How to Give Feedback
Lessons from Bill Walsh’s “The Score Takes Care of Itself”
At B:Side, we conduct bi-annual Net Promoter Score surveys to gauge staff satisfaction and gather feedback. The latest round of responses got me thinking about the nuances of giving and receiving feedback.
While we often focus on how to provide feedback to our teams, the art of giving feedback up the chain is something that isn't commonly taught. Bill Walsh, the legendary coach of the San Francisco 49ers, offers timeless insights on feedback in his book "The Score Takes Care of Itself." His methods emphasize clarity, present-focus, and positivity—key aspects that can transform feedback into a powerful tool for growth.
Specific and Direct Communication
One of Walsh’s most impactful lessons is the importance of being specific and direct when delivering feedback. Vague or ambiguous feedback can lead to confusion and misinterpretation, diluting its effectiveness. Walsh learned this from his mentor, Paul Brown, who was a master at communicating expectations and feedback in a straightforward manner.
For example, instead of telling a player, "You need to do better," Walsh would pinpoint the exact issue and what needed to be changed. He might say, "Your footwork on that play was off; keep your feet parallel and aligned to ensure better stability." This level of specificity leaves no room for misunderstanding and gives the recipient a clear action plan for improvement.
Focusing on Current Performance
Walsh also emphasizes the importance of focusing on current performance rather than past mistakes. This approach prevents feedback from feeling like a personal attack and keeps the individual’s morale intact. Walsh would avoid statements that dragged up past failures, understanding that these could demoralize players and inhibit their future performance.
Consider a scenario where a quarterback has been struggling with interceptions. Instead of saying, "You’ve been throwing interceptions for weeks," Walsh might say, "In today’s practice, your arm motion was a bit off, which led to the interception. Let’s work on keeping your elbow higher to improve your accuracy." This feedback is constructive and focused on the present, making it easier for the player to act upon it without feeling weighed down by past errors.
Providing Positive and Substantive Support
Walsh knew that while constructive criticism is crucial, it must be balanced with positive and substantive support. Feedback should be a blend of critique and encouragement, akin to both weeding and providing sunshine for a garden to thrive.
For instance, if a receiver was not performing up to standards, Walsh would highlight what was done correctly before addressing the areas needing improvement. He might say, "Your route running has improved significantly, and it’s clear you’re putting in the effort. Let’s now focus on your timing with the quarterback to ensure you’re catching the ball at the optimal moment." This method acknowledges the hard work and progress made, which motivates the individual to continue improving.
Cultivating a Culture of Constructive Feedback
Creating a culture where constructive feedback is the norm rather than the exception can lead to tremendous growth and improvement within any organization. This is easier said than done, of course. Here are some steps we’re working on to create this kind of culture:
1. Encourage Openness: Make it clear that feedback, both positive and constructive, is welcome and necessary for growth. Encourage team members to share their thoughts and concerns freely.
2. Model Effective Feedback: Leaders should exemplify the feedback methods they wish to see in their teams. By being specific, focusing on the present, and balancing criticism with support, leaders set the standard for how feedback should be given and received.
3. Train for Feedback: Provide training sessions or workshops on how to give and receive feedback effectively. This can help demystify the process and make everyone more comfortable with providing constructive input.
4. Celebrate Improvements: Acknowledge and celebrate the improvements that result from constructive feedback. This reinforces the value of feedback and encourages continuous improvement.
5. Create Feedback Loops: Establish regular feedback loops where team members can share their progress and receive ongoing support. This ensures that feedback is not a one-time event but a continuous process of growth.
By embracing these principles, inspired by Bill Walsh’s leadership philosophy, we can create an environment where feedback is not just tolerated but valued as a critical component of our success.
This approach not only enhances individual performance but also drives the collective growth of our organization, ensuring that we all strive towards excellence together. It isn’t easy, but working toward mastering the art of feedback is critical for every organization.