to ensure that everyone is clear about what was discussed. It is best to have someone else take notes, but if that's not possible, find a note buddy. If you cannot find someone, recording the session is an option.

In this lecture, you will learn about the importance of avoiding excessive jargon in your communication, especially when discussing design-related concepts with non-designers. You will also learn about the negative effects of using phrases like "from a designer perspective" or "from an expert perspective," and the importance of maintaining a humble and open attitude when receiving feedback.

In this lecture, you will learn about the importance of starting and ending with a thank you when seeking feedback. Using genuine gratitude can show that you value the time and effort someone has taken to provide feedback, even if it may not be what you were expecting. It's also essential to be specific with your thank you and make it about the person who provided the feedback. After expressing gratitude, it's good practice to briefly summarize the important points discussed in the meeting to ensure everyone is on the same page. Finally, sending out meeting minutes with a deadline for any clarifications can hold everyone accountable and prevent misunderstandings in the future.

Great job on finishing the class and acquiring a valuable skill that can differentiate you and give you an edge. However, it's important to keep in mind that practice makes perfect, so applying the techniques you learned consistently is crucial. Don't be afraid to ask questions or make mistakes, as these are opportunities for learning and development. When receiving constructive criticism, assume that the giver has positive intentions, even if the feedback appears harsh. If the feedback seems personal, take a moment to reflect and assess whether there's any truth to it. Be honest with yourself and consider if there are areas you might have missed. If needed, seek a second opinion from a trusted mentor or senior colleague. Remember, the key to mastering any skill is having the willingness to learn and grow. Continuously evaluate your progress and refer back to the assessment you completed at the beginning of the class.